Customer Service Manager

THE BANK OF COMMERCE • Idaho Falls, ID

3d

About The Position

The Customer Service Manager is responsible for overseeing the daily operations of the customer service department. This role works closely with the Payments Manager, Fraud and Deposit Operations Departments, as well as branch employees to ensure competent delivery and quality support for the Bank’s various services and programs.

Requirements

• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Demonstrates group presentation skills.
• Written Communication - Writes clearly and informatively; Able to read and interpret written information.
• Ethics - Treats people with respect and consideration regardless of their status or position; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Professionalism – Approaches others in a tactful manner; reacts well under pressure; accepts responsibility for own actions; follows through on commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Bachelor’s degree from a four year college or university; or ten years related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• Ability to stand and walk.
• Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision.

Responsibilities

• Responsible for staffing a department of 5-7 direct reports.
• Ensures that department personnel are properly trained in the use of the Bank’s services and programs. These programs include debit cards, prepaid cards, P2P (Person to Person transactions), bill pay and online and mobile services.
• Establishes policies and procedures and monitors for compliance.
• Stays current on technology, software, techniques and implements changes to enhance efficiency and high-quality customer interactions
• Ensures customer questions or issues received via phone, email, chat, secure messaging or other channels are managed efficiently and resolved in a timely manner.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager