DIGITAL BANKING - CALL CENTER MANAGER

First State Bank of the Florida Keys

Hollywood, FL

Expired: October 22, 2022 Applications are no longer accepted.

Full-Time

DIGITAL BANKING - CALL CENTER MANAGER

Salary range $52,000 to $60,000

Position Summary:

This position involves developing strategies regarding digital banking products and customer service initiatives, assisting with the testing and implementation of new products and services and managing vendor relationships. Other responsibilities include overseeing the daily operations of a small call center, where staff will resolve, document and escalate customer complaints and complex issues to the manager. The manager will train staff in identifying sales opportunities for retail and digital products and services and will establish and maintain the customer onboarding and retention program, produce monthly dashboards and reports, and participate in projects as needed.

Position Responsibilities:

Develops, implements, enhances, and supports digital banking and call center systems, technologies and strategies, including overseeing the daily operations of call center.
Monitors the productivity of department personnel to ensure customer service consistency and uniformity; reviews system reports to monitor call duration, hold time, transfer activity, etc.; observes employee demeanor, technical accuracy, and conformity to policies and procedures; and answers questions and recommends corrective solutions to address customer concerns or complaints, complex inquiries, technical product and service issues, and troubleshooting
Assists in the development of marketing promotions and sales initiatives to grow the business
Assures audit compliance and procedure quality control and recommends and initiates corrective actions, and ensures the department follows established Bank policies, procedures and state and federal laws, rules and regulations.
Conducts and attends various product knowledge and customer service training presentations.
Maintains current knowledge of financial industry status and trends.
Maintains a detailed tracking system that provides the Bank with a comprehensive list of call center activities, such as number of calls, duration, types of inquiries, and sales records for Senior Management review.
Ensures effective communication to staff and implementation of all policy and procedure changes as approved by Senior Management, and schedules and conducts any necessary training for staff.
Consistently applies superior decision-making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.
Assumes responsibility for special projects, and gathers data and prepares reports for Senior Management, audits and other personnel.
Works with diverse groups when testing and implementing new products and services to ensure successful project implementation
Plays a positive role in the development and growth of assigned department staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross trained staff.
Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment, and supervises the daily activities of the department including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.
Assumes responsibility for various department functions in the absence of staff members or in overload situations.
Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; and upholds organizational values; and accepts responsibility for own actions.
Responsibilities also include other duties as assigned

Competencies:

Five years plus experience with a Digital Banking/Call Center concept and strong knowledge and understanding of standard retail and digital bank products, policies and procedures
Ability to exercise discretion and sound independent judgment when handling the daily activities of the online banking/call center operations
Multi-task oriented with strong organizational skills
Excellent customer service, sales and communications skills with the ability to interact effectively with clients by phone, email, chat or in person in a dynamic work environment
Experience using banking system platforms to perform account maintenance and research
Experience with the Fiserv Architect and Signature platforms preferred
Computer proficient in MS Outlook, Word and Excel

Supervisory Responsibility:

This position has supervisory responsibilities.

Required Education & Experience:

Associates Degree or related knowledge/skills gained through experience
Five years plus experience with a Digital Banking/Call Center concept and strong knowledge and understanding of standard retail and digital bank products, policies and procedures

We offer...

Health, Dental, Vision & Life Insurance

Paid Time Off Starting at 15 days

Paid Holidays 10 days

Paid Time Off for Volunteering

Tuition Reimbursement

Competitive Salaries

401k Employer Match

Quarterly Cash Profit Sharing

Great Hours

EOE M/F/V/D