Contact Center Assistant Manager

Mercantile Bank•Wyoming, MI

1d•Hybrid

About The Position

Join Mercantile Bank as a Full-Time Contact Center Assistant Manager based in Wyoming, MI or Alma, MI, where you can shape your future in a leadership role while working alongside an energetic team. This position offers the unique opportunity to be a problem solver and a coach, mentoring staff to achieve their best and fostering a culture of continuous improvement. This position is primarily in person with some potential of flexibility to work hybrid in an as needed basis after the initial training period. The Contact Center Assistant Manager is required to travel and support both the Alma and Wyoming offices. At Mercantile Bank, we value innovation and collaboration, making this the perfect place for those looking to thrive in their careers. Embark on a fulfilling journey that blends professional growth and a supportive company culture today! As an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best-in-class benefit options. You will play a pivotal role in delivering exceptional customer service while ensuring the efficient operation of our dynamic contact center. You will supervise staff and collaborate with the Contact Center Manager to implement innovative strategies, improve systems, and enhance processes. Your leadership will focus on developing and retaining a high-performing team, delivering coaching in sales, service, and operational excellence. With an in-depth knowledge of our bank's products and services, you will communicate effectively, manage day-to-day operations, and lead by example in handling customer interactions, from opening deposit accounts to resolving issues. You will also ensure adherence to bank policies, recognize trends in customer communications, and actively contribute to creating a cohesive and customer-focused experience across all digital channels.

Requirements

Three or more year's related banking experience including customer service settings
Strong computer skills
Ability to multi-task and meet multiple deadlines
Leading and managing a team of employees
Effective and efficient communication skills (verbal and written)
Sales and customer service skills
Analytical and problem solving/resolution skills
Operational with a proven ability to develop procedures
Function well in a fast-paced and at times stressful environment
A two-year college degree or relevant specialized training

Responsibilities

Work with and lead a team of bankers who are constantly providing excellent service to customers through various channels
Be on the lookout for better ways to serve customers while solving problems that arise in the most efficient way possible
Manage the process of documenting procedures and processes to drive consistency within the team
Supervise staff and collaborate with the Contact Center Manager to implement innovative strategies, improve systems, and enhance processes
Develop and retain a high-performing team, delivering coaching in sales, service, and operational excellence
Communicate effectively, manage day-to-day operations, and lead by example in handling customer interactions, from opening deposit accounts to resolving issues
Ensure adherence to bank policies, recognize trends in customer communications, and actively contribute to creating a cohesive and customer-focused experience across all digital channels