Customer Contact Center Manager

We will earn our customers' business every day, by being the very best at what we do.

FRANKLIN SAVINGS BANK

Functional Position Description

Customer Contact Center Manager

EXEMPT

Service Criteria

All individuals holding positions within Franklin Savings Bank are responsible for conducting themselves in a manner consistent with . The Pledge of Excellence describes standards of conduct that will be consistently demonstrated with customers and coworkers. These include Accuracy, Quality Service, Professionalism, Confidentiality, Teamwork, Respect, Timeliness, Innovation, Communications, and Enjoying the Journey. All employees are expected to be familiar with the descriptions of these standards and to understand the importance of consistently demonstrating them while performing their duties.

Supervisors, managers, and officers are furthermore responsible for conducting themselves according to the standards set in , which they are expected to have a full understanding of.

Purpose

Following the bank’s Mission and Vision, this position is responsible supervising and coordinating the activities of the Customer Contact Center to ensure that all representatives are providing efficient, accurate and professional service to new and existing customers. Service will be provided to customers with a consistent level of quality, recognizing the importance of retaining and expanding relationships through needs exploration and making meaning recommendations. This position directly supervises Contact Center personnel and is responsible for the overall direction, coordination and evaluation of all department employees. The incumbent is responsible for carrying out departmental responsibilities in accordance with the bank’s policies and all applicable laws.

This position is accountable to the Main Office Manager.

Duties and Responsibilities

Sales

· Work with management to establish growth, sales, and profit objectives for the department. Provide input to these objectives and to the manner in which performance will be measured.

· Ensure that all sales and customer service reporting information is provided on a timely basis.

· Serve as an active member of the Customer Contact Center team. Accountable for individual and team performance and refers customers to other bank departments as appropriate. Ensure that all staff engages in needs exploration during interactions with all customers and that those interactions are logged appropriately using the bank’s CRM system.

· Implement strategies to achieve goals assigned to the department as established in the bank’s overall strategic plan.

· As a participant in the Retail Banking RoadMap Incentive Plan, must at a minimum, meet performance expectations which will contribute to the attainment of established goals.

· May be asked to serve on special committees or projects that serve to enhance the overall customer experience within the Retail Department.

Supervision and Administration

· Responsible for the day-to-day operations of the Customer Contact Center department.

· Ensure that the department is properly staffed and that the staff is trained to meet customer service needs as well as sales and referral objectives.

· Assist in the selection of new personnel as appropriate.

· Assist in the termination of employees as needed.

· Review employee performance throughout the probationary period and on a regular basis thereafter. Coach staff in attaining sales objectives.

· Organize, schedule and distribute work among assigned personnel.

· Make certain that all departmental operations are performed in accordance with established bank policies and procedures. Make recommendations for changes/improvements as appropriate.

· Provide for the proper security of all non-public personal information.

· Ensure compliance with laws and organizational policies and procedures, designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.

· Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness, and the bank’s compliance with all regulatory requirements. Ensure that department and all personnel adhere to the same.

· Keep personnel informed of pertinent policies and procedures affecting the department and/or their jobs. Create an atmosphere in which upward communication from employees is encouraged.

· Monitor and analyze call center metrics and make recommendations to improve effectiveness and efficiencies.

· Handle escalated customer issues to provide problem resolution and customer guidance when needed.

· Satisfactorily complete required compliance training and comply with all regulations which apply within the scope of the position.

· Ensure that Customer Contact Center staff complete all required compliance training.

*Note: The duties outlined are representative only and are not intended to include all possible assignments to this position or position classification. Additional duties may be assigned.

Skills/Experience/Training

· High School Diploma or equivalent is required.

· A minimum of three years retail sales or customer service experience with preference to experience in bank or similar setting. Retail call center experience is strongly desired.

· A minimum of one year of previous supervisory experience required.

· Must be able to speak clearly, effectively and persuasively in positive or negative situations.

· Must possess solid coaching skills to encourage individuals and teams to achieve success.

· Must exhibit strong customer orientation and be comfortable interacting with a diverse customer population. Must possess empathy and solid critical thinking skills, and a desire to do the right things for the customer.

· Must be able to read and interpret documents and have the ability to write routine reports and correspondence.

· Maintain strong knowledge of bank products and services.

· Exhibit tact and diplomacy.

· Good organizational skills.

· Must have a valid driver’s license as travel throughout the bank’s service area may be needed.

· A pre-employment evaluation may be required.

Working Conditions

Moderate physical effort; some lighting required with the handling of materials and supplies. Physical effort is involved requiring dexterity, visual attention and application as needed for the operation of office equipment. This is normally a seated position with the freedom of movement on a regular basis.

Well lighted and ventilated office environment.

*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential functions (as listed) either unaided, or with the assistance of reasonable accommodations, to be determined by management on a case-by-case basis.

This job description represents an overview of the essential functions of this position. This is not a complete listing of all required duties. Specific duties may vary over time to meet the needs of the bank.

Franklin Savings Bank reserves the right to change the job duties as business requirements dictate. Employees will be expected to perform other reasonably related duties as may be required by Management.

Every employee works for Franklin Savings Bank, not just for a particular manager. Accordingly, employees are expected to act in the best interests of the bank, even if doing so requires actions and responsibilities not listed in the above job description.

Job descriptions are not intended as, and do not create, employment contracts. The bank maintains its status as an at-will employer.

Equal Opportunity Employer/Veterans/Disabled

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Ability to Commute:

• Franklin, NH 03235 (Preferred)

Ability to Relocate:

• Franklin, NH 03235: Relocate before starting work (Preferred)

Work Location: In person

Salary : $55,000 - $60,000