Customer Service Center Manager
About The Position
The Customer Service Center Manager is responsible for hiring, training, preparing, and motivating staff members to provide excellent service to customers and bank employees. This role requires a strong knowledge of team-building activities that support a positive work environment, as well as excellent problem-solving and leadership skills. The manager sets objectives, analyzes call center metrics, ensures company and staff meet goals, and provides reliable, efficient support for customers and all team members. The ideal candidate is analytical, thorough, and able to learn new technologies quickly.
Requirements
- Minimum of five (5) to seven (7) years of banking experience or equivalent education required
- Minimum of three (3) to five (5) years of Call Center Management experience
- Scripting experience
- Proficient knowledge of business-related software including Adobe, MS Office, JH Suite
Nice To Haves
- Associates Degree preferred
- Bilingual preferred
Responsibilities
- Be an expert in ChoiceOne’s customer-facing technologies as well as debit cards, phone security measures, online banking, etc.
- Manage and continually optimize customer call flow processes. Make improvements as needed.
- Develop standards, processes, procedures, and documentation to support quality and service goals, involving assignment of incoming calls to closing the call with a satisfied customer.
- Compile monthly and quarterly reports for Management, Board, and Retail Banking, along with daily metrics that include complaint/problem frequency.
- Attend bank, branch, and department meetings as necessary, as well as conferences and other training opportunities.
- Lead the Hola Line initiative.
- Provide training to staff by supporting the Tips to Know project, facilitating ChoiceU classes, training retail staff members, etc.
- Administration of bank products, e.g. Synapsys
- Additional responsibilities as assigned.
- Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
- Be familiar with and comply with all federal and state banking regulations as applicable.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
