What are the responsibilities and job description for the Customer Care Supervisor position at Pennian Bank?
Description
General Responsibilities
Responsible for directly supervising the Customer Care Unit in order to efficiently support the customer service function of the Bank. This includes collaborating with the assigned Manager to establish specific goals for the unit, determining work procedures and expediting workflow while managing large amounts of inbound calls, effectively solving customer issues, complaints and inquiries; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information; adhering to internal policies, procedures, and practices.
Essential Duties
Regular attendance is required and will vary by position. For your specific schedule and hours, please discuss with your supervisor or division head. These hours are determined at the beginning of the year by your supervisor and are submitted to HR on the Budgeted Hours report. Based on need, the Bank does reserve the right to adapt at any point.
Oversees the functions of the department, fostering an atmosphere of teamwork and mutual respect within the department and with other bank departments and employees.
Regularly communicates with various departments, keeping apprised of products and processes for each, to maintain continuity of customer service.
Performs a variety of duties to support the customer service function of which the following are illustrative:
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers.
- Keep records of relevant customer conversations as well as customer referrals through the Customer Relationship Management (CRM) tool.
- Handles all direct customer calls pertaining to questions about statements, posted checks, stop payments, etc.
- Handles customer calls pertaining to Telebanc and online banking.
- Completes all incoming requests for deposit account verification.
Performs a variety of duties to provide both operational and customer support for the electronic services offered by the Bank, including retail on-line banking, consumer bill pay, business on-line banking, small business bill pay, ACH Origination, Remote Deposit Capture and Merchant Services.
Responds to inquiries relating to his/her particular area, or to requests from customers, other bank personnel, etc., within given timeframes and within established policy.
Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness.
Ancillary Duties
Performs other related duties as assigned or directed.
Requirements
Basic Qualifications
Education/Training: A high school diploma or equivalent.
Skill(s): Moderate reading, writing, grammar, and mathematics skills; proficient interpersonal relations and communicative skills; moderate typing and word processing skills; ability to stand, walk, stoop, climb, reach, push, and lift items weighing 30 lbs. or less.
Experience: A minimum of two (2) years of banking required.
