Customer Support Manager

Decorah Bank & Trust Company•Decorah, IA

2d•Onsite

About The Position

Decorah Bank & Trust is seeking a full-time Customer Support Manager to lead their Customer Support department. This family and employee-owned company's mission is to help people achieve their financial dreams. The Customer Support Manager will create exceptional customer experiences by developing and supporting customer support staff, ensuring they accurately and timely identify customer needs and provide exceptional service. The primary objective is to be an effective leader for the department, maintaining high standards of customer experience and compliance, and ensuring efficient department operations. This role requires understanding and troubleshooting all department functions, with regular customer support responsibilities alongside leadership duties. The position demands the ability to understand and maximize the use of CSR-related technology, including core, teller, digital banking, and debit card platforms.

Requirements

High school diploma or general education degree (GED) and 12 to 18 months related experience and/or training required; or equivalent combination of education and experience.
Willingness to attend bank-related training and/or schooling as opportunities arise.
Integrity & Trust – Demonstrates honesty, consistency, accountability, and ethical decision-making while building trust with employees, customers, and stakeholders.
Communication – Shares information effectively, listens actively, and adapts communication to meet the needs of different audiences.
Accountability – Takes ownership of results and creates a culture where commitments are met and performance expectations are achieved.
Developing Others – Invests in employee growth, coaching, and succession planning to strengthen organizational capability.
Strategic Thinking – Understands organizational priorities and makes decisions that support long-term success.
Change Leadership – Leads and supports change while maintaining engagement, resilience, and operational effectiveness.
Collaboration – Builds strong relationships and partnerships that support organizational success.
Customer & Community Focus – Demonstrates commitment to serving customers, communities, and employee-owners with excellence.
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 public.
Ability to work with and apply mathematical concepts such as adding, subtracting, multiplication, and division in all units of measure, using whole numbers, common fractions, and decimals.
Ability to solve practical problems and deal with concrete variables.
Proficient with Microsoft Office Suite and/or related software.
Ability to work with many applications and software programs.
Excellent customer service skills.
Ability to multi-task and meet deadlines.
Strong organizational skills.

Nice To Haves

Bachelor’s degree and 12 to 18 months of related experience and/or training preferred

Responsibilities

Performs all normal customer support duties as a back-up which include but are not limited to cashing checks, taking deposits and loan payments, buying and selling currency, and customer service relating to debit cards, online banking, wires, and miscellaneous customer inquiries.
Responsible for maintaining adequate cash supply, balancing coin machines, vault, and cash recyclers.
Monitors offages and helps resolve teller errors.
Maintains adequate staffing, PTO requests, and timecards.
Track and monitor key performance metrics.
Maintain up-to-date department procedures.
Equipment troubleshooting and maintenance.
Coaches and trains department on various aspects of the job; such as maintaining high customer service standards, problem resolution, proper procedure, enthusiasm, confidence, and professionalism.
Maintains a positive, upbeat atmosphere within the department.
Ensures compliance with established procedures and practices.
Directs employee training to ensure staff demonstrate competency in required tasks.
Is responsible for training and development within the department, including both new and seasoned employees.
Focuses on growth and development of team – both for their role in Customer Support and setting them up for success in future roles when applicable.
Ensures department is using its systems and technology effectively and identifies opportunities for customer service improvement, policy and procedure enhancement and risk control in customer support.
Advises CSRs on procedure for handling customer inquiries and complaints.
Handles escalated customer support complaints from the team.
Assist and support other bank functions outside the normal scope of duties as needed to contribute to the overall success of the organization.
Directly supervises employees in the Customer Support Department and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Interviewing and training employees
Planning, assigning, and directing work
Appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Must embrace change and see it as an opportunity
Must be willing to express and support management's ideas to affected staff