Assistant Customer Success Manager

Job description:

Essential Functions

The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function

• Manage daily function of Customer Success Specialists focusing on first call resolution, exhibiting leadership and communication to team while monitoring recordings - enforcing calls are answered in a knowledgeable manner while striving to exceed industry standards
• Manage daily function of Business Development Specialists focusing on call campaign effectiveness including lead management and conversion success.
• Serve as a point of contact for disgruntled customers, resolution and account retention in addition to exhibiting appropriate judgment in upward communication regarding department or employee concerns and conflict resolution
• Display strong financial acumen, including knowledge of banking industry, products, and regulatory understanding and ensure policies and procedures balance appropriate compliance, risk management and actively participates and represents Retail Banking and the Customer Contact Center perspective on Customer Experience and Incident Response Committees
• Contribute in the development of Team Member’s skills and analytical capabilities through training, practice or outside education. Assure high levels of service and performance through coaching while developing and retaining talent reflective in mid-year and annual performance reviews
• Identify opportunities to improve offerings to drive product adoption, deepen customer relationships, increase usage, and increase profitability
• SME for branch network in addition to department serving as primary back up to Deposit Operations (Online Banking, ATM/Debit Cards, and all applicable facets of the bank)
• Proficient Salesforce professional responsible for accurately tracking Sales goals and referrals
• Zoom Contact Center Administrator with control over updating all channels of engagement including phone, chat, email and SMS queues, call recording management and extrapolating call analytics to compile KPI’s and provide department performance data on a regular basis to Customer Success Manager.
• Administrator for Online Account Opening, complying with all account opening policy requirements. Oversee agent approval process and maintenance.
• Administrator for customer chat platform for both authenticated customers in online banking and prospective customers on external PCB site
• Oversee completion of all wires, manage centralized bank wide fax requests, incoming customer form submissions, appointment requests, and opening and funding of QwickRate CD’s for Finance and Accounting
• Pilot duties as assigned by Customer Success Manager and provide strategic execution and leadership in support of the technology road map

Compliance

• Comply with applicable bank regulations, such as regulations governing currency transactions, purchase of negotiable instruments, and money laundering (BSA, AML).
• Comply with all applicable regulations and Bank policies regarding employment and employment law.
• Participate in annual compliance and other job-related training.

Relationships and Contacts

Internal: Reports to Retail Banking Director; Frequent communication with Cash Management and Deposit Operations; Timely communication with team members from all levels.

External: Frequent contact with customers and vendors.

Education and Experience

• Four-year college degree in a related field preferred or equivalent work experience.
• Three years call center experience, preferred in financial services
• Minimum 2 years’ supervisory experience
   

Skills and Competencies

• Highly developed interpersonal and communication (written and verbal) skills with superior customer service acumen; ability to manage difficult customers in a professional and tactful manner
• Exhibits high level of time management, prioritization, delegation and organizational skills while serving
• Strong leadership and supervisory skills with ability to interact effectively with all levels of team members
• Ability to use sound judgment when making decisions on behalf of the Bank
• Proficient computer skills; including Microsoft Office suite and technical capacity to learn and manage third-party systems
• Proficient understanding of banking, branch operations, deposit operations and compliance requirements of marketing and disclosures
• Strong organizational skills; high level of attention to detail, ability to prioritize tasks, multi-task, problem solve and analyze information

Penn community Bank is an equal opportunity employer.