Job Information
Arrow Financial Corporation Loan Customer Support Team Lead in Glens Falls, New York
The Arrow Financial Corporation Family of Companies is seeking dynamic, authentic individuals to join our amazing team! Currently, we are looking for an experienced professional to join Loan Services team as:
Loan Customer Support Team Lead
This opportunity may be perfect for you if you have experience in:
Quality Assurance and Error Resolution
Employee Training and Task Scheduling
Taking Customer Call Escalations
About this position:
Responsible for training/cross-training operational unit employees, performing reviews/audits of daily work to ensure accuracy and procedural quality. Ensures tasks are assigned properly and that all functions of the unit are getting completed in a timely and accurate fashion. Performs loan services operational functions as needed and/or in monthly rotation. Works closely with department management to report on audits and perform support tasks as assigned. This position is in-office and works out of our headquarters in Glens Falls, New York.
Responsibilities
Review and audit random samplings of daily work to ensure accuracy and procedural compliances; lead team through day-to-day operations, projects and special assignments.
Train/cross-train new and existing employees with goal of creating interchangeable and highly skilled workforce; keep skills/knowledge up-to-date in all areas of the Loan Services operations unit.
Oversee quality control of data according to department policies and procedures
Schedule tasks and assure adequate coverage to ensure all tasks are completed timely; support department management with quarterly department audits.
Identify and resolve errors in timely manner as well as facilitate change controls for prevention of future occurrences; manage problem resolution process through recommendations and results/follow-up.
Provide consistent, outstanding customer service for both internal and external customers.
What you will need to thrive in this role:
In addition to your work and life experiences, as well as your passion and excitement for the profession, you would benefit from having:
Education/Certifications
Associate degree or equivalent experience preferred
4 years of experience in banking and/or customer service preferred
1 year of supervisory experience preferred
Skills/Knowledge
Extensive knowledge of banking rules and regulations pertaining to lending and loan accounts.
Strong communications skills, both written and verbal; comfortable communicating with customers, co-workers, management and other third parties
Quality customer service skills
Proficient in Microsoft Office Suite: Word, Excel, Outlook; knowledge of banking related software
Excellent organizational, analytical and problem-solving skills; ability to map/follow workflows, assess needs, prioritize tasks accordingly, and meet strict deadlines both independently and as part of a team
Physical Demands:
Must be able to sit for prolonged periods of time and walk/stand for brief periods of time.
Must be able to repetitively use a telephone and computer mouse and keyboard.
Ability to lift/move up to 15 lbs.
What we will bring to the table:
We believe in investing in our employees and helping them grow their career with us. We offer a pleasant, inclusive work environment, career development opportunities, and competitive compensation. Through our total rewards program, we offer a comprehensive benefits package featuring:
Competitive compensation including potential bonus and incentives as well as paid vacation, sick time, and holidays
Medical, Dental, and Vision Insurance and Flexible Spending Plan
Multiple retirement plans including: 401(k), Pension, and Employee Stock Ownership
Education and Tuition Reimbursement
Employee Assistance Program for our employees and their immediate family members
We are an Equal Opportunity Employer. Our employment decisions are made without regard for: race, color, religion, national origin or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status, or any other characteristic protected by law.
As a multi-bank holding company, Arrow Financial Corporation has over $2 billion in assets. Through our subsidiaries we provide a broad range of banking and insurance services across northeastern New York, including online and mobile banking, wealth management, money market and deposit accounts, and mortgage, consumer and commercial loans.
We are committed to delivering value for our shareholders, our customers, and our communities. Our conservative business model and strategy of steady growth have resulted in many recognitions from the nation’s leading publications and bank-rating firms.
The salary range for this position is $19.25 - $25.00 commensurate with experience and education.
Additional compensation may be earned through the Company’s profit-sharing bonus program, subject to individual and company performance.
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