Assistant Manager Client Services

Industrial Bank of Washington•Largo, MD

4d•Onsite

About The Position

Industrial Bank is seeking a highly qualified professional for the position of Assistant Manager Client Services Department, located at 99 Commerce Place, Largo, MD. Industrial Bank is a successful and established African American owned and operated financial institution. It is a distinguished Community Development Financial Institution, with a Mission “To make a difference in people’s lives and the economic development of their communities". The Bank has a rich benefit package that includes medical, prescription, vision, dental, 401k, vacation and safe/sick days and 11 paid holidays and personal days. The Assistant Manager Client Services supports the daily operations and leadership of the Client Services Department. The Assistant Manager Client Services plays a key role in supporting and monitoring operations of the call center operations and service delivery using the Key Performance Indicators. This role is essential in performing staff coaching, customer issue resolution, and continuous improvement. This position also help to maintain clear, consistent call handling procedures and service standards and digital banking challenges Identify recurring service issues and recommend process or communication improvements Assist with onboarding and training of call center representatives, including product knowledge, systems, and compliance expectations Promote teamwork, engagement, accountability, relationship building Analyzing call center data and metrics to prepare performance reports for management Assist with internal audits, regulatory exams, and compliance reviews related to call center operations

Requirements

High school diploma or equivalent required; associate or bachelor’s degree preferred
2 to 5 years of combined experience in a Call Center and Retail Banking
2-3 years of supervisory experience in a high volume call center
1 to 3 years’ experience as a teller, banker, or in branch operations, with an understanding of financial products and compliance
Proven ability to coach staff, manage performance metrics (KPIs), and resolve complex customer issues

Responsibilities

supports the daily operations and leadership of the Client Services Department
supporting and monitoring operations of the call center operations and service delivery using the Key Performance Indicators
staff coaching
customer issue resolution
continuous improvement
maintain clear, consistent call handling procedures and service standards and digital banking challenges
Identify recurring service issues and recommend process or communication improvements
Assist with onboarding and training of call center representatives, including product knowledge, systems, and compliance expectations
Promote teamwork, engagement, accountability, relationship building
Analyzing call center data and metrics to prepare performance reports for management
Assist with internal audits, regulatory exams, and compliance reviews related to call center operations