The position of Customer Service Center Manager is responsible for managing the functions of the Customer Service Center. Ensures strong internal control and promotes excellence in customer service. Coordinates the activities of the workers providing telephone customer service. Provides consistent service levels to support the branches/departments. The position is responsible for providing leadership, support, and training within the Customer Service Center as required; researches and writes department-related policies, procedures and other related documentation or materials. Performs supervisory duties for department staff, and oversees the coordination of staff for coverage in all related areas of the Customer Service Center.
Assures compliance with all Bank policies and procedures, as well as, all applicable state and federal banking regulations.
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.
Ability to forecast FTE requirements using appropriate call traffic formulas.
Intermediate skills in personal computer operation; mainframe computer (ITI) system; and word processing, spreadsheet and specialty software programs (e.g., Microsoft Word and Excel, Outlook, etc.).
Excellent organization skills with the ability to provide leadership, supervision and training for two or more employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
Basic skills in Customer Service Center technology including familiarity with new software, vendors and equipment to provide the highest quality of customer service.
Exceptional oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, speak clearly to customers and employees.
Excellent organizational and time management skills.
Ability to work with no supervision while performing duties.
Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.