Major Function:

Oversees the Customer Service Center including supervision of Customer Service Center team. Individual in this position must thoroughly understand all the Bank's products and services to determine which best meet the customer's financial needs.

Essential Duties:

• Drives growth and professional development of the Customer Service Center team. Establishes clear expectations and holds team members accountable.
• Ensures customer satisfaction and retention through the consistent delivery of the Bank's Customer Service Standards by the Customer Service Center team.
• Ensures that the Customer Service Center team answers customer questions and resolves problems effectively and completes follow-up within the timeframe committed to the customer.
• Coaches and mentors the Customer Service Center team to help attract, retain and expand customer relationships.
• Supervises Video Banking, including: oversees processes and procedures, scheduling and the customer experience.
• Hires employees, manages work schedules, determines salary increases, recommends promotions, manage performance improvement, prepares performance appraisals and handles disciplinary actions.
• Trains and oversees the onboarding of new employees and provides ongoing training to the Customer Service Center team.
• Monitors Customer Service Center user activity and makes enhancements that drives innovation and continuous process improvement.
• Manages incoming customer emails via website and online banking to ensure inquiries have been addressed.
• Demonstrates proficiency in transactional tasks and assists with Customer Service Center duties as needed, including but not limited to:
  • Answering inquiries regarding deposit and loan services and products; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other requests concerning Bank products and services.
  • Processing requests for funds transfer, stop payment, check orders, change of address, research and discrepancies correction, statement reprint, change orders, and other requests from customers.
• Effectively uses computer systems for accessing customer account information, troubleshooting, gathering and tracking information and accurately recording transactions.
• Ensures the Q&A resource and Employee Directory on the Intranet is updated.
• Prepares monthly Customer Service Center and Video Banking activity reports and analyzes traffic trends to assist with staffing level decisions.
• Assists other employees, departments and branches to promote teamwork and excellent communication.
• Other duties as assigned.

Requirements:

Education & Experience

• Associates Degree preferred.
• Call center experience preferred.
• Supervisory experience preferred.
• Banking experience a plus.

Knowledge, Skills & Abilities

• Basic computer literacy, with knowledge of computer software (i.e. Microsoft Windows Operating System and Office applications).
• Well organized, accurate and detail oriented.
• Demonstrated history of providing exceptional service in a client-facing or call center environment.

• Exceptional customer service skills, professional telephone etiquette, and strong written and verbal communication skills.
• Ability to resolve problems and effectively deal with challenging customer and/or employee situations.
• Ability to coach, mentor and lead a team of employees.
• Ability to work independently or in team environment.
• Ability to work under pressure and multi-task.
• High level of dependability.

Reporting to this position: 4-5 Direct Reports

Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is frequently required to sit. The employees will constantly use and talk on the telephone and use a computer and other office equipment.
• Work environment: While performing the duties of this job, the employee is constantly located inside an office building.

Hours may vary but are typically between 7:30 a.m. and 5:30 p.m. Monday through Friday and rotating Saturday mornings.