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Client Service and Sales Coach - Hybrid

Company: Union Bank
Location: Arlington
Posted on: June 25, 2022

Job Description:

Are you passionate about creating an exceptional client experience?Discover your opportunity with Union Bank -, a division of the Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. At Union Bank, we have our clients' best interest in mind and draw on more than 160 years of experience to understand their distinct needs to tailor our solutions. We're part of 180,000 colleagues around the globe striving to be the world's most trusted financial group, knowing that trust starts with a culture of putting people first and empowering you to achieve your potential.Join Union Bank, where being inspired is expected and creating results is rewarded.This is a hybrid position. There are flexible work from home options available. A member of our recruitment team will discuss the options with you in more detail.Job Summary:The Client Services and Sales Coach is responsible for the quality review and audit of inbound and/or outbound telephone inquiries of assigned call center-based Client Services Representatives to ensure accurate information is provided professionally, courteously, and consistently.Work Shift (After Training):

  • Monday-Friday: 11:00am - 7:30pmMajor Responsibilities:Coaching
    • Coaching, monitoring, and ongoing development of approximately 10-15 representatives to observe employee demeanor, technical accuracy, and conformity to company policies.
    • Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience.
    • Perform mock calls (role-play sessions) with post-training new hires to increase service quality and sales conversion as they transition fully into their role.
    • Mentor newly hired representatives to ensure a smooth transition from a learning environment to a daily production environment and may participate in providing formal training.
    • Provides ongoing coaching, advice, and guidance based on audit findings, and delivers performance feedback to associates as outlined in the business unit's policies and procedures.Leadership
      • Lead, positively motivate, develop, and provide necessary resources for an assigned team of representatives to achieve or exceed stated call center performance goals.
      • Recommend targeted coaching sessions that address deficiencies and/or improvement opportunities based on trends or recurring issues.
      • Coordinate with department Team Leaders and Managers to ensure an appropriate number of audits are performed for each phone representative and to ensure representatives' availability during audit periods. Identify adverse performance trends and patterns.Quality Assurance and Audit
        • Perform phone quality reviews; Audit representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.
        • Provide structured and timely recommendations; verbal and/or written feedback to Center leadership.
        • Verify that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
        • Conduct quality review of representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
        • Evaluate and record the quality and performance during each call.Reporting and Other Duties
          • Provide real-time support to team members as well as back-up support for contact center queues.
          • In periods of excessive call volume, assist by taking inbound customer calls or handling inbound customer emails.
          • Provide critical data used to generate weekly or monthly reports on the performance of phone or email representatives.
          • Work with the Team Lead on report generation to find opportunities and areas of improvement.
          • Provide input and assist with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
          • Participate in meetings and presentations or other designated special projects as assigned by department management.
          • Maintain a comprehensive knowledge of policies, procedures, and benefits across all product lines.
          • Develop job aids and other tools to assist representatives in improving the overall quality of interactions.Qualifications
            • 3+ years' experience in a high-volume call center environment with a track record of meeting and/or exceeding goals.
            • 3+ years of customer service experience.
            • Excellent leadership skills with the ability to manage, motivate, inspire, train, and mentor a team to deliver excellent results that support collective departmental goals.
            • Deep working knowledge of all federal banking regulations and the Bank policies & procedures.
            • Proven success in call center coaching / mentoring.
            • Experience monitoring inbound/outbound calls and providing feedback.
            • Proficiency in Microsoft Office products (Excel, Word, Outlook, and PowerPoint).
            • Excellent organizational skills.
            • Effective verbal and business writing communications.
            • Strong listening skills.
            • Excellent customer relations skills.
            • Strong analytical/problem-solving skills, attention to detail/accuracy, and flexibility in work assignments.
            • Ability to lead through coaching and inspiring others.
            • Ability to work well with others to overcome obstacles and problems in a changing environment.
            • Time management skills and ability to prioritize your workflow effectively.
            • Training development experience is a plus.The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
              We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual's associates or relatives that is protected under applicable federal, state, or local law.Some MUFG roles require that individuals be fully vaccinated against COVID-19, subject to exemptions for medical or religious reasons, as well as any other reason required by applicable law or order. Should you be selected for an interview, your recruiter will provide additional information.#LI-Hybrid

Keywords: Union Bank, Arlington , Client Service and Sales Coach - Hybrid, Sales , Arlington, Texas

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