The Client Care Assistant Manager (CCAM) is dedicated to the Client Care team members and the Client Care Leads, guiding them with training, knowledge, and tools that are essential to answer complex telephone and email inquiries from business and consumer clients and internal departments. This position utilizes in-depth knowledge of treasury management products and systems to deliver an exceptional client experience during each customer interaction, as well as leadership responsibilities. The CCAM handles staff meetings, engages with their team through coaching, motivation, training and escalations. The CCAM possesses excellent problem solving, functional, communication, and technical skills, along with a drive for successful client resolutions, all while understanding the strategic goals of the group.
Hiring, training and preparing call center representatives to respond to customer questions and complaints, along with troubleshooting challenges with services or products. Takes a leadership role to own issues through resolution of all customer inquiries by monitoring and reporting to ensure that all client issues and follow ups are completed in a timely manner and within service level agreements. Sets team expectations and mitigates risk by thoroughly researching and documenting client issues and escalating new or unresolved system/process issues.
Leadership duties involve coaching and counseling team members. Completes and delivers annual performance reviews. Handles the scheduling role, ensuring that phones have coverage within the call center. Responsible for monitoring live calls and handle any escalations of client issues that representatives and leads are unable to resolve. Engages with management to lead through teamwork, collaborative approach and partnership to an ever changing environment. Strict adherence to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions.
College degree preferred.
7+ years of banking experience required.
Supervisor/Manager experience required.
Call center, treasury management, cash management, and/or payment processing experience required.
Exceptional communication, organization, and time management skills.
Detail oriented with the ability to meet established deadlines.
Experience with IBS Insight, Business Service Tool (BST), CMSe, EZ-Business, E-Manager, CST/Bill Pay, Remote Deposit Capture, Mobile Deposit Capture, Image Centre, and/or FIS systems is a plus.