Position Description: Responsible for providing supervision and effective leadership to the FSWB call center staff. In addition, coordinating with the JH Call Center to provide high-quality customer service via telephone and other electronic contact channels. Customer contacts include solving customer issues, complaints, and inquiries in a professional manner. Position Responsibilities: Manage the efficient answering of all in-coming customer calls, call center transfers, Banno Inquiries, and other electronic customer inquiries. Coach active listening to identify customers needs, provide correct information, and take ownership of the issue to ensure appropriate resolution. Model activity that leads to proactively taking calls from customers, answering questions and addressing any concerns they may have. In-depth knowledge of FSWBs products, services and provide accurate information. De-escalate situations involving dissatisfied customers, offering patient assistance and support. Guide customers through troubleshooting and navigating on-line platforms. Adhere to the sunset rule, (getting back to the customer by the end of the day even if you dont have an answer yet). Act as escalation point for complex customer issues and provide guidance or assist in resolving the issue. Secondary Duties:
Works closely with frontline staff for support to provide high quality customer service.
Keeps team current on all required training. Effectively opens, closes, and performs maintenance on all accounts. Minimum Qualifications: MINIMUM QUALIFICATIONS: - At least 5-7 years of banking manager experience or 2-3 years call center management experience.
High School Diploma or Equivalent; College degree preferred.
Effective written and oral communication skills.
Experience with online and mobile banking desired.
Possess strong organizational skills and ability to handle multiple tasks.
Strong attention to detail in order to maintain high level of confidentiality.
Proficient computer skills required.
Pleasant disposition which gives a positive image of the bank to customers and prospects.
Good verbal, written, and telephone communication skills.
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
Regularly required to talk or hear; frequently required to use hands or fingers, handle or feel objects tools or controls. Occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. Must occasionally lift and/or move up to 20 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. Depending on location and time of year, extreme high and low temperatures within the building will be experienced.
Additional Information: BSA Requirements: It is the responsibility of all employees to make all reasonable efforts to identify suspicious cash activity which may be associated with customer attempts to avoid the reporting requirements of the BSA or government or federal tax reporting, as well as potential money laundering resulting from criminal / illegal activities. All suspicious activity, regardless of the amount involved in the transaction, must be reported to a supervisor or Branch Manager for further investigation and possible reporting by the Bank Secrecy Officer to the Financial Crimes Enforcement Network (FinCEN).
No director, officer, employee, or agent who reports a suspicious transaction under the requirements of the BSA may notify any person involved in the transaction that the transaction has been reported.
Each employee of the bank shall be required to complete Bank Secrecy Act / Suspicious Activity training periodically which is commensurate with the duties of their position.