Job Description

Job Description

Job Description

Role and Responsibilities:

1. Manages call center within budget.
2. Hires, trains, and supervises call center employees.
3. Develops and maintains call center standards and sales goals.
4. Maintains highest quality customer service by phone.
5. Coach call center staff through challenging customer service issues.
6. Develops and maintains call center procedures, standards, and sales goals.
7. Monitors calls for security and quality assurance standards.
8. Maintains reporting on call volume and service factors.
9. Allocates/divides work among department (welcome letters, closed surveys, mobile app reviews, overdraft counseling, online cases, monthly reports, etc.)
10. Leads by example.
11. Answers the phones promptly and professionally.
12. Answers questions and solves problems for customers courteously.
13. Replies to the Customer Message Center and Info Inbox in a timely manner using proper grammar and e-mail etiquette.
14. Forwards faxes from the Centralized Fax Inbox to the correct person in a timely manner.
15. Processes any customer requests, follows procedures, and properly completes required paperwork.
16. Transfers callers to other employees, if needed, with an introduction.
17. Identifies each caller using proper security measures.
18. Handles and resolves any customer complaints.
19. Recommends products/services to customers, enhancing their banking experience and their relationship with Commercial Bank.
20. Has prompt and regular attendance.
21. Has helpful attitude with co-workers and customers.
22. Strives to improve the efficiency in his/her work area through cost savings.
23. Performs other duties assigned by supervisor.
24. Completes all training assigned by HR, IT, Compliance, BSA, and supervisor on a timely basis.
25. Follows IT Security Policies and Procedures, including the diligent reporting of phishing emails.

Supervisory Responsibilities :

1. Oversees the daily workflow of the department.
2. Interviews and trains new associates in the department
3. Provides constructive and timely performance evaluations.
4. Coordinates discipline and termination of associates in accordance with company policy.
5. Ability to prioritize and delegate tasks.

Qualifications and Education Requirements

• Bachelor’s Degree or equivalent experience
• Banking experience is a plus
• Supervisory experience is preferred

Preferred Skills:

• Excellent verbal and written communication skills
• Proficient in Microsoft Office Suite or related software
• Strong supervisory and leadership skills
• Tact and public relations expertise

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