This position in our Customer Connect department located in our Operations Center in Adams.
If you’re focused on empowering and encouraging a team through exemplary leadership skills?
If you’re a problem solver and can remain patient while working with customers?
If you’re experienced at defusing an upset customer and coaching your team to do the same?
If you enjoy implementing new technology and training others on new systems?
Then please take a look at the job description below and if you are interested please apply.
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Job Purpose:
Actively participate in and foster the Adams Community Bank’s culture of excellence while supporting the Bank’s strategic initiatives.
Responsible for the day-to-day operations, and management of the bank’s Customer Connect Department. Understands and identifies areas of Customer Connect that can be developed or improved. Must understand banks products and services to actively identify referral opportunities to expand current customer relationships and to also attract new business.
The Customer Connect Officer is responsible for ensuring he/she as well as all the members of the Customer Connect team are following the banks established processes and procedures while taking calls. The Customer Connect Officer is responsible for maintaining confidential information and ensuring no misuse of customer information. Ensures that all customers are being delivered service of the highest standard and which reflects the banks culture, values, and established customer service standards.
Consistently and effectively manage behavior within the Bank’s established customer service standards and core values while adhering to all established Bank policies and procedures.
Critical Drivers:
- Customer Experience and Satisfaction
- Operational Efficiency
- Technology Management and Adoption
- Team Performance and Development
- Performance Metrics and Reporting
- Customer Adoption of Digital Banking and Self-Service Technology
- Compliance and Risk Management
- Service-Level Agreements (SLAs) and Performance Metrics
- Issue Management
Duties and Precise Tasks:
1. Commit to and live by a no excuses environment whereby all employees are held 100% accountable for behaviors, actions, performance, and attitudes.
2. Adhere to all ACB policies and procedures.
3. Follow proper Customer Connect call procedures and standards.
4. Be proficient at the three following services offered in Customer Connect: Telephone Support, ITMs, and Video Banking
5. Hire, train, lead and manage Customer Connect Supervisors and Specialists in all aspects of the Customer Connect Dept.
6. Evaluate, coordinate, and deliver training programs for staff. This includes, but is not limited to, developing material, maintaining informational databases, expanding communication tools, preparing, and analyzing call/ITM logs/reports.
7. Auditing interactions and recommending solutions to meet the Bank’s and customers’ expectations.
8. Responds to complaints and concerns by resolving issues immediately whenever possible and ensuring complaints are submitted to the Complaints Committee as necessary.
9. Ensures that the staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs.
10. Collaborates with leadership to monitor performance using reports and apply recommendations for best practices.
11. Participates in audits to identify gaps in knowledge and/or skills.
12. Establish a high standard for productivity, quality, customer service as well as define guidelines.
13. Ensure coverage is properly scheduled for all queues and office locations.
14. Ensure QA is conducted and reviewed with all agents on a regular basis.
15. Assist human resources department in the recruitment process for intake specialists by interviewing potential hires and overseeing training program of new candidates.
16. Evaluate staff and recommend performance incentives as necessary.
17. Maintains knowledge of day-to-day operations to be able to cover all areas of Customer Connect when necessary.
18. Adhere to telephone and communication standards when interacting with customers to attract business.
19.Perform additional duties as requested.
Human Relations/Emotional/Mental Demands:
Contact with existing /potential customers and employees through telephones, correspondence or personally interact with in all areas. Confidentiality of potential and existing client and employee information requires professionalism, discretion, and diplomacy.
Knowledge, Skills and Abilities:
- Must possess the ability to read, write and speak fluently in the English language.
- Organization and customer service skills with both internal and external customers.
- Excellent organization and leadership skills
- Working knowledge of Microsoft Office.
- Mathematical skills, writing and grammar skills.
- Computer software skills
- Tech savvy with knowledge of telephone equipment and relevant software. Attention to detail.
Ability to:
- Perform excellent telephone communication skills.
- Perform excellent interpersonal skills.
- Present excellent video presentation skills
- Handle conflict resolutions in a professional manner
- Handle highly confidential information.
- Process transactions with a high degree of accuracy
- Prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with ACB’s risk, exposure to loss or fraud.
- negotiating skills
- Work well under pressure.
- Work in a fast-paced environment
- Interact with public.
Knowledge of:
- In-depth knowledge of all Bank deposit products and policies.
- Basic knowledge of Bank loan products and investment services.
- Applicable state and federal regulations and responsibilities relating to them.
Education and Experience:
- High school diploma or GED equivalent
- Associate degree or higher in business, finance or related area preferred.
- Previous retail branch experience preferred.
- Experience with state and federal regulations and responsibilities related to them.
- Management experience
- Proven experience as call center supervisor or similar supervisory position.
- Experience in customer service is essential.
Working Conditions:
- 95 % of time spent in an office, banking environment.
- 5% of time spent out of branch/office.
Physical Demands:
Employee will have the following physical demands:
- Required to sit, stand, and move throughout the location/branch.
- Required to climb and stoop, reach with hands and arms, use hand to finger objects and control.
- Occasionally lift & move up to 25 pounds.
- Data entry skills/typing
- Utilize computer systems.
- Ability to transport self, in a timely manner, to and from meetings, conferences and events.
Employee will have the following visual ability requirements:
- Close, distance, and peripheral
- Reading of written, printed or computer screen data.
