Assistant Customer Success Manager

Penn Community Bank•Bristol, PA

2d•Onsite

About The Position

This role is responsible for managing the daily functions of Customer Success Specialists and Business Development Specialists, focusing on key performance indicators such as first call resolution, lead management, and conversion success. The position involves serving as a point of contact for disgruntled customers, aiming for resolution and account retention. It requires strong financial acumen, including knowledge of the banking industry, products, and regulations, ensuring policies balance compliance and risk management. The role also involves representing the Customer Contact Center's perspective on Customer Experience and Incident Response Committees. A key aspect is contributing to the development of team members' skills through training and coaching, with a focus on retaining talent as reflected in performance reviews. The position identifies opportunities to improve offerings, drive product adoption, deepen customer relationships, increase usage, and enhance profitability. It serves as a Subject Matter Expert (SME) for the branch network and as a primary backup for Deposit Operations (Online Banking, ATM/Debit Cards). The role requires proficiency in Salesforce for tracking sales goals and referrals, and administration of Zoom Contact Center, including managing phone, chat, email, and SMS queues, call recording, and extrapolating call analytics for KPI reporting. Additional administrative duties include managing Online Account Opening, overseeing the agent approval process, administering the customer chat platform, and handling various customer requests such as wires, faxes, appointment requests, and QwickRate CD openings. The role also includes pilot duties as assigned by the Customer Success Manager, providing strategic execution and leadership for the technology roadmap.

Requirements

Three years call center experience, preferred in financial services
Minimum 2 years’ supervisory experience
Highly developed interpersonal and communication (written and verbal) skills with superior customer service acumen; ability to manage difficult customers in a professional and tactful manner
Exhibits high level of time management, prioritization, delegation and organizational skills while serving
Strong leadership and supervisory skills with ability to interact effectively with all levels of team members
Ability to use sound judgment when making decisions on behalf of the Bank
Proficient computer skills; including Microsoft Office suite and technical capacity to learn and manage third-party systems
Proficient understanding of banking, branch operations, deposit operations and compliance requirements of marketing and disclosures
Strong organizational skills; high level of attention to detail, ability to prioritize tasks, multi-task, problem solve and analyze information

Nice To Haves

Four-year college degree in a related field preferred or equivalent work experience.

Responsibilities

Manage daily function of Customer Success Specialists focusing on first call resolution, exhibiting leadership and communication to team while monitoring recordings - enforcing calls are answered in a knowledgeable manner while striving to exceed industry standards
Manage daily function of Business Development Specialists focusing on call campaign effectiveness including lead management and conversion success.
Serve as a point of contact for disgruntled customers, resolution and account retention in addition to exhibiting appropriate judgment in upward communication regarding department or employee concerns and conflict resolution
Display strong financial acumen, including knowledge of banking industry, products, and regulatory understanding and ensure policies and procedures balance appropriate compliance, risk management and actively participates and represents Retail Banking and the Customer Contact Center perspective on Customer Experience and Incident Response Committees
Contribute in the development of Team Member’s skills and analytical capabilities through training, practice or outside education.
Assure high levels of service and performance through coaching while developing and retaining talent reflective in mid-year and annual performance reviews
Identify opportunities to improve offerings to drive product adoption, deepen customer relationships, increase usage, and increase profitability
SME for branch network in addition to department serving as primary back up to Deposit Operations (Online Banking, ATM/Debit Cards, and all applicable facets of the bank)
Proficient Salesforce professional responsible for accurately tracking Sales goals and referrals
Zoom Contact Center Administrator with control over updating all channels of engagement including phone, chat, email and SMS queues, call recording management and extrapolating call analytics to compile KPI’s and provide department performance data on a regular basis to Customer Success Manager.
Administrator for Online Account Opening, complying with all account opening policy requirements. Oversee agent approval process and maintenance.
Administrator for customer chat platform for both authenticated customers in online banking and prospective customers on external PCB site
Oversee completion of all wires, manage centralized bank wide fax requests, incoming customer form submissions, appointment requests, and opening and funding of QwickRate CD’s for Finance and Accounting
Pilot duties as assigned by Customer Success Manager and provide strategic execution and leadership in support of the technology road map
Comply with applicable bank regulations, such as regulations governing currency transactions, purchase of negotiable instruments, and money laundering (BSA, AML).
Comply with all applicable regulations and Bank policies regarding employment and employment law.
Participate in annual compliance and other job-related training.