What are the responsibilities and job description for the Customer Relations Manager position at Farmers National Bank?
POSITION SUMMARY:
Professional operative that manages the Contact Center and assists team with customer needs and/or escalated issues. Oversee the bank’s Interactive Teller Machines (ITM) and staff. Becomes familiar with bank’s current and upcoming technology. Troubleshoots escalated technical issues with staff and/or vendors. Monitor debit card disputes and dispute audits. Conduct research on fraudulent/scam transactions and promotes safe-secure practices for the bank and clients. Supports other Retail staff.
ESSENTIAL FUNCTIONS:
1. Ensures a competent, motivated staff through training, counseling, supervision and reviewing of bank and department activities and results.
2. Responsible for overseeing and implementing regulatory, software and strategic changes within the department.
3. Provides an outstanding customer experience, being friendly and attentive using the ITM video technology and through the Customer Contact Center. Educates customer base on value of using ITMs.
4. Leads the ITM team and Customer Contact Center team to high levels of customer experience by observing and coaching regularly.
5. Builds rapport with ITM users and offers bank information, including product/service offerings that can beneficial to them.
6. Directly manage the ITM team and Customer Contact Center including scheduling, setting clear expectations, coaching for continued improvement, and accountability.
7. Follows established processes and guidelines to perform video banking functions in accordance with bank processes, guidelines and procedures.
8. Available to potentially work split schedule and/or after regular branch hours (i.e., until 6 p.m. M-F). Also, available to work on Saturdays.
OTHER RESPONSIBILITIES:
1. Monitor ITMs to ensure proper cash levels and functionality.
2. Manage ITM reporting – (transaction by hour/per branch, transaction time, etc.).
3. Review ITM Customer Survey feedback with Head of Sales and Services.
4. Manage Customer Contact Center phone reporting. Adjust scheduling to allow for proper customer call coverage.
5. Handle escalated ITM and Customer Contact Center escalated issues and research.
6. Look for efficiencies and ways to strategically improve customer experience.
7. Assists with other daily branch, ITM or Customer Contact Center duties, if needed.
8. Cross trains all employees on ITM teller responsibilities and Customer Contact Center responsibilities.
9. Open to coaching to help the bank reach its Customer Experience goals.
10. Performs other work-related duties as assigned.
11. Performs Job Duties in Accordance with all appropriate laws and regulations to include BSA.
12. Follows dress code standards.
PHYSICAL DEMANDS:
While performing the responsibilities of the job, the employee is required to speak English and hear. The employee is often required to use their hands and fingers to handle customer calls and process transactions as well as sit the majority of the work shift. Lifting is not required for this position.
EDUCATION, EXPERIENCE AND SKILLS REQUIRED:
1. College degree or equivalent combination of education and experience required.
2. Teller experience and ability to balance a drawer (Two years’ experience, minimum).
3. Strong interpersonal and communication skills. Energetic, positive and friendly attitude. Passion for assisting clients.
4. Sales-focused and self-motivated individual who will proactively explain the bank’s products and services.
5. Ability to work and make decisions with minimal supervision.
6. Ability to read, write, speak and understand English well.
7. Ability to use office equipment including (but not limited to) Interactive Teller Machine computer equipment, calculator, phone systems, etc.
8. Ability to multi-task and manage time well.
9. Dependable and team focused.
Professional operative that manages the Contact Center and assists team with customer needs and/or escalated issues. Oversee the bank’s Interactive Teller Machines (ITM) and staff. Becomes familiar with bank’s current and upcoming technology. Troubleshoots escalated technical issues with staff and/or vendors. Monitor debit card disputes and dispute audits. Conduct research on fraudulent/scam transactions and promotes safe-secure practices for the bank and clients. Supports other Retail staff.
ESSENTIAL FUNCTIONS:
1. Ensures a competent, motivated staff through training, counseling, supervision and reviewing of bank and department activities and results.
2. Responsible for overseeing and implementing regulatory, software and strategic changes within the department.
3. Provides an outstanding customer experience, being friendly and attentive using the ITM video technology and through the Customer Contact Center. Educates customer base on value of using ITMs.
4. Leads the ITM team and Customer Contact Center team to high levels of customer experience by observing and coaching regularly.
5. Builds rapport with ITM users and offers bank information, including product/service offerings that can beneficial to them.
6. Directly manage the ITM team and Customer Contact Center including scheduling, setting clear expectations, coaching for continued improvement, and accountability.
7. Follows established processes and guidelines to perform video banking functions in accordance with bank processes, guidelines and procedures.
8. Available to potentially work split schedule and/or after regular branch hours (i.e., until 6 p.m. M-F). Also, available to work on Saturdays.
OTHER RESPONSIBILITIES:
1. Monitor ITMs to ensure proper cash levels and functionality.
2. Manage ITM reporting – (transaction by hour/per branch, transaction time, etc.).
3. Review ITM Customer Survey feedback with Head of Sales and Services.
4. Manage Customer Contact Center phone reporting. Adjust scheduling to allow for proper customer call coverage.
5. Handle escalated ITM and Customer Contact Center escalated issues and research.
6. Look for efficiencies and ways to strategically improve customer experience.
7. Assists with other daily branch, ITM or Customer Contact Center duties, if needed.
8. Cross trains all employees on ITM teller responsibilities and Customer Contact Center responsibilities.
9. Open to coaching to help the bank reach its Customer Experience goals.
10. Performs other work-related duties as assigned.
11. Performs Job Duties in Accordance with all appropriate laws and regulations to include BSA.
12. Follows dress code standards.
PHYSICAL DEMANDS:
While performing the responsibilities of the job, the employee is required to speak English and hear. The employee is often required to use their hands and fingers to handle customer calls and process transactions as well as sit the majority of the work shift. Lifting is not required for this position.
EDUCATION, EXPERIENCE AND SKILLS REQUIRED:
1. College degree or equivalent combination of education and experience required.
2. Teller experience and ability to balance a drawer (Two years’ experience, minimum).
3. Strong interpersonal and communication skills. Energetic, positive and friendly attitude. Passion for assisting clients.
4. Sales-focused and self-motivated individual who will proactively explain the bank’s products and services.
5. Ability to work and make decisions with minimal supervision.
6. Ability to read, write, speak and understand English well.
7. Ability to use office equipment including (but not limited to) Interactive Teller Machine computer equipment, calculator, phone systems, etc.
8. Ability to multi-task and manage time well.
9. Dependable and team focused.
