Customer Retention Supervisor jobs in Fort Wayne, IN

If you are searching for an employer that provides you with unlimited career growth and development opportunities, look no further! Learn how STAR Financial Bank strives to be the employer of choice in Indiana and truly defines OneTeam.

STAR Financial Bank is an Indiana-based community bank known for its culture of delivering quality service, personalized banking solutions, and innovative use of technology for more than 75 years. We are proud to be a community bank in every aspect of the word. Beyond monetary giving and employee volunteerism, STAR is dedicated to partnering with the people and organizations that improve our communities. At every one of our locations, employees demonstrate their commitment to STAR and our customers by honoring our core values of Honesty & Integrity, Accountability, Respect for All, Do What’s Right, Commitment to Lifelong Learning, Community Leadership, Being Progressive, Celebrating Success and Remaining Independent.

The Customer Solutions Supervisor position is included in a workplace model that does not allow remote work.

As a Customer Solutions Supervisor, essential responsibilities include:

• Monitor and review phone calls and ITM sessions to ensure quality standards are being met.
• Manages and coaches the Customer Solutions Personal Bankers in addition to other Human Resources responsibilities such as: hiring, firing, disciplinary actions, setting and monitoring annual and quarterly goals, completing timely performance appraisals, and approving merit increases.
• Maintain a current, working knowledge of STAR products and services.
• Functions as a Personal Banker (answer phone calls, emails, and ITM sessions) as the schedule and customer traffic requires. Accept calls that are escalated by request from the Customer Solutions Personal Bankers.
• Up to the minute analysis of staffing levels through all delivery channels, making adjustments as needed.
• Leverage and maximize technology to accomplish specific business needs.
• Provide overrides as needed for Customer Solutions Personal Bankers through the ITM channel.
• Review and approve/deny requests submitted for Debit Card/ATM Card limit increases.

Skills Needed

• Proven ability to provide and coach exceptional customer service skills.
• Demonstrated ability to promote and encourage a positive working environment.
• Exceptional verbal and written communication skills.
• Highly organized and detail oriented.
• Demonstrated ability to multi-task.

In addition to traditional compensation and benefits packages, our leaders continue to collaborate to launch innovative employee benefits and perks including, Affordable Medical/ Vision/ Dental Coverage • Flexible Dependent Care Account • Health Savings Account (with employer contributions) • Prescription Drug Plan • Employee Wellness Initiatives (physical/mental/financial) • Health Management Reimbursement Program • Short Term/Long Term Disability • Life Insurance • Tuition Reimbursement • Competitive Pay and Bonus Program • 401k (with employer match) • Generous Paid Time off including 10 1/2 holidays. 

** Eligibility of benefits are determined by employment status classification and may be discussed during the interview process.

STAR Financial Bank proudly celebrates diversity and remains conscious of the realization that diversity is not solely represented by physical characteristics. STAR is an equal opportunity employer (EEO) with a commitment to inclusivity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, pregnancy, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state, and local laws. STAR complies with applicable STAR and local laws governing non-discrimination in employment in every location in which we have facilities.