Assistant Manager - Contact Center

SUMMARY

The Contact Center Assistant Manager will serve as the Bank’s first line of quality customer service for all internal and external calls. The Assistant Manager – Contact Center will lead the team in all aspects of service, day-to-day operations, and cross-selling. Responsible for supporting a team that focuses on delivering outstanding customer experience. Assist agents to achieve established goals, prioritize assignments, delegate tasks, and ensure the department is sufficiently staffed and running smoothly and efficiently. Work closely with the Management team to collaborate on new processes and test/implement new Digital products.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage a team of Call Center employees, including overseeing training for all employees.
• Manage day-to-day operations of the call center.
• Provide a full range of customer service-oriented activities through a variety of channels including telephone, email, and live chat and through the Bank’s Internet banking solution.
• Provide support to Bank personnel; respond to inquiries of a specific or general nature.
• Assist call center employees with resolving issues through escalation management.
• Manage administrative tasks such as forecasting for adequate staffing levels & time management.
• Write, maintain, and update all procedures; Provide service and support for requests including consumer and business deposit inquiries, online and mobile banking, stop payments, debit card disputes, card maintenance, and research requests.
• Maintain a thorough knowledge of bank products and services and be able to provide service on all Bank products, services, and procedures.
• Perform administrative tasks when the Contact Center Officer is not available.
• Direct and assist customers with onboarding via the online account opening process.
• Assist customers with various technical issues with online and mobile account access.
• Ensure compliance with all bank’s internal policies and procedures and federal and state regulations.
• Resolve customer concerns, issues, and account discrepancies within given authority; research and explore answers and alternative solutions; reconcile accounts; enter corrections; reverse. customer fees or charges with the concurrence of Bank management; escalating unresolved problems.
• Compile Call data & Analytics for Senior Management.
• Handle complaints and other customer requests.
• Handle complex calls and account takeovers.
• Prioritize assignments, delegate tasks, and ensure the call center is running smoothly and efficiently.
• Promote various marketing campaigns; explain features and benefits; identify and act upon potential cross-sell or referral opportunities. Complete all internal Company training as assigned and required.
• Complete all internal Company training as assigned and required.
• Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• Exhibit the ability and desire to embrace and enhance the Company culture.
• Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

SUPERVISORY RESPONSIBILITIES

A team of call center employees

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Proficient with Digital Banking technologies; mobile banking, mobile deposit, and online banking capabilities.
• Ability and desire to multi-task, prioritize, meet deadlines, and work in a fast-paced environment.
• Proficient with Microsoft Office including Outlook, Word, Excel, and Access.
• Excellent written, oral, and interpersonal skills.
• Strong decision-making & leadership skills, detail oriented.
• Able to work efficiently, independently, and in a team environment.
• Demonstrated initiative and resourcefulness.
• Familiarity with general banking regulations; ACH Rules & Regulation E knowledge.

SKILLS

• Basic knowledge of the banking and financial services industry including federal laws and regulations
• Willingness to gain new knowledge and technical skills.
• Intermediate typing skills to meet the production needs of the position.
• Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

KEY POINTS

For those seeking to deliver the latest financial solutions rooted in trustworthy, high-quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever-evolving financial journey, today and tomorrow. While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits.

Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.

Here at Charlesbridge, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Banks and the communities we support.

PAY RANGE DISCLOSURE

The pay range for this position is $31.15 to $40.16 per hour and is the lowest to highest hourly rate Charlesbridge in good faith believe we would pay for this role at the time of this posting. The Company may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the posted range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue-based metrics, and business or organizational needs and affordability.

EOE/F/M/Vet/Disabled