QA & Learning Development Lead

Job Description

In this role, you will provide leadership and support to associates in the Customer Resource Center whose primary focus is providing direct support to inbound customer contacts, through phone or written communication. You will be a member of the call center, ensuring objectives, and goals of teams and the call center department as a whole, are fulfilled. You'll be responsible for timely resolution of department, associate, and internal and external customer issues, in order to meet service-level standards. You will create and maintain exceptional customer experiences by providing problem-solving and analytical resources.

Functions

• Coordinate with leadership team to ensure proper floor leadership coverage at all times during all shifts.
• Direct focus on creating an exceptional customer experience and adhering to the organizational culture expectations.
• Assist a team of associates whose primary focus is providing direct support to inbound customer contacts through phone or written communication.
• Partner with other leads, supervisors, and/or managers within the department to ensure service levels are met and there is a consistent customer experience.
• Monitor calls for quality of information, soft skills, and accuracy. Act as a mentor for assigned associates to enhance and/or improve quality of service provided to customers.
• Identify areas requiring improvement and partner with supervisor/manager to implement necessary changes.
• Maintain knowledge of all company products and services.
• Responsible for handling escalated calls that cannot be resolved by customer service associates. Diffuse escalated situations.
• Demonstrate compliance with all bank regulations that apply to your position, and keep up to date on regulation changes.
• Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations that apply to your position.

Qualifications

• High School Diploma or GED required.
• 1-3 years of equivalent or relevant work experience in banking and/or call center environment required.
• Proficient verbal, listening, speaking and writing communication skills with the ability to interact with people at all levels and model exemplary behaviors.
• Ability to Engage and motivate customer service associates in direct contact with customers.
• Extensive knowledge of department and bank written policies and procedures and supplemental support documents for up to date job knowledge, in addition to banking rules and regulations as appropriate.
• Possess ability to work independently in a team oriented environment. This includes functioning in a leadership role during shifts in absence of supervisors or managers.
• Experience in motivating and inspiring a group of employees to achieve and exceed defined performance goals, including referrals and sales of products/services.

Physical Requirements and Working Conditions

Work involves:

• sitting
• walking
• lifting up to 25 pounds.
• occasional Travel

No relocation offered.

About Us

We do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we're never satisfied with the status quo. It's no wonder we've made "Fortune's 100 Best Companies to Work For" eight years in a row. But greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers' needs and connecting to people in new and innovative ways -- always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank.

Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability.