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Great Southern Bank Call Center Lead in Springfield, Missouri

Come be a part of something greater! Great Southern Bank is committed to fostering an environment where everyone can contribute and succeed at every level. By embracing diversity, we celebrate and value differences in age, outlook, cultural background, lifestyle and physical ability. We offer career opportunities and advancement across a wide range of disciplines. Ranked #1 Forbes Best Bank 2021, come join our team of customer service experts today!

General Description

The Call Center Lead is responsible for assisting the Call Center Manager with supervising the daily operations of the Call Center Department, specifically focused on developing and motivating staff. Keeps the Call Center Supervisor informed in regards area of responsibility.

Essential Duties and Responsibilities

  1. Works with the Call Center Manager to monitor system performance, identify and resolve problems and maximize productivity.

  2. Works closely with assigned staff, evaluating individual performance, developing skills and improving effectiveness.

  3. Maintains a strong working knowledge of all applicable Bank policies, procedures and product lines.

  4. Monitors calls for accuracy, completeness, courtesy, professionalism and follow-up.

  5. Handles difficult and more complex customer calls and/or complaints.

  6. Maintains regular and reliable attendance, punctuality and personal appearance. Reads, writes, and communicates in a clear and efficient manner via various types of correspondence, such as, in person, phone, email, letters, etc. Adheres to all company policies and procedures, as well as all applicable banking rules, regulations, and laws (including BSA/AML).

  7. Performs all other duties as assigned.


  • High school diploma or GED

  • 1 to 2 years related experience and/or training

  • Regular use of desktop/laptop computer and basic operating systems.

  • Basic experience with alphanumeric data entry, presentation/PowerPoint, spreadsheet, and Word Processing

  • Ability to add, subtract, multiply and divide

Great Southern Bank is proud to be an Equal Opportunity Employer, treating all candidates and employees equitably without regard to race, color, gender, religion, national origin, ancestry, age, disability, protected veteran status, gender identity, sexual orientation or any other basis prohibited by law.

Monday - Friday 8am - 7pm, rotating Saturdays 8am - 6pm, and Sundays 9am - 4pm

Total Hours: 40

Job Grade: 5