Regional Director of Customer Care Center

This position requires regular, onsite presence at our multiple division locations throughout northern Illinois.

To see specific benefits offered by Foresight Financial Group, Inc. and its subsidiary banks, please visit the following link : Foresight Financial Group, Inc. - Career Centers .

Organization Overview :

Foresight Bank is the largest, locally owned community bank in Northern Illinois, with fifteen offices in the counties of Winnebago, Stephenson and Kankakee. Foresight bank is owned by Foresight Financial Group, Inc., an Illinois corporation founded in 1986, a financial holding company established under the Federal Reserve

Position Summary :

The Regional Director of the Customer Care Center provides direct management of the bank call center. Champions high touch service to customers, effective, consistent call center, triaging and assisting customers from all incoming calls for all branch locations. Partners with Regional Director of Retail Sales and Regional Retail Operations Leader to provides leadership to Branch Management in attainment of strategic goals and performance objectives for branch office business volume, deposit, consumer loan portfolios and quality of audit reports.

Primary Responsibilities :

• Manages Customer Support Specialists on the Customer Care Center team, ensuring proper training and maintaining service standards.
• Day to day supervision of Customer Care Center team – Monitor team performance, provide support, coach & train, schedule, help with customer complaints
• Hire top talent – keep an active list for recruiting individuals to the team that posses the skills needed in the customer service area
• Provide data from Customer Care Center activity – collecting, analyzing, and reporting metrics related to customer interactions handled by the department. Information can include : Call volume, call duration, response times, customer satisfaction. Data should be shared with employees as well as management team on a regular basis.
• Work to build effective and efficient work flows to answer call values within standards – asses current processes, define objectives, standardize procedures, utilize technology, monitor performance.
• Partners with Regional Retail Sales Director to launch sales initiatives, establish goals ensure compliance and maximize effective operations.
• Foster continuous and effective communications within teams and cross-functional teams.
• Assist and participate in the annual business plan and budget process, forecasting for the retail line of business.
• Maintain working knowledge of banking trends, compliance regulations and market activity.
• Assists with business continuity planning, testing and documentation for Customer Care Center Operations.
• Undertake special projects and / or assignments as needed.
• Comply with the Bank Secrecy Act (BSA) rules and regulations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Competencies :

Leadership : Knowledge and skills in leading individuals to align with the strategic vision of the bank and achieving such through empowerment, collaboration, communication, team building and mentoring.

Result Driven : Defines appropriate goals, works toward achieving goals, articulates vision and steps for achievement.

Customer Service : Champions superior treatment of customers by responding promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; and manages difficult or emotional customer situations.

Judgement / Problem Solving : Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions. Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Technical : Basic knowledge of Microsoft 365. Advanced knowledge of banking products, services, policies, procedures and regulations. Advanced knowledge and skill using the Jack Henry system.

Physical Demands and Work Environment :

This position operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, copy machines, filing cabinets and fax machines. Occasional lifting of 25-50 pounds may occur. The physical demand described here are representative of those that must be met by staff to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires manual dexterity. While performing the duties of this position, the employee is regularly required to sit or stand for extended periods of time.

Performance Standards :

Meet established service and quality standards.

Successful exams and audits without significant findings.

Actively participate in a minimum of one community-focused organization annually.

Performance Weightings :

40% Competencies

60% Position Performance Standards and Personal Goals

Qualifications :

Bachelor degree in related field or HS diploma / equivalent and commiserate work experience required. The ideal candidate has a minimum 5-10 years in a leadership role in retail, sales and / or operations role at a bank. Proven success in meeting profitability goals. Experience leading successful teams a must; managing remote staff a plus. Must be an outstanding communicator and ability to build trust through honing relationships internally and externally.

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