Solution Center Service Manager

S&T Bank

93d • $55,000 - $149,000

About The Position

The position is responsible for ensuring all external and internal customer telephone inquiries and requests are satisfied in a timely, courteous, and professional manner. The role includes direct supervision of the Telephone Financial Consultant (TFC) Supervisors and TFCs in the supervisor's absence, and requires close collaboration with other departments to ensure adherence to policies and procedures within the Solution Center Service division.

Requirements

• Five to ten years of general experience.
• Two to five years of specialized experience with call center management.

Responsibilities

• Supervise TFC supervisors and manage operational customer service duties and daily management of the department and satellite call center sites.
• Approve schedules of TFC staff monthly based on call volume trends.
• Track and monitor phone system statistics for call volume and trends, providing reports to executive level.
• Facilitate operations procedures to staff and update the Solution Center Service operating procedure manual.
• Handle escalated customer issues to ensure satisfaction, acting as the first level of contact for escalated calls.
• Respond promptly to customer/internal inquiries in a courteous and professional manner.
• Provide accurate product knowledge and service information to customers and internal personnel.
• Draft professional written correspondence to customers when necessary.
• Demonstrate technical proficiency in various products including IBS Insight, Service request manager, Digital Banking Products, Cardbase system, Customer Information System, and Loan/Deposit/Retirement system.
• Work closely with FIS on Cisco telephone system issues, including ticket management.
• Research Cisco telephone system capabilities for enhanced efficiency and serve as system expert.
• Create a vision for growth for the Solution Center Service division and strategize with Senior Management.
• Manage service dashboard categories to exceed annual goals and coach staff accordingly.
• Address employee issues, conduct evaluations, and advise management on terminations.
• Assist Branch Administration Department by reporting quality service concerns.
• Provide exceptional customer service via telephone, mail, chat, and email.
• Coach TFC Supervisors on referral lead generation to sales division.
• Review call evaluations with Quality Control Assistant for coaching purposes.
• Manage hiring and training of new Solution Center Service employees.
• Attend STELLAR and Speed of Trust training and maintain ongoing requirements.
• Maintain good working relationships with bank employees and demonstrate strong interpersonal skills.
• Take on additional tasks or projects to support employees and operations.
• Present department operations overview in various group settings.
• Assume additional duties as required.

Benefits

• Equal Opportunity Employer
• Commitment to providing reasonable accommodations for individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees