Customer Service Supervisor at MUFG Phoenix, AZ 85003
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 care about the details that matter most to our clients.
We have our clients' best interest in mind, drawing on more than 150 years of experience to understand their distinct needs and tailor our solutions.
We're part of 180,000 colleagues around the globe striving to be the world's most trusted financial group.
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.
We're searching for an OCSG Supervisor to supervise assigned staff and ensure all functions and activities are conducted within established quality and productivity standards.
You will assist work directors with troubleshooting situations, and management in responding to escalated customer service issues.
You will use analytical and operational skills to mitigate risk, analyze and approve transactions to provide a positive customer experience.
This role supervises up to 2 distinct work areas and/or up to 15 employees.
Responsibilities:
40% Production Management:
Schedule staff and make work assignments to ensure processing deadlines and service levels are consistently met.
Monitor records to ensure time accounting, productivity, and statistical measures are accurately recorded.
Monitor the performance of staff to ensure productivity and quality performance standards are met.
Provide performance counseling as needed and take appropriate disciplinary action.
Make recommendations to upper management for improving/updating productivity or quality standards.
20% Human CapitalInterview, hire, counsel, and terminate employees while aligning with all State and Federal law and all Bank policies and procedures.
Promote a safe, productive, harassment-free work environment that encourages peak performance.
20% Customer ServiceEnsure staff consistently provides the highest possible level of customer service.
Review processes/procedures for opportunities to improve customer service and provide recommendations to management.
Work with management to help resolve customer complaints.
20% Risk ManagementEnsure procedures, policies, and controls are consistently followed.
Promote a high degree of awareness of risk, risk control measures, and compliance policies and procedures among staff.
Ensure staff successfully completes all required compliance and other certifications.
Participate in work unit/RC audits, SOX testing, and business resumption planning and exercises.
Qualifications:
The right candidate will have:
1-2 years experience supervising othersRequires strong leadership skills with ability to manage the performance of othersExcellent customer service skillsKnowledge of bank's systems, policies, and proceduresStrong interpersonal, written, and verbal communication skillsAbility to organize and prioritize work assignmentsFlexibility and willingness to work additional hours when necessary.
Bachelor's degree with 5
years of related on-the-job experience preferredThe 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 in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment.
Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions.
Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made.
Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
At Union Bank, we care about the details that matter most to our clients.
We have our clients' best interest in mind, drawing on more than 150 years of experience to understand their distinct needs and tailor our solutions.
We're part of 180,000 colleagues around the globe striving to be the world's most trusted financial group.
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.
We're searching for an OCSG Supervisor to supervise assigned staff and ensure all functions and activities are conducted within established quality and productivity standards.
You will assist work directors with troubleshooting situations, and management in responding to escalated customer service issues.
You will use analytical and operational skills to mitigate risk, analyze and approve transactions to provide a positive customer experience.
This role supervises up to 2 distinct work areas and/or up to 15 employees.
Responsibilities:
40% Production Management:
Schedule staff and make work assignments to ensure processing deadlines and service levels are consistently met.
Monitor records to ensure time accounting, productivity, and statistical measures are accurately recorded.
Monitor the performance of staff to ensure productivity and quality performance standards are met.
Provide performance counseling as needed and take appropriate disciplinary action.
Make recommendations to upper management for improving/updating productivity or quality standards.
20% Human CapitalInterview, hire, counsel, and terminate employees while aligning with all State and Federal law and all Bank policies and procedures.
Promote a safe, productive, harassment-free work environment that encourages peak performance.
20% Customer ServiceEnsure staff consistently provides the highest possible level of customer service.
Review processes/procedures for opportunities to improve customer service and provide recommendations to management.
Work with management to help resolve customer complaints.
20% Risk ManagementEnsure procedures, policies, and controls are consistently followed.
Promote a high degree of awareness of risk, risk control measures, and compliance policies and procedures among staff.
Ensure staff successfully completes all required compliance and other certifications.
Participate in work unit/RC audits, SOX testing, and business resumption planning and exercises.
Qualifications:
The right candidate will have:
1-2 years experience supervising othersRequires strong leadership skills with ability to manage the performance of othersExcellent customer service skillsKnowledge of bank's systems, policies, and proceduresStrong interpersonal, written, and verbal communication skillsAbility to organize and prioritize work assignmentsFlexibility and willingness to work additional hours when necessary.
Bachelor's degree with 5
years of related on-the-job experience preferredThe 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 in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment.
Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions.
Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made.
Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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