Bangor Support Team Manager

Bangor Savings Bank•Bangor, ME

About The Position

The Bangor Support Team Manager assists in leading the department by supporting Bangor Support Representatives and management. The role helps develop a sales culture while delivering superior customer service and implementing initiatives to improve the experience of Bangor Savings Bank customers and employees. The manager provides listening feedback, models effective daily work, leads quality control, monitors production reports, tracks and addresses trends, resolves complex customer service issues, and may conduct specialized training or serve as an IMPACT coach. The position also educates less experienced team members and follows the Critical Staffing Plan when necessary. The manager helps lead the team in sales and service, coaches representatives through side-by-side and remote listening, tracks referrals, and serves as a lead generalist for most departments. The role requires in-depth knowledge of loans, deposits, electronic banking, and community relations, and coordination with other departments to resolve customer needs. The manager may assign work and coordinate schedules when the Manager or Assistant Manager is absent, provide supervision and guidance, and work with branches and Risk Management to resolve issues and identify risks or opportunities to improve processes and customer experience. As a senior team manager, this role coaches and manages Bangor Support Associates, contributes to initiatives beyond its core duties, and takes a leadership role among Team Managers. Human Resources responsibilities include participating in hiring and performance management, completing performance appraisals for direct reports, resolving conflicts, improving processes, and supporting employees' professional development. The position also helps maintain regulatory, operational, and security compliance and assists with departmental operational and audit functions.

Requirements

High school diploma or equivalent required.
Two years of experience in sales, consumer banking, lending, customer service, and/or operations.
Demonstrated personal computer literacy.
Ability to communicate clearly and professionally in telephone and written communication.
Strong customer-service and listening skills, with the ability to interact with staff and management at all levels.
Ability to manage time and information flow, multitask, prioritize and organize workflow, and meet accuracy standards.
Sound judgment and problem-solving skills, including the ability to follow appropriate steps to reach a resolution.
Ability to identify customer needs and sales opportunities, refer customers to appropriate business partners, explain product benefits, and cross-sell.
Ability to work collaboratively, share information and responsibilities, assist coworkers, and promote a positive team atmosphere.
Ability to adapt to change, take initiative, and plan activities to achieve sales goals.
Ability to lift up to 35 pounds and perform moderate reaching, walking, sitting, and standing.

Nice To Haves

College, business, banking, or professional training.

Responsibilities

Assist in leading the Bangor Support team in sales and customer service.
Coach Bangor Support Representatives through side-by-side and remote listening, and provide feedback.
Lead quality-control efforts and regularly monitor production reports, tracking trends and ensuring they are addressed.
Resolve complex customer-service issues and act as a liaison to coordinate first-call resolution with other departments and lines of business.
Track and report referrals to other departments and act as a lead generalist for most departments.
Maintain in-depth knowledge of loans, deposits, electronic banking, and community relations, as well as knowledge of bank products and services.
Provide customers with information about products, services, rates, service charges, fees, and other relevant information.
Handle routine service issues independently and consult appropriate staff for advanced problem resolution.
Work collaboratively with branches to determine resolutions for customer needs and concerns.
Identify issues for escalation and work to improve processes, procedures, efficiency, and customer experience.
Work closely with Risk Management to identify and elevate risk concerns and trends.
Assign work and coordinate schedules when the Manager or Assistant Manager is absent, and provide supervision and guidance to ensure accurate work.
Conduct specialized training or act as an IMPACT coach when needed; educate less experienced team members and lead by example.
Manage and coach a team of Bangor Support Associates, support departmental initiatives, and take a leadership role among Team Managers.
Participate in hiring and performance management for direct reports and complete their performance appraisals.
Provide leadership, conflict resolution, process improvement, and communication to staff; mentor and coach team members in professional development.
Foster a cohesive, positive work environment and collaborative relationships with other departments and leaders.
Maintain knowledge of operational, risk-management, and security policies and procedures, and help ensure staff knowledge and regulatory compliance.
Assist with operational and audit functions within the department, sometimes acting as lead.
Interact effectively with others, uphold teamwork, meet attendance and punctuality standards, and perform additional duties as requested.