Webster Bank

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Team Lead - Sales & Service Banking

at Webster Bank

Posted: 5/31/2019
Job Reference #: 5000442545506
Categories: Other/General, Sales

Job Description

200 Executive Blvd South-HF433

Team Lead


  • Actively support Customer Care Center and Banking Centers personnel by providing operational expertise and support.
  • Recommend appropriate internal resource(s) to assist callers with inquiries.
  • Assist the department manager with identifying trends with regard to areas of learning opportunities for team members and branches.
  • Assist in observations coaching/training of team members.
  • Promote teamwork and a positive working environment in order to achieve team goals.
  • Participate in team-training sessions consistent with the Internal Support Service standards and guidelines or branch required training.
  • Work with supervisor to establish individual development goals.
  • Meet/exceed individual development goals and objectives.

Sales & Service

  • Model behavior consistent with established Quality Service Standards and guidelines.
  • Develop strong external/internal relationships with customers and departments through exceptional problem solving, ownership, and follow through.
  • Utilize internal resources to respond to customer inquiries accurately and in a timely manner.
  • Effectively utilize decision/exception tools to support retention of valuable customers.
  • Promote alternative delivery of services and other marketing initiatives as required.
  • Take ownership of escalated issues and report systems or policy issues to appropriate parties.
  • Act as an advocate for the customer by submitting feedback through appropriate channels.
  • Consistently meet/exceed respective goals and service standards.

Operations & Compliance

  • Process all required customer requests and respond to product and service inquiries in a responsible, timely and accurate manner.
  • Communicate and reinforce changes in operational policies and procedures.
  • Resolve problems on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and risk assessment.
  • Ensure Banker inquires or customer requests are accurately and efficiently resolved.
  • Ensure compliance with Federal and State laws as well as Webster Bank policies and procedures.
  • Maintain Compliance standards by ensuring timely completion of STM's and required monthly regulatory training.


  • Ensure fee waivers and rebates are granted within bank guidelines.
  • Make appropriate exceptions when handling fee rebate calls.
  • Ensure the prevention of fraudulent activities through adherence to bank policies and procedures.

Other duties as required.



Proficient with Consumer, Small Business, WebsterOnline and Loan Service, and branch Wirelink calls

-Strong customer service skills

-Utilize communication and problem solving skills to effectively communicate and service customers using the telephone.

-Working knowledge of computer and processing skills (email, internet, intranet, etc.)

-Ability to learn all software systems that support ContactCenter and Branch requests, inquires and transactions.

-Excellent verbal and written communication skills

-Ability to effectively multi-task

-Excellent organizational skills with attention to detail

-Ability to motivate others

-Ability to work with a diverse work force and customer base.

-Strong commitment to achieving personal growth and success

-Ability to understand Webster and Retail Banking mission, goals, and strategies and roles of key business partners.

-Demonstrate a proficiency in coaching to improve team performance.

-Spanish speaking a plus!


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!