Assumes all duties and responsibilities of the Customer Service Center Manager when he/she is out of the office.
Provides coaching and mentoring of all staff to include relationship building with our customers.
Assists the Customer Service Center Manager in mentoring and coaching staff on a regular basis in all areas of performance.
Maintains effective and efficient staffing levels.
Builds cohesive working relationships with all departments and branches.
Creates and maintains a professional and positive work environment within the department.
Attends required training, meetings and conference calls and provides information to CSC staff as appropriate.
Assists the Customer Service Center Manager in updating procedures relating to CSC.
Handles or provides assistance to other CSC employees with more complex situations.
Provides input or assistance with department staff meetings.
Observes staff to ensure the desired levels of customer service are being met in accordance with department policies and objectives.
Initiates, reviews and approves wire transfer requests.
Approves debit cards limit increases.
Responds to inquiries concerning customer account information in accordance with the Right to Financial privacy act, Identify Verification and Pretext procedures.
Investigates and resolves customer issues and communicates to the appropriate party.
Continually develop and maintain a working knowledge of internal policies and procedures to effectively help all customers via telephone or e-mail. Refer customers to appropriate personnel within the bank for problem resolution.
Provides an array of services including check orders, bill payments, debit card increases, transfers, travel notes, password resets, processing disputes and situations requiring special handling.
Keep abreast of all products and services offered by the bank to service customers and answer questions. Continually look for products and services that will help customers obtain their financial goals or refer them to the appropriate employee for follow-up.
Assists in the oversight and completion of duties conducted by call center staff including key logs, Reg D reports, reviews, returned mail, and replying to secure/unsecured On-line Banking (OLB) emails within proper time schedules.
Assists the Customer Service Center Manager with call center software, utilizing all reports within the software for management purposes.
Monitor call reports and rollover percentages.
Responsible for making sure phones and answering systems are working.
Perform all job duties to ensure compliance with all applicable acts, laws and regulations and to ensure staff has the training and resources to perform duties to maintain compliance with such acts, laws and regulations.
Non-Essential Duties and Responsibilities
Assists the Customer Service Center Manager in completing action plans for staff and provides ongoing coaching.
May be assigned the role of the Security Officer for the area.
Provides feedback for performance evaluations.
Order supplies for the department as necessary.
Expected to acquire knowledge and skills necessary to fulfill CSCM position should it become available.
Supervisory Responsibilities
Carry out supervisory responsibilities is accordance with Bank policies and applicable laws. Responsibilities include interviewing, selection of staff and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications Required
(Required education may be satisfied by experience and/or working knowledge)
A high school diploma or equivalent. One year of general banking experience. One year of experience directly supervising staff. Intermediate knowledge of Microsoft Word, Excel, Outlook and Power Point.
Physical Requirements and Working Conditions
Sitting for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner or other basic business equipment. Ability to lift heavy items that may weigh up to 20lbs (e.g. boxes of copy paper/files, etc.). Ability to perform repetitive finger, hand and arm movements. The job is within the normal office cubical environment.
Qualifications Preferred
Two years of general banking experience to include a thorough knowledge of banking products and services. Two years of supervisory experience. One year of experience in a customer service/call center environment.
Experience
Required
1 year(s): Directly supervising staff
1 year(s): General banking experience.
Education
Preferred
High School/GED or better
Skills
Preferred
Team Building
Verbal Communication
Written Communication
Problem Solving Ability
Leadership
Flexibility
Employee Development/Coaching
Dependable
Decision Making
Customer Service
Creative Thinking
Conflict Resolution
Conflict Management
Coaching
Analytical
Communication
Behaviors
Preferred
Team Player: Works well as a member of a group
Leader: Inspires teammates to follow them
Enthusiastic: Shows intense and eager enjoyment and interest
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Preferred
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Self-Starter: Inspired to perform without outside help
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
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)
