Job Description

This position leads a team in the day-to-day operations of the Customer Service Center including, but not limited to, supervisory functions, training, handling overflow communication through all digital channels, escalated service issues, and other management/leadership activities.

Primary Duties:

• Leadership Expectations:
  • Define and delegate work responsibilities with clear, consistent expectations and desired outcomes.
  • Demonstrate both knowledge and application of Bell Bank policies, procedures, and guidelines.
  • Demonstrate the ability to take charge, make unpopular decisions, if necessary, and face difficult situations professionally.
  • Facilitate and support change within the Bell Bank system.
  • Demonstrate commitment to continuous learning personally and for the team.
  • Demonstrate the ability to work effectively with different types of personalities within the Bell Bank team.
  • Remain available as a resource to Customer Service Center team through various channels.
• Functional Requirements:
  • Assist in daily Customer Service Center activities where necessary during high volumes or staff scheduling challenges.
  • Monitor communication and coach staff performance compared to company values and position expectations.
  • Investigate and resolve problems for employees and customers via telephone or in person. Provide courteous, accurate, and efficient assistance to customers regarding their accounts.
  • Research processes for appropriateness/efficiency and propose time/cost saving improvements to manager.
  • Coordinate standard training for specialists on a continual basis to ensure consistency in customer service. Identify additional individual or group skill/knowledge gaps and facilitate training and mentoring as needed.
  • Review and maintain knowledge of bank communications. Ensure specialists have read and understood bank communications.
  • Proactively communicate departmental activities such as service issues, project activities, escalations, etc. to manager, as appropriate.
  • Analyze and determine optimum staffing levels depending on call volume trends, and partner with the manager to determine staffing and hiring needs.
  • Lead staff functions including personnel actions such as hiring, scheduling, assignment of workflow, training coordination, performance appraisals, and other personnel situations.
  • Monitor and evaluate employee performance and provide consistent and timely feedback.
  • Ensure accuracy in customer transactions through performance monitoring, error tracking, and partnering with other business units to accept and provide feedback in a professional manner.
  • Work with each specialist to ensure they meet or exceed all performance goals as outlined for their position.
  • Assist in maintaining policies and procedures relating to all customer service center functions, to ensure excellent service.
• Provide courteous, accurate, and efficient assistance to customers.
• Work effectively with other departments as necessary for customer inquiry/problem resolution.
• Maintain knowledge of all products and services offered by Bell Bank, and other general bank information required for assisting customers and specialists with questions required for quality service.
• Analyze and resolve service and technical problems quickly in a demanding environment.
• Work flexible hours outside of standard shift to support the department needs.
• Verbalize and demonstrate knowledge of procedures for maintaining security, confidentiality, and integrity of employee and customer information.
• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Job Skills Required:

• Two-year degree in business, service or related field, or equivalent experience.
• Minimum two years of experience in call center environment preferred.
• Supervisory experience, including interviewing, hiring, training, delegation and performance appraisals.
• Experience in banking is preferred.
• Knowledge of personal computers and related software programs including, but not limited to, Windows, Microsoft Office, and the most common web browsers and the ability to effectively use them.
• Excellent verbal and written communication skills.
• Ability to effectively handle conflict and work under pressure.
• Ability to listen, evaluate and exercise independent judgment with minimal supervision.