What are the responsibilities and job description for the Direct Banker Assistant Manager Call Me Direct- Onsite Southwood (Not Remote) position at Capital City Bank Group, Inc.?
Job Details
Description
Direct Banking Assistant Manager-Call Me Direct - Capital City Bank - More than your bank, your banker.
Hours: Mon-Fri 8 a.m. - 5 p.m. (May vary)
Saturday rotation
General Summary
Responsible for managing the daily operations of the Call Me Direct team direct reports, handling external and internal clients, respectively; coaching and motivating them to provide client service with the objective of extending contact to sell new or additional products and/or services; and client retention. Must possess strong organizational skills and display positive behaviors to help guide associates in daily client interaction and scheduling activities. The position requires above-average written communication skills, strong knowledge of products and procedures, as well as advanced problem solving and decision-making abilities.
All associates at Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.
Principal Duties And Responsibilities
All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard.
Associated Duties
The following KSAs are usually acquired through work experience and/or specialized course(s):
The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.
THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.
Description
Direct Banking Assistant Manager-Call Me Direct - Capital City Bank - More than your bank, your banker.
Hours: Mon-Fri 8 a.m. - 5 p.m. (May vary)
Saturday rotation
General Summary
Responsible for managing the daily operations of the Call Me Direct team direct reports, handling external and internal clients, respectively; coaching and motivating them to provide client service with the objective of extending contact to sell new or additional products and/or services; and client retention. Must possess strong organizational skills and display positive behaviors to help guide associates in daily client interaction and scheduling activities. The position requires above-average written communication skills, strong knowledge of products and procedures, as well as advanced problem solving and decision-making abilities.
All associates at Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.
Principal Duties And Responsibilities
- Performs all assistant managerial responsibilities of the Call Me Direct team, including interviewing and hiring.
- Monitors Call Me Direct call activity in historical reporting, seeking best solutions with scheduling to provide accurate scheduling.
- Answers incoming external client calls during peak times.
- Knowledge expert for Personal Banker policies/procedures.
- Analyze Call Me Direct and Bank Direct call reporting to improve performance of both agents and retail office associates by communicating these results with Support U and Star U.
- Ensures all incoming Call Me Direct emails are answered professionally and within service expectations.
- Monitors real-time availability of Call Me Direct and their volumes, adjusting coverage accordingly.
- Manages Opening Act process.
- Identifies needs through analyzing data and implements new strategies and procedures.
- Familiar with phone and IVR technology, skills-based routing, queues, and soft phone.
- Use Quality Assurance Assessments to develop an action plan to bankers in achieving their individual goals.
- Completes bi-annual performance appraisals.
- Research unusual client situations and review calls for accuracy, communicating errors or achievements as a coaching opportunity.
- Coaches and motivates associates daily to effectively service the client and to identify sales opportunities and achieve service level expectations and department goals.
- Assists in Finesse and IVR troubleshooting support.
- Reviews the Document Exception Report and assists the associate in resolving missing documents or identification requirements.
- Ensures that standard operating procedures are followed.
- Handles unusual or difficult client situations and approval overrides.
All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard.
Associated Duties
- Attend necessary sales and product training sessions in order to maintain proficiency
- Provides additional support to manager and department colleagues
- Completes all assigned/required Bank training within established timelines.
The following KSAs are usually acquired through work experience and/or specialized course(s):
- Proven Leadership Abilities.
- Ability to communicate effectively and interact positively with all clients as well as fellow associates.
- Exercises high level of sound and reasonable judgment.
- Ability to learn extensive knowledge of Call Center Operations.
- Ability to apply initiative and work with little supervision.
- Ability to prioritize work and delegate when appropriate.
- Must be knowledgeable and familiar with PCs.
- Use and knowledge of standard office equipment.
- Minimum high school diploma or equivalent required. Some college preferred. Experience in banking, call center, administration preferred.
- Successful completion of in-house training program or other approved training program will be considered.
- Regular contact with clients, associates and supervisors in an open cubical environment.
- Occasional irate or high stress situations.
- Work with various personality styles.
- Communication via phone, e-mail and fax.
- All calls are recorded; calls will be reviewed for monthly silent or side-by-side peer monitoring.
- Multi-task using several computer applications.
- In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.
- Medical, Dental and Vision
- Life Insurance
- 401(k) with Matching
- Flexible Spending Accounts
- Tuition Assistance
- Stock Purchase
- Discounts on Products and Services
The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.
THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.
