Overview:
Position Overview
Reporting to the Central Regional Manager, the MCC Supervisor is a key Member of the Service and Success team. This role is critical in supporting Member Care Coordinators to achieve Member service support in collaboration with the branch team, attain competency levels required for their role as well as identifying and implementing improvements to National Standards and processes.
If you appreciate growth and training opportunities, thrive on building relationships and helping others, and want to develop your career in tax and accounting, then this is the role for you!
KEY RESPONSIBILITIES
As an MCC Supervisor, you will:
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Evaluate the performance of and support MCC’s to achieve FBC Service and Success standards through actively monitoring and reviewing recorded and live Member interactions
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Provide positive and corrective feedback to MCC’s on their communication and service performance
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Develop the skills of existing MCC’s and new hires so they are able to achieve FBC service standards
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Be a regional contact point for MCC questions on products and services
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Interpret call trends and share key observations and recommendations with MCCs and Regional Managers to celebrate success and to improve areas of opportunity
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Lead by example and demonstrate exemplary customer service to FBC Members and FBC associates in relying on them to service the Membership
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Collaborate with other team members/departments to manage and exceed Member expectations
QUALIFICATIONS
Education and Experience:
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Previously held a Technical Tax Position or a Supervisory Position
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Related Business Diploma/Degree or Equivalent Experience
Other Requirements:
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Ability to engage, supervise and lead both local and remote teams
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Excellent written and verbal communication skills
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Ability to interpret data and reporting information, recognize trends and recommend/take action to impact trends in a positive way
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Strong problem solving abilities
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Basic tax, accounting or bookkeeping skills
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A strong working knowledge of MS Office
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An aptitude for learning
FBC Provides the Following:
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You will be eligible to participate in the following Benefits plans
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Medical, Dental, Life and Long-Term Disability
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Employee and Family Assistance Program
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Employee Referral Bonus
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Employee Member Discounts
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Health Spending Account
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Matching Savings
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Matching Giving
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Provides a competitive salary
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Comprehensive training and development and a supportive environment to ensure success in your career
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Career stability with a company that has been providing tax & bookkeeping services for 70+ years (and we all know taxes are not going away any time soon)
If you enjoy helping people on a daily basis and want a career that supports your development, APPLY TODAY!
