General Purpose:

The Team Leader is a highly focused position. Responsible for ensuring a service-oriented and professional working environment by assisting the Manager with the performance of their team members and executing necessary actions for their motivation when required. Must be very knowledgeable in regards to reporting, communication, technology, and organizational procedures. Ensures that the Digital Support Representatives are in compliance with the rules and regulations of South State Bank. Responsible for contributing to improve efficiencies and cost control through evaluation of efficient and effective work processes and appropriate staffing.

Essential Duties/Responsibilities:

Has the responsibility to motivate and inspire the team to meet and surpass their goals on a daily and monthly basis.

• Assists in setting clear expectations and goals to ensure the overall digital support team succeeds in the highest customer satisfaction.

• Ensures abandonment rates are under 6% each month

· Ensures Service Level of 80% of calls answered in 30 seconds

• Assists in career paths for team employees to identify growth potential and tracks the employee’s performance to ensure their success in their career.

• Works to meet the departmental objectives, including conversion targets, new product roll outs, and technological installments or updates.

• Closely monitors the development as well as continuous improvement of the entire team on a day-to-day basis.

• Responsible for communicating the company’s purpose, core values, and mission to the team.

• Responsible for ensuring that the representatives follow their schedules properly as designed.

• Handles escalated calls, complaints, and questions as necessary.

• Actively takes part in assisting Managers with monthly team meetings.

• Prepares documentation such as general reports on each team member’s performance documentation for the Manager.

• Promotes a harmonious work environment through a team approach.

• Recommends solutions for departmental issues.

• Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of the call center.

• Uses proper judgment, experience and job knowledge for solving problems and issues.

• Assists to ensure the facilitation of communication among members of the team, helping to resolve issues as they arise.

• Maintain a broad awareness of other technologies in the rapidly changing environment of financial services.

• Offering suggestions and developing procedures or technology that may increase efficiency within the call center.

The duties and responsibilities listed above may be revised at any time within the sole discretion of South State Bank without advance notice to or the consent of the employee.

Accepts other duties as assigned.

Must be available to travel when necessary.

South State Bank reserves the exclusive right to transfer an employee, without their consent or advance notice, from their current position to any other position within the same branch or a different branch.

Requirements:

Education: High School Diploma, College or Associate Degree.

Experience/ Knowledge Requirement’s:

Three years’ experience with a Financial institution. Must having working experience in a call center or other related field. Must have consistently met or exceeded all Customer Care goals and requirements. This is including to but not limited to adherence to schedule, meeting current unavailable times and quality assurance. Must have strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills. Must have outgoing and upbeat personality. Excellent writing skills. Knowledge of computer navigation, troubleshooting and keyboarding skills, including the ability to navigate between multiple systems. Ability to work with confidential information, both internally and externally, in a professional manner. Ability to have flexible hours when necessary. Interpersonal skills to create a positive and effective work environment, motivating, and interacting with people.

Physical Demands/Work Environment:

Must be able to stand and/or sit for long periods of time. Must be able to effectively access and interpret information on computer screens, documents, and reports.