Customer Solutions Center Manager

Salary Grade: 11

Exempt

JOB TITLE:  Customer Solutions Center Manager  

DEPARTMENT:  Retail Administration 

REPORTS TO:  VP Retail Operations Manager

Position Summary: Responsible for managing the effective day to day delivery of the Bank’s products services and solutions, via electronic and telephonic delivery channel, to potential and existing customers to maximize profitability, competitiveness, and growth of the Bank.  Develops and expands department productivity, sales and customer service objectives consistent with corporate goals, while complying with the Bank policies and regulatory requirements.  Develops and motivates department personnel to provide a superior customer service experience.  Maintains a positive image of the Bank in the community through that superior customer service experience.  Handles customer requests, inquiries and complaints.  Works to maximize sales opportunities and deepen customer relationships.

Essential Functions:

Under the direction of VP, Retail Operations Manager, supervises all aspects of Customer Solutions Center operations.

• Implements and reviews call center policies and procedures.  Strong knowledge of company’s products, services, and procedures. Updates and provides communication where efficiency or improved service objectives can be reached.
• Stay updated on industry trends, best practices, and emerging technologies related to contact center
• Develops and monitors call center service and sales standards and reports monthly to management.  
• Responsible for supervision and performance of the Solution Center Agents, to include hiring, onboarding, training & fulfillment, coaching, and conducting performance evaluations.  
• Track and analyze key performance indicators (KLPIs) on call center performance, customer feedback, and operational efficiency.
• Manage hours and scheduling for the CSC team to ensure coverage to meet SLA’s.
• Familiar with call center concepts, practices and procedures constantly focusing on improving customer experience and deepening customer relationships.
• Maintains a motivated and high-powered sales force.
• Develops sales plans in direct support of the Bank’s goals and objectives.  Works to attain all goals and objectives.  Motivates and directs staff accordingly to attain department service and sales goals. Pursue opportunities to establish new relationships and expand existing customer relationships through phone and online channels.
• Tracks and reports the department’s activities including KPI’s to management.
• Responsible for all aspects of ACD (automatic call distributor) lines and customer queues (including chat function) and provides recommendations for enhancements focusing on providing “customer friendly” systems.
• Ensures that the department adheres to security standards through policies and procedures.
• Ensures compliance with all Bank policies, internal controls, and state and federal government regulations. Particular emphasis on BSA related regulations, such as U. S. Patriot Act, OFAC, CIP and Anti Money Laundering where appropriate.
• Evaluates potential needs of customers and provides recommendations to SVP, Chief Operations & Digital Banking Officer. of new or enhanced call center products/services.
• Attends educational programs and meetings internally and externally
• Communicates the Bank’s policy/procedure and mission to the staff through regular department meetings.
• Ensures a continued high quality of service to internal and external customers, utilizing excellent written, oral and visual communication skills.
• Answering calls, managing both inbound and outbound calls, greeting customers, and providing information, troubleshooting and resolving complaints
• Mitigate fraud by analyzing unusual customer behavior and collaborating with key areas 
• De-escalate, demonstrate empathy and resolve customer inquiries, problems or complaints requiring a higher-level authority. 
• Periodically attend and participate in customer service, product, processes, technical training initiatives
• Proactively escalate problems and system outages or product issues to management
• Actively participates in community service and consistently represents Dime Bank in a professional manner. 
• Assists Customer Solutions Center Agents as needed

The above duties may not be all inclusive. The incumbent may be asked or required to perform other work as time and abilities allow.

Knowledge, Skills, Requirements:

• Requires a bachelor’s degree in a related field of study or parallel experience in banking and adherence to the bank’s training policies and requirements.
• 3 to 5 years’ experience managing a call center, preferred
• Previous supervisor or management experience, required
• Strong knowledge of financial products and services, sales and sales-management techniques, and banking regulations.
• Adhere to compliance of all applicable Federal and State bank regulations, as well as Dime Bank policies and procedures
• Exceptional customer service, including active listening skills, customer relationship building, product and services referral skills
• Intrinsic motivation to provide top level service, KPI objectives, and excellent time management skills
• Excellent verbal and written communication and leadership skills, problem solving, and a demonstrated ability to interact well with all levels of personnel
• Ability to prioritize, handle multiple tasks, stay organized, and work independently
• Dependability and punctuality are essential to this role

Physical Demands and Condition Requirements:

• General office environment

Equipment Used:

• General office equipment, i.e., calculator, photocopier, etc.
• Computer

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.