VP, Client Service Center Manager

Poppy Bank•Roseville, CA

2d•$100,000 - $132,000•Onsite

About The Position

The Client Service Center Manager is responsible for overseeing the operations of the Client Service Center, ensuring excellent service for both internal and external clients. The incumbent supports the bank and its clients by possessing an advanced knowledge of products, services, systems, processes and policies of the bank. This individual manages, mentors, and guides Client Service Center Supervisors and staff. This individual effectively solves the most complex client issues, complaints, and inquiries, keeping client satisfaction at the core of every decision and behavior. This individual manages the Bank’s digital banking vendors and product offerings to ensure the client experience through digital channels (online and mobile banking) is optimized and to ensure the Bank keeps up with current product offerings available in the industry. The Client Service Center Manager monitors the core system and surrounding systems to maximize the client experience and recommend enhancements where needed to improve the clients’ digital experience. This position requires that the individual work in office, independently, and with minimal supervision. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Requirements

Bachelor’s degree preferred
Advanced technology skills, including proficiency with Microsoft office (Outlook, Word, Excel), web browsers, mobile device applications, and banking software applications
Expert knowledge of digital banking solutions and experience working with digital banking vendors
Excellent problem solving, decision making, and critical and strategic thinking skills, as well as strong attention to detail and concern for data accuracy
Strong overall business acumen with an ability to understand the direction, priorities, and goals of the organization
Presents a positive and professional image, effectively collaborates with diverse teams, and is successful at achieving results through the effort of others
Extensive experience in a client support role
Excellent phone and verbal communications skills, along with active listening, with an advanced ability to de-escalate the most complex client situations
Client focus and adaptability to different personality types
Experience with the DNA and Q2 systems is preferred but not required
Ability to multi-task in a fast-paced environment

Nice To Haves

Experience with the DNA and Q2 systems is preferred but not required

Responsibilities

Train client service center staff to properly perform their job duties
Monitor quantitative metrics of client service center representatives to ensure productivity requirements are met
Monitor client service center phone calls and written communications and coach staff to improve the quality of the client experience
When necessary, take over team calls to de-escalate the most complex situations involving dissatisfied clients, offering patient assistance and support
When required by call volumes, directly assist with handling client calls following the guidelines used by the client service center representatives
Continuously monitor and test the Bank’s digital banking platforms to ensure they are operating effectively, and timely report issues to management and appropriate vendors to ensure they are quickly resolved
Assist all departments with troubleshooting client issues with digital solutions
Develop and implement training programs and provide ongoing coaching and support to Client Service Center Supervisors to maintain a highly functioning department
Maintain thorough knowledge of bank products and services and keep staff abreast of any updates
Attend digital banking related conferences/events/trainings to stay abreast of advances in product and service offerings in the industry that are available through digital channels
Oversee the processing of online applications for various account types ensuring applications are processed in a timely manner, reviewing risk levels and coordinating with management and internal departments such as BSA and Compliance to decision applications
Ensure written procedures are in place as guides for staff to use in performing their job duties
Properly align priorities, multi-task, and work effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes
Ensure that a professional image of the Bank is maintained both internally and externally
Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed.
Other duties as assigned