AVP, Customer Relations Manager

Solvay Bank•Syracuse, NY

5h•$64,800 - $79,200•Onsite

About The Position

The AVP, Customer Relations Manager provides oversight of the daily operations of the Bank’s call center to ensure high-quality service, fast resolution of client concerns, and the achievement of performance goals. This position works closely with the Chief Retail Banking Officer and the Customer Relations Supervisor to ensure excellent customer service while executing operational functions adhering to Bank Policy and Procedure, as well as overseeing new initiatives. The ideal candidate will have 5 or more years in banking experience in an operational role with a working knowledge of banking products and services and high focus on customer service, demonstrated success is problem resolution, as well as the ability to cultivate and maintain strong internal and departmental relationships.

Requirements

5 or more years of banking experience in an Operational Role with a focus on a high level of customer service.
A minimum of 5 years’ management experience.
Outstanding communication, problem-solving, and conflict resolution skills.
High empathy and the ability to inspire and motivate a diverse team.
Demonstrated success in problem resolution.
Demonstrated knowledge of banking products and services
Ability to cultivate and sustain strong internal and departmental relationships.
Understands Solvay Bank Work Values and visibly exhibits these values in daily approach to work and work relationships.
Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to customer inquiries.
Written / Electronic Communication - Communicates effectively both verbal and written as appropriate for the needs of the audience.
Verbal Communication – Conveys information respectfully and intelligently by verbally communicating information and ideas so that others understand.
Motivation – Is self-motivated and can motivate co-workers to develop successful relationships with all customers and staff members.
Creativity and Innovation – Develops new and original ideas that foster growth and efficiency within Operations and the Customer Relations area.
Dedication and Involvement – Is involved with the Solvay Bank Community and Staff.

Responsibilities

Resolve operational problems. Interface with other bank departments and branches regarding problems, research, assistance, etc.
Maintain in-depth knowledge of products and services offered by the Bank.
Responsible for identifying necessary training for department team members on operational and support topics.
Host 1:1 coaching sessions with Customer Relations Supervisor and participate in Customer Relations Specialist coaching sessions occasionally.
Provide guidance and assist with escalated complaints, disputes, or complex customer inquiries that front-line agents are struggling to resolve, ensuring a high level of customer satisfaction.
Identify opportunities, as a team, to better educate bank clients on products and services available to them.
Measure performance with key metrics such as call abandonment, call waiting, call time, etc. and report these to Management with recommendations, if necessary.
Routinely review and identify business needs, analyze process’ to ensure they meet expectations, and recommend opportunities to ensure continued improvements.
Focus on efforts to provide exemplary customer service to our digital-preferred client base.
Develop knowledge of and ensure compliance through job functions and responsibilities relating to various federal regulations including Bank Secrecy/Anti-Money Laundering Act, Regulation E, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, and Regulation CC.
Support audit and exam requests in collaboration with the Operations and Branch Administration teams.
Ensure timely response and resolution of customer issues.
Provide guidance for solutions to customer inquiries in a timely manner to ensure customer satisfaction. Encourage “ownership” of the inquiry until adequately resolved.
Foster a positive and professional work environment.
Assist with special projects and other duties as needed.
Maintain a high degree of confidentiality regarding customer accounts.