• Supervise, mentor, and motivate a team of Treasury Services customer service representatives, providing guidance and support to enhance their performance and development. • Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service. • Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery. • Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients. • Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction. • Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement. • Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs. • Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Treasury Services department.