This position will supervise the Customer Support team within our Commercial Services Department in Bank Operations. Commercial Services is primarily responsible for providing support to our business and commercial customers over the phone and through email. Products and services supported by the team include but are not limited to online banking, mobile banking, ACH origination, remote deposit capture, credit cards, positive pay, investment sweeps, and cash vault services.

This position will be responsible for scheduling, planning, and defining the daily department workflow to ensure all necessary tasks are completed timely and accurately. It is also responsible for the quality of work performed and monitored through periodic quality control reviews. The individual will also lead training efforts to ensure procedures are thorough, complete, followed accurately, and that sufficient depth exists for each task. This position will have extensive personnel responsibilities including coaching, counseling, hiring, and ongoing performance evaluations.

Position Requirements:

Interested candidates must possess at least 3 years banking experience and/or management experience. Experience in a call center environment and a college degree is preferred, but not required. 
Additional requirements include:
• Ability to lead and motivate a team
• Consistently perform in a volume driven environment where workload fluctuates, but deadlines stay the same and service levels must be met
• Ability to communicate efficiently and effectively on the phone and through email to internal customers and business partners
• Strong work ethic, critical thinking, and problems solving skills with attention to detail
• Ability to escalate issues and concerns appropriately
• Ability to perform specific tasks independently
• Ability to use standard computer software (MS Outlook, MS Excel) and quickly learn to navigate and operate job-specific software and web-based applications
• High degree of reliability
• Other duties as assigned by management
In addition, the position is expected to read, reference, interpret, and develop written departmental procedures, cross train on department tasks, make suggestions to correct or enhance existing processes, and take advantage of available opportunities to develop a deeper understanding of applicable regulations, operational compliance, and the banking industry to support career development and growth.