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Bank Call Center Manager
Bethesda, MD
Job Description
The Call Center Manager will set the tone for customer service and is primarily responsible for overseeing the efficient, day-to-day operation of the Call Center with emphasis on customer satisfaction and inquiries; online banking, bill payment and account opening; customer relationship retention and growth; personnel management and scheduling.
The Call Center Manager must be customer focused, familiar with consumer banking products and services. They must also be able to multitask and stay organized, be proficient with basic computer software and phone systems and have excellent interpersonal, problem-solving and leadership skills. Additionally, they will need to have the ability to stay calm in stressful situations and develop a strong grasp on the company’s products, services and customer service policies.
Major Duties and Responsibilities:
Position Requirements:
This level of knowledge is normally acquired through completion of a Bachelor’s Degree and/or 4-6 years call center and banking experience, preferably in a managerial role.
Presidential Bank, FSB is an equal opportunity/affirmative action employer. We consider applicants without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other category protected by federal, state, or local law.
The Call Center Manager must be customer focused, familiar with consumer banking products and services. They must also be able to multitask and stay organized, be proficient with basic computer software and phone systems and have excellent interpersonal, problem-solving and leadership skills. Additionally, they will need to have the ability to stay calm in stressful situations and develop a strong grasp on the company’s products, services and customer service policies.
Major Duties and Responsibilities:
- Coach and mentor the Call Center team to ensure excellent customer service skills.
- Develop and execute a comprehensive team training program.
- Project a positive image of the bank to customers and teammates.
- Enforce dual control procedures at all times; perform audits as needed to ensure ongoing compliance procedures.
- Ensure all policies and procedures are followed including OFAC, BSA/AML, REG D, REG E, and REG CC.
- Schedule staff to maintain adequate coverage at all times.
- Keep staff informed of new products and services, Bank and departmental news, and pertinent changes in policies and procedures.
- Hire, onboard and train call center personnel.
- Complete regular coaching sessions and annual reviews with branch employees.
- Report opportunities and issues to SVP, Retail Operations and Branch Banking management.
- Analyze call center data and delivers reports for upper management.
- Other projects and/ or duties as assigned.
- Strong customer service orientation.
- Demonstrated, excellent interpersonal, problem-solving and leadership skills.
- The ability to coach others and to motivate a team.
- Track record of significant success in call center management and customer satisfaction and retention.
- In-depth knowledge of all banking products and services, policies, and procedures and related regulations including reporting and audit requirements.
- Demonstrated ability to make departmental decisions regarding a variety of banking activities.
- Computer skills in bank systems and technology, including phone systems.
- Computer skills including word processing, spreadsheets, Internet usage, and e-mailing.
- The ability to plan, organize work, establish priorities and collaborate.
This level of knowledge is normally acquired through completion of a Bachelor’s Degree and/or 4-6 years call center and banking experience, preferably in a managerial role.
Presidential Bank, FSB is an equal opportunity/affirmative action employer. We consider applicants without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other category protected by federal, state, or local law.
Job Summary
Company
Start Date
immediate
Employment Term and Type
Regular, Full Time
Hours per Week
40
Work Hours (i.e. shift)
variable
Required Education
Bachelor's Degree
Required Experience
4+ years
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