What are the responsibilities and job description for the Business Service Center Manager position at First Financial Bancorp?
We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!
If you are interested and qualified for this role, we invite you to apply.
The BSC team is responsible for effectively monitoring, maintaining and supporting all aspects of the products assigned to Treasury Management (which include, Lock Box Services, Deposit Express, ACH Origination and Sweep Accounts). Provide phone support to Business and Treasury Management Clients, Branch Sales Staff and Treasury Management as needed. Compose and update documentation and training material for Business Clients and Employees.
Essential Functions / Responsibilities
- Leads support center call activities; coaches team for successful client interactions; provides guidance for complex issues and resolution approaches.
- Assists in new product development, research, and documentation. Establishes strong communication with internal operations partners. Monitors KPI's and recommends / implements corrective action plans.
- Responsible for planning, designing, and maintaining infrastructure of the team that enables effective support of processing services.
- Monitors technical problems and corrects deficiencies; monitors processing systems for efficient utilization; provides technical support by establishing procedures to allow for timely response to user or customer needs.
- Works directly with the customer on more complex issues and uses those experiences to enhance training and knowledge of Business Service Advocates.
- Partners with the Digital Support Team on system issues, upgrades, and continues training.
- Partners with the Quality team on training to support center staff; develops standard procedures; develops training guidelines including compliance related concerns; and keeps internal and external customers informed of changes in operating methods.
- Participates in acquisitions, conversions or de-conversions as assigned.
- Participates in other tasks and projects as assigned.
- Promotes consistent and efficient procedures and services and resolves customer support issues.
- Reviews current and ongoing issues to determine customer needs and potential resolution to re-occurring issues, recommends processing changes, and requires strong intrapersonal communication skills both verbal and written.
- Oversees daily processing to ensure accuracy and efficiency; assures all work is performed satisfactorily and on schedule coordinates the departmental activities with overall policy and compliance laws.
- Responds to questions from customers and assists in resolving customer complaints; provides education, training, and guidance to BSC center staff and customers regarding Operations services.
- Develops and conducts follow-up to ensure customer satisfaction; maintains measurement system to track processing as needed.
Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job
Preferred Knowledge and Skills
Level of Complexity and Scope
Degree of Independence and Decision-Making
Required Supervisory Responsibilities
Physical Requirements
Compliance Statement
The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.
It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran / military service, or any other characteristic protected by law.
We are an E-Verify Employer.
