Service Member Team Lead

Position Summary: This position is responsible for managing the Concierge Desk Team to facilitate the maximization of resources (human and automated) of daily operations for the highest level of efficiency, cost effectiveness, and overall customer service and experience. Additionally, this position ensures the direction and utilization of technology to its maximum potential, performance metrics are continuously met, and that staffing is appropriate for contact patterns.

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  Plan and develop strategies and procedures to improve the operating quality and efficiency of Panacea’s Concierge Desk, which is responsible for fielding inbound requests. This includes the integration of customer service via the Concierge Desk, and Panacea’s specific bank administration team covering deposit, loan, and digital administrative tasks.
  
  


• Implement holistic servicing strategy with integration between sales, servicing and administration, with direction from leadership on goals for doctor-specific metrics, and goals for the team.


• Manage the financial expectations of the Concierge Desk, including cost of labor, overtime, etc.


• Oversee daily activities, route/manage calls, and fulfillment to maximize scheduling and real-time utilization of resources.


• Manage staffing levels for most effective service of the Concierge Desk. Meet and exceed required metrics - average handling time, abandoned rate, hold times, service goals, and more.


• Manage key Digital Servicing metrics for the entire team, and to the individual employee level.


• Prepare performance reports by collecting, analyzing, and summarizing data and trends. Analyze data to ensure staff performance targets for calls; accuracy, efficiency, and quality are met on a daily, weekly, and monthly basis.


• Provide strong, dynamic leadership that mentors, develops, and helps Concierge Desk teammates learn and grow in role.


• Develop and maintain effective organization of responsibility, including efficient training, coaching, recognition, workflow patterns, performance standards, and delineation of duties and responsibilities.


• Executes contingency plans as needed; escalates and directs activities during system failures, outages, disasters, etc.; identifies potential problems, troubleshoots, and escalates issues to local and network management; participates in post incident analysis of system/program malfunctions providing input for future process improvements.


• Management/Leadership: Lead with positivity and excitement; set goals with measurements annually for all employees; create and implement development plans for staff; complete performance appraisals by deadline; hold employees accountable for performance and behavior, stay abreast of industry trends, establish and maintain strong industry relationships.

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  Work with Senior Leadership on strategic planning for an effective customer servicing apparatus in a growing financial services company.
  
  


• Verify monitoring of calls and fulfillment operations are performed to meet Panacea standards and requirements, improve quality, minimize errors, and track operational performance.


• Maintain favorable working relationships across business lines.


• Keep leadership promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action where necessary or suggests courses of action which may be taken.


• Management/Leadership: Lead with positivity and excitement; set goals with measurements annually for all employees; create and implement development plans for staff; complete performance appraisals by deadline; hold employees accountable for performance and behavior, stay abreast of industry trends, establish and maintain strong industry relationships.


• Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.


• All other duties as assigned.

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  Bachelor’s degree
  
  


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  Previous leadership experience in a service-driven field
  
  


• Previous banking experience (highly preferred)


• Previous healthcare experience (preferred)

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  Knowledge of customer service metrics
  
  


• Strong analytical and problem solving skills


• High level of organization and time management


• Effective and professional verbal and written communication skills


• Proficient in MS Office Products and departmental systems

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  Continuous remaining in a stationary position, particularly, but not limited to, at a desktop computer
  
  


• Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use


• Continuous communication: verbal and written, in-person, phone and electronic

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  Remote