Job Details
**Austin Capital Bank**
**Customer Service Supervisor**
**Austin, TX - Full Time**
**The Company**
Austin Capital Fintech is the innovation and technology division of the bank. It is powered by the banks proprietary cloud-based Trident technology fintech platform. Tridentwas designed and built to rapidly prototype, test, and deploy at scale new and unique consumer and commercial financial services.
Located in Austin, Texas, Austin Capital Bank is a 5-star rated independent community bank and member of the FDIC. We are one of the preeminent independent community banks in the nation and a national leader in responsible financial services innovation. We are also one of the fastest growing companies in the nation, receiving recognition on the list of INC 5000 fastest growing private companies in America the last 6 years in a row.
Austin Capital Fintech Credit Strong is the innovation and technology division of the bank. It is powered by the banks proprietary cloud-based Trident technology fintech platform. Trident was designed and built to rapidly prototype, test, and deploy at scale new and unique consumer and commercial financial services.
With all this opportunity and growth, we need an exceptional Customer Service Supervisor to join our team.
**Our Culture**
We are the combination of the stability of a bank with the creativity of a fintech startup. Youll enjoy a stable, family friendly, culture of consumer-oriented and responsible innovation. Since were a profitable and highly rated bank, you wont have to worry about getting the next round of VC funding and we expect you to have a work-life balance of a normal human. Weekends, nights, and evenings should be spent with friends and family, not in the office.
**Our Core Values**
We are nice folks, but unapologetically fierce competitors in the marketplace who work as a team. Every member of our team embodies our core values. We work, hire, fire, and promote by these values.
* Take Initiative A bias to action
* No Big Egos Self-confidence with humility
* Honesty Direct forthright communication
* Wicked Smart Intellectually and emotionally self-aware
If your favorite pronouns are I and me, you wont be a great fit. If you get inspired by wanting your next career milestone to read: Customer Service Supervisor on a TEAM that grew revenue from $50 million to $500 million in 5 years., wed like to chat with you.
Please visit and for more information.
**About You**
* You embody our core values and have exceptional initiative to create and enhance world class customer service.
* You have acute attention to detail.
* You have a fire in your belly. You love to win and hate to lose.
* You are willing to make mistakes, own up to them, and learn.
**Essential Responsibiltes**
**Team Management**
* Identify process and quality changes designed to improve department capabilities
* Motivate and coach CSRs to achieve and maintain department and individual metrics and behaviors through continuous monitoring, assessment, and timely feedback
* Create and maintain complete documentation of performance improvement conversations and actions
* Consistently and effectively report on individuals challenges and successes by looking at reporting trends and coaching to appropriate actions to support findings and goals. (Productivity, Customer Engagement, Quality, Adherence, Attendance Management)
* Serves as the technical subject matter expert of product information
* Hold regular 1x1s to develop and mentor team members
* Set/clarify requirements an expectation for CSRs. Ensure disciplinary actions for front-line employees occur in a transparent, accurate, and timely manner
* Build a connection and relationship with the team members to support team morale
* Communicate and maintain Credit Strongs vision, direction, and culture to the team
* Support and assist with hiring and maximizing staff productivity and impact
**Contact Center Operations**
* Ensure team is apprised of any updates that impact their day to day as well as the level of service they provide our customers
* Customer service-oriented be warm, personable, courteous, and solution-focused
* Share feedback with operations team for items impacting customer experience and employees ability to help customers
* Work toward and being held accountable to meeting weekly/monthly/quarterly departmental goals
* Adhere to, supporting, and administer company policies and procedures as defined
* Lead and facilitate change with a positive attitude
* Perform contact center activities as needed as well as additional responsibilities as requested
**Preferred Knowledge and Experience**
* 4+ years professional experience and 3+ years contact center management
* Strong business acumen
* Proficient in Microsoft products
* Proven ability to develop and motivate CSRs
* Demonstrate a positive attitude, lead and facilitate change, and always model professionalism
* Proficient in managing multiple competing tasks and changing priorities
* Ability to empower staff and motivate them to consistently meet and/or exceed predetermined individual goals
* Effective conversation and documentation skills
Location I certify that the answers given herein are true and complete to the best of my knowledge. I authorize the investigation of all matters contained in this application and hereby give the Company or their designated subsidiaries and affiliates permission
to contact schools, previous employers, references, and others, and hereby release the Company and their designated
subsidiaries and affiliates from any liability as a result of such contact. I understand that misrepresentations, omissions of
facts or incomplete information requested in this application may remove me from further consideration for employment. In
addition, if employed, any misrepresentations or omissions of facts called for in this application will be cause for dismissal at
any time without any previous notice. ** + a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
+ a person who was discharged or released from active duty because of a service-connected disability.