• Customer Care Team Leader

    Pioneer Bank (Albany, NY)


    TITLE: Customer Care Team Leader

     

    REPORTS TO: Vice President – Customer Care

     

    CLASSIFICATION: Full Time, Non-Exempt

     

    PAY GRADE: NE 35 ($21.00 - $32.60 per hour)

     

    AVAILABILITY: Monday-Tuesday 8:00am-4:30pm, Wednesday 10:30am-7:00pm, Thursday-Friday 8:00am-4:30pm, Saturday 8:00am-1:30pm

    Position Summary:

    The Customer Care Center Team Leader is a key leadership role within a fast-paced, multi-functional contact center environment. This position is responsible for supervising a team of Customer Care Specialists, ensuring exceptional service delivery, maintaining compliance with banking regulations, and driving performance through effective coaching, training, and motivation. The role ensures performance targets are met and fosters a culture of accountability, quality, and continuous improvement. As a motivational leader, the Team Leader inspires specialists to perform at their best, deliver customer experiences of the highest standard, and contribute to a positive, high-performing team environment.

    Essential Job Functions:

    1. Promote an inclusive team environment while providing daily operational guidance and clear communication.

    2. Supervise Customer Care Specialists to ensure smooth execution of daily tasks and consistent service standards.

    3. Direct workflow management and support staffing adjustments, including overtime coordination with leadership.

    4. Monitor and analyze agent performance using KPIs (AHT, FCR, CSAT, etc.).

    5. Conduct Quality Assurance and Training to improve service delivery.

    6. Provide coaching, feedback, and performance reviews to team members.

    7. Handle escalated customer issues professionally and empathetically to ensure prompt resolution and high satisfaction.

    8. Ensure compliance with bank policies, financial regulations, and security protocols.

    9. Maintain updated knowledge of banking products and systems.

    10. Identify opportunities through common/reoccurring problems, making recommendations for improvement to boost efficiency and maximize first call resolution whenever possible.

    11. Processes customer transactions and maintains accurate records across digital and physical channels, including mail, online banking, mobile deposits, and ITMs, while ensuring all interactions are properly documented in Salesforce.

    12. Proactively identify customer needs and recommend appropriate banking solutions and services.

    13. Understands and maintains compliance with Bank policies and procedures and applicable laws and regulations, including BSA, AML, and Reg E., and Reg CC.

    14. Prepare reports on team performance and present to management.

    15. Works closely with other department, such as operations or lending, to ensure seamless communication and coordination, optimizing the overall customer experience.

    16. Support Concierge functions when required.

    Education & Experience:

    1. Minimum three (3) to five (5) years of call/contact center experience or related experience required.

    2. One (1) year of supervisory or team leadership experience in a customer service setting; banking services preferred.

    3. Associate degree in Business, Finance, or related field preferred.

    4. Proficiency with Microsoft Office Suite and working knowledge of iOS, Android, and Windows environments.

    5. Experience using CRM systems (e.g., Salesforce) and call center platforms.

    6. Experience with live chat support and AI-powered customer service tools is ideal.

    7. Must be comfortable working within a video-based customer interaction environment.

     

    As an Equal Opportunity / Affirmative Action Employer, Pioneer Bank will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.

     

    The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.