AVP, Customer Care Center Manager

AMERICAN BANK N A•Waco, TX

About The Position

American Bank is seeking a highly motivated Customer Care Center Manager to oversee the daily operations of the Customer Care Center and ITM areas. The ideal candidate should be well-organized, flexible, self-directed, and possess excellent judgment. This role involves providing employees with leadership, guidance, and training to foster a high level of job knowledge and professional development. The Manager will also support the bank wherever service or assistance is needed, consistently applying sound decision-making techniques in handling inquiries, approvals, and requests, ensuring compliance with policies and procedures. The Manager should exemplify superior customer service and promote a positive work environment. Additionally, they will work with branches to enhance efficiency and ensure a valuable experience for American Bank customers. It is essential to uphold American Bank’s values when assisting customers and fellow team members. Coach, review, supervise, and train team members Ensure a comprehensive understanding of bank products and services Supervise employees to guarantee that schedules, processes, and procedures are adhered to, and employees receive adequate training Share a clear team vision and foster open communication, serving as a positive role model for all employees Review existing procedures and recommend improvements as needed Coach and develop employees on effective cross-selling techniques and needs-based dialogue Encourage participatory communication and support cross-functional process improvement initiatives Review and process consumer online banking enrollment forms, online loan applications, and secure mail inquiries Manage ITM (Interactive Teller Machine) transactions, including but not limited to deposits, withdrawals, check cashing, and loan payments Analyze ITM transactions and suggest improvements Collaborate closely with senior management Support employees by overseeing transactions as needed and assisting with customer issues and escalations Act as a resource for branch personnel regarding error resolution, customer onboarding, and team collaboration to address issues Assist in the hiring process and initiate coaching or disciplinary actions when necessary

Requirements

Knowledge of supervisory practices and principles
Ability to effectively communicate with Customer Care Center employees, customers, and management
Eagerness to learn and grow professionally
Proven customer service and interpersonal skills
Effective leadership qualities; confident and fair
Strong selling, cross-selling, and referral skills
Basic understanding of banking regulations, procedures, and policies applicable to job functions, including BSA requirements
Strong mathematical and problem-solving skills
Ability to engage customers, initiate conversations, build rapport, and handle objections
Capability to work effectively as a team member
Demonstrated accuracy and efficiency in a fast-paced environment
Strong communication skills, including active listening
Attention to detail and effective time management skills
Commitment to high standards of confidentiality
Ability to contribute to a positive work environment
Capacity to quickly learn and effectively use new technology
Proficiency in interviewing customers to understand their requests
Ability to prioritize tasks and handle multiple responsibilities
Skill in training employees and providing constructive feedback
Flexibility to facilitate change
High energy and enthusiasm for the role.
High School graduate or equivalent
A minimum of 4-5 years of banking experience
Excellent skills and proficiency in word/excel/outlook with the ability to learn new software applications
Must be a self- starter, dependable, accurate in completing responsibilities with strong attention to detail and accuracy.
Ability to accept and facilitate change

Nice To Haves

Supervisory experience preferred
Interactive Teller Machine experience preferred
Call Center experience preferred
4 year college degree

Responsibilities

Coach, review, supervise, and train team members
Ensure a comprehensive understanding of bank products and services
Supervise employees to guarantee that schedules, processes, and procedures are adhered to, and employees receive adequate training
Share a clear team vision and foster open communication, serving as a positive role model for all employees
Review existing procedures and recommend improvements as needed
Coach and develop employees on effective cross-selling techniques and needs-based dialogue
Encourage participatory communication and support cross-functional process improvement initiatives
Review and process consumer online banking enrollment forms, online loan applications, and secure mail inquiries
Manage ITM (Interactive Teller Machine) transactions, including but not limited to deposits, withdrawals, check cashing, and loan payments
Analyze ITM transactions and suggest improvements
Collaborate closely with senior management
Support employees by overseeing transactions as needed and assisting with customer issues and escalations
Act as a resource for branch personnel regarding error resolution, customer onboarding, and team collaboration to address issues
Assist in the hiring process and initiate coaching or disciplinary actions when necessary