Work Location:

2416 Philadelphia Street

Indiana, Pa 15701

Work Hours:

Monday – Friday 7:00 am – 7:00 pm
Saturday 8:00 am – 3:00 pm
Sunday 10:00 am – 3:00 pm

(Must be flexible around the Solution Center hour)

Function: The Digital Team Lead is responsible for overseeing the daily operations and performance of the Solution Center's digital services team. This role focuses on guiding team members in delivering exceptional customer service, achieving individual and team goals, and ensuring adherence to operating policies and procedures. The Digital Team Lead also facilitates training, coaching, and operational improvements to enhance team performance and customer satisfaction.

Duties and Responsibilities:

Uses a combination of Computer Inquiry Systems, Sales skills, product knowledge, and knowledge of policies and procedures to successfully operate a phone in an efficient and accurate manner, providing exceptional customer service on a variety of transactions, including the following:Utilizing Computer Inquiry Systems to properly identify customers.

Uses the following key sales functions to deliver exceptional customer service and ensure complete customer satisfaction, while meeting and exceeding established sales goals:Successfully develops customer profiles and identifies their banking needs.Closes business and performs follow-up calls to ensure customer satisfaction.Builds warm but professional relationship with customers to help further define their needs and increase their loyalty to S&T Bank.Uses a complete understanding of the S&T Bank Sales process and a comprehensive knowledge of S&T policies and procedures to successfully identify add-on selling opportunities and make recommendations to customers based on their needs.

Works with multiple departments to implement second level approval on mobile deposits.Assumes responsibility for the efficient and effective operation of Solution Center - Digital by:Ensuring that prescribed operating policies and procedures are followed as well as maintains/updates department procedures and FDIC/IA documentation.Making recommendations regarding improved operating systems and procedures, changes in employment, salary and performance appraisals of department employees.Delegating responsibilities and coordinating training of staff.Coordinate cross-training schedules and assist with training when necessary.Develop and maintain use of periodic employee coaching plans.Performs special projects for management, utilizing a comprehensive understanding of the FIS system.Fraud monitoring using the resources of CLEAR, FIG, & CLD departments to prevent fraud.

Digital Team Lead duties include:Responsible for the day to day hands on supervision and coaching of staff. Prepares daily work schedules and functions.Assists in training new departmental employees.Assists Solution Center – Internal & Digital Manager/Assistant Manager with employee issues; 90 day evaluations and year end evaluations.Monitors live and recorded calls and coaches the staff on proper sales techniques, call flow and operational efficiencies.Effectively writes and delivers detailed call specific feedback based on quality standards of the department.Oversees daily reconcilement and review of multiple reports and accounts.Resolves issues between internal customers and department staff.Assists Solution Center – Internal & Digital Manager/Assistant Manager with facilitating operational procedures to staff.Performs outbound call campaigns as assigned. May call on new and existing customers to generate new business. Responsible for a variety of outbound calling, projects for marketing, digital: retail needs.Responsible for responding to Solution Center chats and email to online services email and risk payee emails.Utilizes the appropriate customer service/correspondence software to streamline and improve efficiency while conducting interviews with customers to determine financial needs. Follows up with customers by suggesting solutions that meet the customers stated and unstated needs. Responsible for Zelle enrollment, limit increase/decrease, & issues.

Performs follow-up calls to new account customers to determine satisfaction and additional leads.

Refers customers, based on their needs, to other areas of the bank such as Wealth Management, Insurance, etc.Participates in branch sales call campaigns, as needed. S&T Sales Program Certification (CARE) required.Maintains existing accounts; answers questions and solves problems related to customer accounts and handles check orders for new and existing accounts when needed.

May handle loan inquires, take loan applications; utilize decision power applications as customers’ needs dictate.Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

Requires S.A.F.E. Act certification. Proof of registration with the registry and verification of a unique identifier as established under the guidelines of the S.A.F.E. Act is required upon hire and/or must be obtained prior to performing the duties of a Mortgage Loan Originator, as defined by the Act. This registration must be maintained annually in accordance with the S.A.F.E. Act.

Assumes additional duties as required, such as, but not limited to balancing ATMs, processing deposits, etc.

Education

Requires a high school diploma or equivalent, plus specialized training or a two-year degree. Completion of S&T Bank CARE Sales Training Certification within six months. This position is responsible for and/or has the potential to take a residential mortgage loan application, as defined by the SAFE Act, and offer or negotiate the terms of the loan on behalf of the Bank through another employee, a broker, or an automated system

Experience

Requires five to ten years of general experience and two to five years of specialized experience required in a call center or retail sales environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range:

$16.23 - $31.73