What are the responsibilities and job description for the Manager, Customer Support position at First National Bank of Hutchinson?
Summary:
To oversee the entire Customer Support Center, including planning, coordination, scheduling, and supervision. The manager will help in implementing and reviewing call center procedures and policies. Their goal is to serve the customers well by delivering a high-standard and efficient customer experience. This position is also responsible for maintaining knowledge of new industry developments in call-center and online banking platforms.
Primary Responsibilities and Duties:
(The essential duties and responsibilities listed above are representative of the job requirements but are not meant to be all-inclusive or prevent other duties from being assigned as necessary)
- Ensure appropriate staff levels-hire, train, coach, and motivate the Customer Support team.
- Develop and executes proper staffing, work schedule, and tasks for the department.
- Evaluate performance against standards and aid in setting performance goals and training sessions.
- Plans and supervises changes and manages the daily operations of the Customer Support Center
- Work with Retail Location Managers and eBranch Managers to ensure processes meet external customer needs and serve internal customers.
- Provide monthly reporting on call volume, chat volume, and any activity generated in the support area.
- Work with staff to identify leads for other banking areas and track employee referrals and follow-ups.
- Work with Department Manager to set goals and action plans for the department.
- Assists other areas in the department as needed.
- Maintain a strong customer focus.
- Perform quality control functions to ensure an excellent customer experience.
- Excellent problem-solving skills for handling unique customer requests/problems.
- Demonstrate learning and working in multiple systems such as phones, chat, online banking admin, bill pay admin, Excel, and Word.
- Other duties as assigned
Position Requirements:
- Excellent problem-solving and communication skills.
- Solid customer focus and should be able to operate well in teams.
- Good telephone manners.
- Ability to communicate job expectations and develop and motivate staff.
- Great confidence and excellent business sense.
- Should be able to set, satisfy, and exceed targets.
- Ability to manage and improve processes.
- Ability to multitask and use multiple programs at once, such as telephone, chat, and employee
- Good Organizational and time management skills are essential for success.
