Customer Contact Center Branch Manager

Description

Position Purpose: The Customer Contact Center Branch Manager is responsible for the overall management of Bank of Clarke’s digital branch. Directs the overall activities for the Customer Contact Center ensuring the execution of branch goals; development of the staff; compliance with bank policies and procedures, and perpetuation of service standards. Assists new and existing customers through need-based conversations and provides appropriate solutions to meet their needs. Partners with multiple lines of business to help cross-sell products and services. Fosters a positive work environment and ensures overall excellent customer experience calling into the Customer Contact Center. 

What you’ll do:

• Oversees sales management and revenue generation within the digital branch. Specifically, the achievement of branch key performance indicators. 
• Provides guidance and training to branch personnel on policies, procedures, operative issues, exceptions, and adjustments.
• Demonstrates product and sales knowledge of all products and services of the Bank related to daily job functions.
• Develops and implements branch business plan to achieve specified deposit growth, product and services sales and referrals, and service expectations. 
• Manages difficult situations with customers and provides them resolutions, information, or other options. Ensures timely and proper response to reasonable requests, trying to resolve during the initial call.
• Ensures audit controls are followed to protect the bank from unnecessary risk and exposure.
• Creates and implements new ideas to retain, expand, and attain new business that aligns with the Bank’s core values and strategic initiatives.
• Proactively initiates, onboards, develops, and manages long-term, profitable relationships.
• Partners with multiple lines of business within Bank of Clarke, including but not limited to Commercial, Cash Management, Wealth Management and Merchant Services to deepen new and existing relationships through qualified referrals.
• Participates in community and civic organizations/activities to enhance the Bank’s image and develop additional business and consumer relationships.
• Adheres to internal controls, operational procedures, and risk management policies.
• Stays abreast of all changes in policies and procedures to ensure compliance with current guidelines.
• Collaborates in the hiring, training, and retention of staff.
• Supervises, coaches, and develops staff regarding service expectations, sales/referral goals, policies, procedures, products, systems, and banking transactions.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws to include recruitment and hiring, coordinating training for new hires, assigning and directing staff as needed, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. Directly supervises employees within the Customer Contact Center. 

Requirements

Where you’ll shine:

• Bachelor’s degree in business related field from an accredited college or equivalent education or work experience
• Strong knowledge of all bank products and services, regulatory requirements and policies and procedures.
• Proven sales management and business development skills.
• Ability to influence others and move toward a common goal. 
• Must be innovative and creative.
• 3 – 5 years of prior call center management experience.
• Excellent analytical and organizational skills.  
• Demonstrated leadership qualities and the ability to function independently.
• Ability to take initiative and prioritize tasks, good time management, problem prevention, and problem-solving skills.
• Strong written and oral communications skills; ability to communicate effectively and project a professional image.
• Ability to work as a positive and productive team member who is self-motivated.
• Accurate typing/keyboarding skills; proficiency with computers, including mastery of common analytical software packages and platforms, such as Excel and Word.
• Ability to work accurately with close attention to detail.
• Ability to maintain confidentiality of client information.
• Ability to work with co-workers, clients, and outside agencies professionally and tactfully.
• Possess a strong work ethic while maintaining a healthy work/life balance.
• Perform other duties as assigned. 

Where we shine:

• Offering a full suite of benefits including medical, life, dental, and vision insurance plus generous paid time off.
• Supporting associates and their families; we embrace the importance of caring for oneself and our families.
• Surrounding ourselves with smart, driven, and diverse individuals.
• Valuing integrity, commitment regarding our daily duties, and the Bank as a whole.
• Supporting local philanthropic, cultural, and artistic initiatives and organizations that our employees value.
• Devoted to the communities in which we serve as we help those who form the creative backbone of our market’s future economy and business value.
• Bank of Clarke is “Great Place to Work” Certified through June 2025.
• “Top Virginia Employer for Interns” award recipient (2023, 2024) through Virginia Talent and Opportunity Partnership (V-TOP).

Routine Decisions and Formal Policy Setting

• Formally responsible for providing input into policies associated with the job’s purpose and essential responsibilities.

Working Conditions:

The individual will be required to be available after normal working hours. Business travel may be necessary to meet with vendors and attend training opportunities. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed under the knowledge/skills section are representative of the knowledge, skill set, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

EEO M/F/V/D