Requirements

Bachelor's degree in Business Administration, Management or Finance preferred.

Minimum of five years banking experience including branch experience.

Demonstrated leadership ability and skills.

Job Description

SUMMARY :

Supports the operating policies and procedures of the banking centers by providing phone and email support. Works in direct coordination of the Branch Operations Support Manager to ensure effectiveness of operating procedures within the banking centers.

Coaches and mentors banking center staff on service and operations activities through phone calls and emails.

CUSTOMER SERVICE SKILLS :

Willingness to provide a level of service which will clearly differentiate us from our competitors.

INTERPERSONAL SKILLS :

Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.

Ability to interact effectively across all levels of the organization.

Demonstrated ability to manage multiple priorities and delegate effectively to meet critical deadlines under difficult time restraints.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Answers calls and emails from the banking centers within established Service Level Agreements (SLA’s).

Assists banking center staff in completion of branch activities and customer service as calls and emails are answered.

Serves as the centralized expert on all banking center operating procedures, policies and regulations.

Monitors and manages calls for trends in service or operational related challenges to further provide process improvement or training as needed.

Observes banking center service and operations while on the phone with banking centers and provides coaching and mentoring on areas of improvement.

Promotes self-service assistance to the banking centers while helping them understand system capabilities or Performance Support documentation.

Updates policy and procedural documentation as needed within Performance Support.

Makes suggestions for process improvement based on observations during interaction with the banking centers. Works with the support team and the Branch Operations Support Manager on these recommendations.

Responsible for balancing quality of calls and emails taken and answered with the volume and length of calls.

Other duties may be assigned.

OTHER REQUIREMENTS :

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing.

You will also be expected to complete all assigned compliance training in a timely manner.

Understanding of branch operating policies and procedures.

Excellent verbal and written skills.

Team player with a positive outlook

Ability to work independently and meet communicated deadlines.

Demonstrated proficiency in basic computer applications such as Microsoft Office.

Knowledge of FIS IBS Insight and Sales and Service applications preferred.

Ability to effectively use technological resources for meetings, coaching, and training.

Last updated : 2024-06-21