Essential Functions / Core Responsibilities

• Responsible for the day-to-day supervision of a team of customer service associates, including attendance and performance monitoring in accordance with company policies and applicable regulations.
• Provide regular coaching and performance feedback to team members to ensure service quality and KPI targets are consistently achieved.
• Identify performance gaps, develop improvement plans, and implement corrective actions when necessary, up to and including disciplinary action.
• Ensure customer service delivery meets contractual Key Performance Indicators (KPIs), compliance standards, and operational expectations.
• Communicate updates, process changes, and expectations clearly and effectively to the team.
• Support escalated customer cases and provide guidance to team members on complex banking-related inquiries.
• Conduct team meetings, calibrations, and engagement activities to promote...