Position overview: The Team Lead is responsible for meeting sales, product, and service goals by handling incoming customer calls, emails, web chats, and web cases, resolving issues related to new or existing accounts in a high-volume call center environment. In addition to achieving goals, the Team Lead coaches and mentors Support Center Representatives and supports the Support Center Manager with additional duties.

Key responsibilities include leading by example in handling customer interactions, processing balance and check inquiries, performing research, fund verifications, inputting account transfers, processing check orders through Deluxe, providing Online Banking support, and supporting deposit growth by opening accounts over the phone for existing customers. Maintain advanced knowledge of Old Second products, internal policies, and compliance; resolve escalated issues with irate customers and complex service problems; assist in training new team members; ensure service levels and meet individual sales referral goals; work with various ATM transactional software.

Qualifications: High school diploma (or equivalent) and two years or more of proven sales and service success in a bank and/or call center environment; must be able to work onsite to perform responsibilities, with hybrid arrangements supported by management approval. C

Position overview: The Team Lead is responsible for meeting sales, product, and service goals by handling incoming customer calls, emails, web chats, and web cases, resolving issues related to new or existing accounts in a high-volume call center environment. In addition to achieving goals, the Team Lead coaches and mentors Support Center Representatives and supports the Support Center Manager with additional duties.

Key responsibilities include leading by example in handling customer interactions, processing balance and check inquiries, performing research, fund verifications, inputting account transfers, processing check orders through Deluxe, providing Online Banking support, and supporting deposit growth by opening accounts over the phone for existing customers. Maintain advanced knowledge of Old Second products, internal policies, and compliance; resolve escalated issues with irate customers and complex service problems; assist in training new team members; ensure service levels and meet individual sales referral goals; work with various ATM transactional software.

Qualifications: High school diploma (or equivalent) and two years or more of proven sales and service success in a bank and/or call center environment; must be able to work onsite to perform responsibilities, with hybrid arrangements supported by management approval. C