Assistant Contact Center Manager

Mercantile Bank•Wyoming, MI

About The Position

Join Mercantile Bank as a Full-Time Assistant Contact Center Manager in Wyoming or Alma, Michigan, where you can shape your future in a leadership role while working alongside an energetic team. This position offers the unique opportunity to be a problem solver and a coach, mentoring staff to achieve their best and fostering a culture of continuous improvement. Some travel to both the Wyoming and Alma office will be required to support the teams. Primary responsibilities: Work with and lead a team of bankers who are constantly providing excellent service to customers through various channels Be on the lookout for better ways to serve customers while solving problems that arise in the most efficient way possible Manage the process of documenting procedures and processes to drive consistency within the team At Mercantile Bank, we value innovation and collaboration, making this the perfect place for those looking to thrive in their careers. Embark on a fulfilling journey that blends professional growth and a supportive company culture today! You will play a pivotal role in delivering exceptional customer service while ensuring the efficient operation of our dynamic contact center. You will supervise staff and collaborate with the Contact Center Manager to implement innovative strategies, improve systems, and enhance processes. Your leadership will focus on developing and retaining a high-performing team, delivering coaching in sales, service, and operational excellence. With an in-depth knowledge of our bank's products and services, you will communicate effectively, manage day-to-day operations, and lead by example in handling customer interactions, from opening deposit accounts to resolving issues. You will also ensure adherence to bank policies, recognize trends in customer communications, and actively contribute to creating a cohesive and customer-focused experience across all digital channels. To thrive as the Full-Time Assistant Contact Center Manager at Mercantile Bank, you must possess a robust skill set tailored to a fast-paced banking environment. A minimum of three years of experience in customer service, preferably within banking, is essential. Your strong computer skills and ability to communicate processes clearly will enable you to effectively convey critical information to your team and customers alike. Proven leadership qualities are crucial as you will be responsible for managing and developing staff, fostering a collaborative atmosphere that drives operational excellence. Key competencies include exceptional verbal and written communication skills, sales and customer service aptitude, as well as analytical and problem-solving abilities. You should be comfortable multi-tasking and meeting deadlines while maintaining composure in a dynamic setting. A two-year college degree or relevant specialized training will further support your ability to perform effectively in this role, ensuring customer satisfaction and operational efficiency at Mercantile Bank.

Requirements

Three or more year's related banking experience including customer service settings
Strong computer skills
Ability to multi-task and meet multiple deadlines
Leading and managing a team of employees
Effective and efficient communication skills (verbal and written)
Sales and customer service skills
Analytical and problem solving/resolution skills
Operational with a proven ability to develop procedures
Function well in a fast-paced and at times stressful environment

Responsibilities

Work with and lead a team of bankers who are constantly providing excellent service to customers through various channels
Be on the lookout for better ways to serve customers while solving problems that arise in the most efficient way possible
Manage the process of documenting procedures and processes to drive consistency within the team