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JOB SUMMARY :
Responsible for the overall direction, administration, and successful operation of the Client Services department of the Bank.
EDUCATION / EXPERIENCE REQUIRED :
Must meet one of the following :
Bachelor's degree and three years’ experience in a Call Center and / or Retail Banking, at least two of which are in a managerial role
Associate degree (preferably in Business or Finance) with minimum five years’ experience in a Call Center and / or Retail Banking, at least two of which are in a managerial role
Ten years’ experience in a Call Center, at least eight of which are in a managerial role
QUALIFICATIONS / SKILLS REQUIRED :
Strong leadership skills
Good calculator and keyboarding skills
Working knowledge of computer hardware and software
Excellent written and verbal communication skills
Proven strength in analysis, problem solving, negotiation, organization, time management, interpersonal skills, and customer service.
Good organizational and time management skills
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES :
Supervisory duties include interviewing and selection, training and development, delegating responsibilities, monitoring work flow, ensuring quality control, monitoring and tracking employee performance, completing performance appraisals, coaching and counseling, administering progressive discipline and ensuring compliance to bank policies and procedures.
Prepares annual budget projections for the department. Balances and justifies expenditure, maintains fixed assets, approves supply requisitions / invoices for payment. Investigates and recommends alternatives to reduce expenses.
Seeks to improve departmental efficiency. Analyzes needs, makes recommendations, sets appropriate goals, and implements improvements.
Creates, revises and updates all departmental procedure manuals.
Maintains a high level of quality through minimizing audit exceptions, internal errors and customer complaints.
Participates as an active member of various committees that deal with changes to the Bank’s products and / or procedures that affect customers and communications to customers.
Administers activities in the Client Service area which includes : ensuring customer inquiries and complaints are objectively researched and resolved; reviewing complaint logs; and recommending policy or procedure changes to improve customer relations.
Monitors concerns and issues through information received from clients calling for assistance. Routes information to the proper bank officials for action.
Constantly reviews client information and bank actions for inconsistencies in bank information, policies, and / or procedures. Involves bank officers needed to make corrective action.
Completes all management reports by appropriate deadline.
Responsible for the Central Connection. Involves making sure the information is correct and current as well as testing when new versions are installed for Signature and CentralNET. Completes applicable reports.
Completes monthly production reports and submits to Retail Banking Administrator.
Maintains the Disaster Recovery Plan for Client Service.
Monitors and prepares weekly “Expect the Best” reports and ensures “Expect the Best” apples and new plaques are distributed to nominees.
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