Customer Service Center Manager

General Summary

Customer Service Center Manager is responsible for hiring, training, preparing and motivating staff members to provide excellent service to customers and bank employees. They have a strong knowledge of team building activities that support a positive work environment, as well excellent problem solving and leadership skills. They set objectives, analyze call center metrics, ensure company and staff meet goals, and provide reliable, efficient support for customers and all team members. They are analytical, thorough, and able to learn new technologies quickly.

Essential Duties and Responsibilities 

• Be an expert in ChoiceOne’s customer-facing technologies as well as debit cards, phone security measures, online banking, etc.
• Manage and continually optimize customer call flow processes. Make improvements as needed.
• Develop standards, processes, procedures, and documentation to support quality and service goals, involving assignment of incoming calls to closing the call with a satisfied customer.
• Compile monthly and quarterly reports for Management, Board, and Retail Banking, along with daily metrics that include complaint/problem frequency.
• Attends bank, branch, and department meetings as necessary, as well as conferences and other training opportunities.
• Lead the Hola Line initiative
• Provide training to staff by supporting the Tips to Know project, facilitating ChoiceU classes, training retail staff members, etc.
• Administration of bank products, e.g. Synapsys
• Additional responsibilities as assigned.
• Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
• Be familiar with and comply with all federal and state banking regulations as applicable.

Supervisory Responsibilities 

May have direct or indirect reporting. Carries out supervisory responsibilities including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; handing complaints and resolving problems.

Qualifications

To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.

Experience and/or Education

• Minimum of five (5) to seven (7) years of banking experience or equivalent education required
• Minimum of three (3) to five (5) years of Call Center Management experience
• Associates Degree preferred
• Scripting experience
• Proficient knowledge of business-related software including Adobe, MS Office, JH Suite
• Bilingual preferred

Competencies 

Leadership – Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others.

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzed information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.

Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.

Physical Demands and Work Environment

Ability to work in an office environment which may include many hours of computer and telephone usage. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.