Savings Bank of Danbury is recruiting for its newly created customer care center. The successful candidate must possess prior call center experience preferably banking call center or prior banking experience. The candidate should have an optimistic and engaging personality with a strong desire and ability to adapt, lead with a team approach, and learn as we take a phased in approach to expand call center capabilities. We will evolve from initially responding to customer inquiries and providing solutions to making outbound calls, proving customer assistance via our Interactive Teller Machines (ITM) and more. Strong planning and problem resolution skills and be a clear communicator.
Responsibilities
Ø Recruit, oversee, and develop direct reports to supervise the Customer Care Center staff and ensure proper implementation of training and quality standards.
Ø Manage Customer Care Center Supervisors and set the expectation for the Customer Care Center staff to deliver high-quality service.
Ø Interview, hire, manage, and develop Customer Care Center Supervisors and staff.
Ø Participate in identifying the tools and systems needed to enhance efficiency and customer experience.
Ø Educate customers on alternative digital challenges and make product recommendations when appropriate.
Ø Create and maintain a needs-based sales culture that helps to fulfill our customers financial goals and leverage our partners such as mortgage, commercial lending, and investment specialists.
Ø Ensure Customer Care Center staff is well trained and receives regular and ongoing refresher and procedural training working in conjunction with our learning and development team and SVP of Retail Banking.
Ø Meet regularly with Customer Care Center Supervisors to review department performance including individual performance feedback and development opportunities. Meet monthly with direct reports. Complete annual performance evaluations for Customer Care Center Supervisors.
Ø Work with the Customer Care Center Supervisors on scheduling of the Customer Care Center staff to ensure adequate staffing levels for inbound, outbound, ITM and web delivery channels.
Ø Monitor and manage daily call flow to meet service levels. Identify trends in call flows to drive efficiency. Assess changes in workloads, evaluate impact to service levels and make recommendations as appropriate.
Ø Measure and analyze customer experience tools (survey results, production reports, etc.) that drive excellent customer service and work to create a culture of continuous improvement.
Ø Lead and participate on Bank teams, projects, and strategic initiatives when the opportunity arises.
Ø Engage in the identifying opportunities to enhance revenue and efficiency, reduce expenses, streamline, and improve operations.
Ø Adhere to all bank policies, procedures, and regulatory requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge.
Ø Participate on bank, projects, and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.
Ø Exhibit and model high ethical standards with all activities and responsibilities.
Ø Monitor and manage attendance and on-time expectations.
Full Time Customer Care Manager
· Full Time Exempt
· Flex schedule
· Competitive salary commensurate with experience
While performing the duties of this job the employee:
Is regularly required to operate a computer and other office equipment, such as, a copy machine, calculator, phone, and computer printer.
Must be able to remain in a stationary position 60% of the time.
Is required to have close visual acuity to perform an activity such as, viewing a computer terminal and determine the accuracy, neatness, and thoroughness of work assigned to self and staff.
Is required to express or exchange ideas by means of the spoken word to convey detailed spoken instructions to other employees accurately.
Must be able to receive detailed information through oral communication.
The noise level in the work environment is usually low to moderate.
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