Description

Position Summary 

This bank operations position supervises the client support staff within the banks call center. They will lead the development and enhancements of technology, implement new services, and ensure compliance with online and remote banking services. Online and mobile banking services include card management tools, remote deposit capture, bill pay, transfers, positive pay, ACH and Wire origination. Remote banking services include Automated Teller Machines and telephone banking applications. This position requires strong leadership, communication, and project management skills. The manager will strengthen the environment of teamwork and collaboration across bank teams to achieve results. Oversight of daily operations of all department functions; participates in marketing campaigns and product launches; attain sales, quality control and client support specialist goals. This position will uphold and embrace CCF’s Mission, Vision, and Values every day by providing exceptional customer service and support to internal and external customers. 

Primary Responsibilities

The following duties are primarily performed and are essential for this position. Employees are expected to be able to perform each of these job duties satisfactorily and successfully to be qualified for the position. The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

• Reinforces the application of superior customer service through their own example along with appropriate follow through with involved customers and employees; conducts specific periodic meetings and presentations on this topic with all staff members.
• Develops, implements and enhances call center systems, technologies and strategies; reviews existing systems and strategies for enhancements as a result of business goals, competitive pressures and to better serve customers; research best practice call center methods; conducts vendor due diligence; estimates demand and system usage.
• Oversees the operations of all Call Center functions; takes ownership and ensures timely response and resolution of customer issues; ensures activities run smoothly and efficiently. Observes employee demeanor, technical accuracy, and conformity to policies and procedures; answers questions and recommends corrective solutions to address customer concerns or complaints.
• Writes and updates policies and procedures as required for new bank services, including regulatory or system changes.
• Monitors the productivity of department personnel to ensure customer service consistency and uniformity; reviews system reports to monitor call duration, hold time, transfer activity, etc.; 
• Participates in vendor meetings as required, may include minimal travel requirements. 
• Supports escalated customer service issues, identifies and implements corrective action for system limitations or errors.
• Provides analytics of call performance and service levels to management committee.
• Plays a positive role in the development and growth of assigned staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross trained staff.
• Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises the daily activities of the department including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.
• Assumes responsibility for various department functions in the absence of staff members or in overload situations.
• Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules and regulations; adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
• Serve on Bank and other community driven committees.
• Performs other duties as assigned.

Minimum Education Requirements 

• Bachelor’s degree in Business Administration, Sales or related field.
  • Note: Electronic banking experience may be considered in lieu of the degree.
• Six (6) years of bank operations experience.
• Two (2) years of supervisory experience in the financial industry.
• Experience in operating a personal computer, word processing, spreadsheet, and other specialty software programs.
• In evaluating candidates for this position, CCFBank may consider a combination of education, training, and experience which provides the necessary knowledge, skills, and abilities to perform the duties of this position. 

Desired Education and/or Experience Requirements 

• Bilingual (English/Spanish)
• Call center or customer service support experience in a financial institution or business environment.
• Experience with payments and core banking systems.

Requirements

CCFBank is committed to fostering and cultivating an inclusive and diverse culture and we are proud to be an Equal Opportunity Employer, including disability and veterans. We recognize our colleague’s individual talents and unique perspectives to continue to Make More Possible.