Customer Care Center Manager - Johnstown, United States - 1ST SUMMIT BANK

Description

JOIN OUR WINNING TEAM

1ST SUMMIT BANK, selected as one of the "Best Places to Work in Pennsylvania" from 2001, is seeking motivated, career minded people for full-time Customer Care Center Manager in Johnstown, PA.

We are a growing community bank that prides itself on creating a personalized experience for our customers, providing exceptional customer service, and developing and expanding customer relationships.

SUMMARY:

Oversee and direct Customer Care Center professionals and provide finest personal service to customers and communities we serve by directly responding to customer requests or needs in the Customer Care Center.

This position supervises the Customer Care Center professionals to ensure convenient informational assistance and apprises customers of available bank services to ensure timely completion of customers' service needs, to achieve the Customer Care Center and goals and support the Bank's Mission Statement.

ESSENTIAL FUNCTIONS:

Oversee daily operations of the Customer Care Center by:

• Oversee and Conduct Training of Care Center Staff to ensure adherence to procedures and optimum Custer Service
• Coach Customer Care Center staff through challenging customer service issues.
• Analyze Customer Care Center live data and make coverage availability adjustments as needed.
• Analyze call queues and ringdowns to ensure most effective handling of customer calls.
• Evaluate staff effectiveness and performance annually or on an atneed basis.
• Lead regular staff meetings to communicate important company information, address systemic training issues and train on new policies and procedures.
• Prepare and present dashboard performance reports for leadership.
• Work with CAO to develop monthly, quarterly, and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient telephone coverage.
• Work with CAO to prepare annual department budgets.

Oversee and perform Care Center Duties as needed:

• Direct and respond to customer requests.
• Advise customers on the use of available services.
• Recognize needs an opportunities to make effective referrals to Bank Professionals.

Assists in performing duties department security officer:

• Follow Bank's security program and provides training for employees.
• Perform security checks and reports to Bank Security Officer.
• Strict adherence to Bank Secrecy Act, USA Patriot Act, and Safeguarding Customer

Information.


REQUIRED SKILLS/ABILITIES:

• Excellent verbal and written communication skills.
• Exceptional organizational skills and strong attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problemsolving skills.
• Ability to function well in a highpaced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

1ST SUMMIT BANK is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.


Benefits:

• 401(k)
• 401(k)

matching

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (preferred)

Experience:

• Banking: 5 years (preferred)
• Supervisory training and expertise: 3 years (required)
• Leadership and interpersonal skills: 3 years (required)

Ability to Relocate:

• Johnstown, PA 15904: Relocate before starting work (required)

Work Location:
In person