Job Description

As an Assistant Branch Manager-Inbound, you will be a crucial member of the branch management team, working closely with the Branch Manager to drive the branch's success. Your primary focus will be on managing the inbound customer service operations, ensuring a seamless and positive experience for our valued customers. You will lead and motivate a team of customer service representatives, providing guidance and support to deliver exceptional service. Additionally, you will play a role in business development, identifying opportunities to enhance the branch's performance and contribute to the overall growth of the bank.

• Manage and oversee the daily operations of the inbound customer service team, ensuring efficient and effective service delivery.
• Lead and motivate the customer service team, providing guidance, training, and performance feedback.
• Handle complex customer inquiries and complaints, ensuring timely and satisfactory resolutions.
• Collaborate with the Branch Manager to develop and implement strategies for business growth and customer acquisition.
• Monitor and analyze customer service metrics, identifying areas for improvement and implementing necessary changes.
• Ensure compliance with bank policies and procedures, maintaining a high level of integrity and ethical standards.
• Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams.
• Assist in the recruitment, onboarding, and training of new customer service representatives.
• Stay updated with industry trends and best practices in customer service, implementing innovative solutions.
• Perform other duties as assigned by the Branch Manager, contributing to the overall success of the branch.

• Bachelor's degree in Business Administration, Finance, or a related field.
• Minimum of 3 years of experience in a customer service management role, preferably in the banking industry.
• Strong leadership and team management skills, with a proven track record of motivating and developing high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships.
• Proficiency in Microsoft Office suite and customer relationship management (CRM) systems.
• Analytical skills with the ability to interpret data and make data-driven decisions.
• Strong problem-solving and conflict resolution abilities.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Customer-centric approach with a focus on delivering exceptional service.
• Willingness to continuously learn and adapt to changing industry trends and customer needs.