Western Alliance Bank

Operations Officer Supervisor

Req No.
2017-3943
Alliance Association Bank
Category
Branch Banking & Operations
Type
Regular Full Time
Chandler

Overview

The position of the Operations Officer is responsible for supervising the functions of a small customer service center call team. The Operations Officer will take calls, respond to customer and non-customer email inquiries and complaints.  Ensure strong internal controls and promote customer service excellence. 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 call center as required.  Conducts research and performs supervisory duties for department staff, and oversees the coordination of staff for coverage in all related areas of the customer service call center. The Operations Officer will manage a team of 6 or less individuals. 

Responsibilities

  • Provides supervision and support to all customer service call center operations where service or assistance is needed; oversees activities of Specialists and Utility Specialists. Reinforces the highest level of customer satisfaction by example. Conducts specific periodic meetings and presentations on customer service with all staff members.
  • Provides effective management support to the Operations Manager on small to medium sized projects and assists the Operations Manager on streams of other large projects.
  • Maintains strong leadership and has the capacity to support and provide backup to the Operation Manager's team when needed.
  • Establishes and maintains management and performance controls by identifying, tracking, measuring, and analyzing data to highlight problems, prevent losses, and develop process improvements.
  • Ensures that staff receives timely and effective communications on appropriate issues that result in meeting customer needs. Conducts required staff meetings on such issues-- compliance, operations, policy changes, etc.
  • Maintains corporate phone directory for all banks including affiliates to ensure programs are interfaced and calls are channeled correctly. Troubleshoots technical phone problems and recommends improvements for better phone usage including technology solutions.
  • Consistently applies sound decision-making techniques pertaining to inquiries, approvals, requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.
  • Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises the activities of employees including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.
  • Evaluates and reviews department operating procedures to ensure efficient processes and continual improvement of all functions. Processes, solves and answers complex customer transactions, problems or inquiries.
  • Complies with Bank Secrecy Act (“BSA”), OFAC Anti-Money Laundering (“AML”), and US PATRIOT ACT policies, procedures, by properly verifying the identity of any person/business requesting information and/or conducting activity on an account; maintains records of the information used to verify each customer.
  • Participates in required annual BSA/AML/OFAC and Compliance training; complies with all compliance policies and procedures. Responsible for audit results from BSA/OFAC and Compliance Exams.

  

Qualifications

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.

  • Bachelor’s degree (BA) or equivalent from a four (4) year college or university; and three (3) or more years related experience and/or training; or equivalent combination of education and experience. 
    • Work related experience should consist of a background in customer service management. 
    • Educational experience, through in-house training sessions, formal school or technical industry related curriculum, should be business or financial industry related.
  • Intermediate supervisory skills with the ability to provide leadership, supervision and training for five (5) or more employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
  • Basic knowledge of human resource and labor laws and policies.
  • Advanced knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
  • 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 call 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.

 

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