Are you someone who seeks opportunity and has a true desire to grow your career with an organization that has enriched the lives of its clients and communities in the Greater Washington region for more than 150 years? If so, Sandy Spring Bank may be the perfect fit for you!

Sandy Spring Bank is a growing financial services company focused on creating real experiences for our employees, clients, shareholders and communities. We are proud to have been certified as A Great Place To Work, recognized by The Washington Post and the Baltimore Sun as a Top Workplace, by Forbes magazine as the #1 Bank in Maryland. It is our employees who play an integral role in shaping who we are as a company and upholding what matters most to us: people and relationships.

To help us attract the highest quality individuals, we offer a comprehensive benefits package to those who qualify. We offer competitive market salaries, paid time off, multiple retirement savings options, full health care options, life insurance, health care and dependent care flexible spending accounts, career development opportunities, tuition assistance and volunteer opportunities. We are proud to offer those, and so much more, making Sandy Spring Bank a remarkable place to work and build a career.

About the Job:

Sandy Spring Bank is currently recruiting for a Client Service Team Leader. This position will be monitor and manage the daily operations, workflow, and agents in the Client Service Center to ensure we are delivering remarkable client experiences. Performs a variety of client services to include: handling escalated calls either through direct personal contact or referral to proper area of the Bank, responding to client correspondence, making decisions on exception transactions and overseeing routine operations. The team leader is responsible for coaching and developing employees for success with the Bank. Embraces, communicates, and supports the Principles of the company and is an advocate of the Client Experience.

MAJOR JOB ACCOUNTABILITIES:

• Supports business plan through personal efforts and directing the efforts of team. Monitors achievement of goals throughout the year by creating and/or analyzing various productivity reports. Provides daily direction and communication to employees to ensure remarkable service is being delivered.

• Supervises daily operations of the department. Utilizes contact software to monitor and direct staff based on call volumes. Assigns and reviews work to ensure team members meet service quality standards as defined by department and Bank standards. Stays abreast of current campaigns, new products and services, and any event that will impact inbound and outbound call volumes.

• Builds and maintains relationships by servicing all retail and small business products, determining client needs through discussion and recommends Bank products and services that are best suited to those needs. Makes referrals to appropriate partners. Coach and set expectations for team members as well on sales/referral expectations.

• Supports staff by answering questions and finding solutions through thorough understanding of Bank products, policies and guidelines. Able to perform all duties required of a Client Service Specialist.

• Assists Manager in developing and implementing reward and recognition programs for Client Service Center staff for meeting and exceeding individual and department goals.

• Works with other Team Leaders to schedule staff to provide adequate coverage at all times. Maintains payroll and leave records.

• Supports other CSC teams when their team leader is absent to ensure there is in meeting SLA goals as defined by department and Bank standards.

• Uses call management system reports, to provide statistical and performance feedback and coaching on a regular basis to each team member. Frequently monitors standards to ensure remarkable service is being delivered. Coaches to ensure that client needs are met at the first point of contact. Documents performance and completes performance review forms in a timely manner. Addresses disciplinary and/or performance problems according to company policy. Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required. Responds to and resolves employee relations issues expressed by team members.

• Participates in training of new team members. Determines need for ongoing training and schedules as necessary. Provides routine coaching, training, and assistance for direct reports to develop knowledge, skills and abilities to maximize performance and potential. Plans, coordinates, and conducts meetings to discuss operational procedures, CX MIB, and provide on-going training to the team as needed.

• Acts as point of contact for both internal and external clients on PC, mobile, web, and telephone banking products. Maintains knowledge on setup and use of these products. Troubleshoots connectivity problems.

• Provides continual evaluation of processes and procedures. Responsible for recommending and/or implementing methods to improve operations, efficiency, and service to both internal and external customers. Assists CSC manager with special projects as designated.

• Functions as Client Advocate in their absence to ensure accurate and timely tracking and reporting. Works with key contacts to resolve problems, respond to requests and implement solutions. Applies client service expertise and interpersonal skills to provide a calm, trusted voice to build client confidence.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Position requires a minimum of 5 years retail banking and 3 years of leadership experience in an inbound, multi-channel customer contact center with a focus on exceptional customer service required.

• Demonstrated ability or aptitude to coach and supervise others required. Ability to lead and motivate people is essential. Ability to manage and direct team functions with little or no direct supervision.

• Additional core requirements include excellent telephone and written communication skills; strong organization skills; and demonstrated negotiation/sales skills. Ability to be flexible and to manage multiple, competing priorities in a rapidly changing, fast-paced environment.

• Thorough understanding of PC connections, Internet access, and web services are required. Must be able to identify and resolve connection problems. Experience with software support. Advanced trouble shooting experience with browser/internet. Thorough understanding of digital banking services to include the software applications and their functions on various devices, such as desktop, Android, iPhone, iPads/tablets, etc. is required. Intermediate skill with standard windows based office software is expected.

• Position requires strong interpersonal skills, a highly motivated team player committed to providing excellent service. Work requires regular contact with diverse groups both internally and externally. Often deals with matters requiring persuasion and obtaining approval.

• Ability to express ideas effectively in English, both written and oral is required. Ability to draft business correspondence, prepare reports, summarize conclusions, write procedures, and interpret policies of a complex nature is also needed. Ability to conduct and participate in the training of other employees.

• Advanced problem solving and analytical skills are required. Problems are technically or administratively complex and require the collection, interpretation, and analysis of data from diverse sources.

SPECIFIC PHYSICAL REQUIREMENTS:

Work requires reasonable mobility in and around the work area. Ability to use standard computer and phone systems is required

WORKING CONDITIONS:

Normal office environment where there is almost no discomfort due to temperature, dust, noise, or other disagreeable elements.

Work includes little or no potential exposure to hazardous conditions.

Must be able to travel to remote company and/or client locations.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Sandy Spring Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

If you require a reasonable accommodation to apply for a position, please call our job line at 1-800-399-5919 and select option 5. Requests are considered on a case-by-case basis.

Sandy Spring Bank partners with various job boards to advertise our openings. Please visit our website, www.sandyspringbank.com to confirm the validity of the job posting to avoid any potential fraudulent activity. We encourage and recommend all candidates to apply via our website.