Bangor Support Team Manager

Bangor Savings Bank•Bangor, ME

About The Position

The Support Team Manager assists in leading the Bangor Support department by supporting Bangor Support Representatives and management. The role helps develop a sales culture while providing superior customer service, and helps create and implement initiatives to improve the experience of Bangor Savings Bank customers and employees. The manager provides listening feedback, models effective daily work, supports quality control, monitors production reports, tracks and addresses trends, resolves complex customer service issues, and may deliver specialized training or act as an IMPACT coach. The position also educates less experienced team members and follows the Critical Staffing Plan when necessary. The role helps lead sales and service activity, coaches representatives through side-by-side and remote listening, and serves as a lead generalist across departments. It coordinates with other departments and branches to resolve customer needs, provides guidance and supervision, supports hiring and performance management, and contributes to compliance, risk management, operational, and audit functions.

Requirements

High school diploma or equivalent required.
Two years of experience in sales, consumer banking, lending, customer service, and/or operations.
Demonstrated personal computer literacy.
Ability to communicate clearly and professionally by telephone and in writing and interact with all levels of staff and management.
Ability to manage time, prioritize and organize workflow, multitask, and meet accuracy standards.
Sound judgment and problem-solving skills.
Ability to identify customer needs and sales opportunities, make appropriate referrals, explain product benefits, and cross-sell.
Ability to perform the essential functions unaided or with reasonable accommodation.

Nice To Haves

College, business, banking, or professional training.

Responsibilities

Help lead the Bangor Support team in sales and service.
Perform side-by-side and remote listening and provide coaching feedback to Bangor Support Representatives.
Track and report referrals to other departments.
Act as a lead generalist for most departments and maintain in-depth knowledge of Loans, Deposits, Electronic Banking, and Community Relations.
Coordinate with other departments or lines of business to provide customers with first-call resolution and follow up as appropriate.
Assign work and coordinate schedules in the absence of the Manager and/or Assistant Manager.
Provide supervision and guidance to ensure accuracy of work.
Collaborate and communicate with branches to resolve customer needs and concerns.
Recognize issues for escalation to improve processes, procedures, efficiency, and customer experience.
Maintain thorough knowledge of Bank products and services.
Work with Risk Management to identify and elevate risk concerns and trends.
Provide customers with information about products, services, rates, service charges, fees, and other relevant information.
Maintain knowledge of deposit products and services and basic consumer loan products.
Understand business partner relationships and refer customers to appropriate team members in accordance with Bank strategy.
Handle routine service issues independently and consult appropriate staff for advanced problem resolution.
Answer written and telephone customer inquiries concerning bank services.
Manage and coach a team of Bangor Support Associates, take on initiatives beyond assigned duties, and contribute to departmental success.
Participate in hiring and performance management of direct reports and complete their performance appraisals.
Provide leadership, conflict resolution, process improvement, and communication to staff.
Support, mentor, and coach team members in their professional development.
Foster a cohesive team and positive work environment, and develop collaborative relationships with other departments and company leaders.
Maintain knowledge of and comply with Bank operational, risk management, and security policies and procedures; help ensure staff are knowledgeable about them.
Assist in ensuring compliance with local, state, and federal regulations.
Assist with operational and audit functions, sometimes serving as lead.
Work harmoniously with others to support Bank goals and objectives through teamwork.
Meet the punctuality and attendance standards in the Employee Handbook and perform additional duties as requested.