Customer Care Center Manager

5 - 7 years experience  •  Business Services

Salary depends on experience
Posted on 12/07/17
5 - 7 years experience
Business Services
Salary depends on experience
Posted on 12/07/17

Description

GENERAL DESCRIPTION OF POSITION
The Customer Care Center Manager will manage and direct all aspects of incoming call center operations. They are responsible for responding to customer inquiries and assisting Customer Care Center (CCC) employees. Employee is required to adhere to customer identity and privacy policies and procedures. They will be responsible for compliance with all legal and regulatory guidelines related to call center operation and transactions. They will also be responsible for improving customer service by obtaining resolution to customer issues or concerns in a timely manner. The CCC manager is required to cross sell bank products.

ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Manage and direct all aspects of incoming call center operations. This duty is performed daily, about 100% of the time.

2. Implement and review call center policies and procedures. This duty is performed daily, about 100% of the time.

3. Develop and monitor quotas for service volume and timeliness. This duty is performed daily, about 100% of the time.

4. Responsible for the training, coaching, development and retaining of qualified CCC employees. This duty is performed daily, about 100% of the time.

5. Identify cross selling opportunities. This duty is performed daily, about 80% of the time.

6. Motivate Call Center agents to achieve high performance. This duty is performed daily, about 100% of the time.

7. Monitor calls for quality assurance. This duty is performed daily, about 80% of the time.

8. Responsible for scheduling of CCC employees based on call volume reporting. This duty is performed daily, about 100% of the time.

9. Handle escalated calls and e-mails from CCC Staff that fall outside the purview of floor Lead/Supervisors. This duty is performed daily, about 100% of the time.

10. Act as back up for CCC reps by answering incoming calls from customers regarding all types of retail accounts. This duty is performed as needed, about 100% of the time.

11. Maintain an understanding of current marketing promotions and bank products. This duty is performed daily, about 80% of the time.

12. Refer customers to other bank personnel as needed. This duty is performed monthly, about 30% of the time.

13. Take information and perform maintenance on check orders, internet and telephone banking, and ATM/debit cards. This duty is performed daily, about 80% of the time.

14. Make limited refund decisions as needed. This duty is performed daily, about 1% of the time.

15. Perform research on Bankware for customer inquiries. This duty is performed daily, about 80% of the time.

16. Process telephone transfer of funds. This duty is performed daily, about 80% of the time.

17. Process stop payments by phone. This duty is performed daily, about 30% of the time.

18. The ability to work in a constant state of alertness and in a safe manner.

19. Completes required BSA/AML training and other compliance training as assigned. This duty is performed as needed.

20. Perform any other related duties as required or assigned.

Requirements

EDUCATION AND EXPERIENCE
Broad knowledge of such fields as accounting, marketing, business administration, finance, etc. Equivalent to a four year college degree, plus 6 years related experience and/or training, and 5 years related management experience, or equivalent combination of education and experience.

COMMUNICATION SKILLS
Ability to write reports, business correspondence, and policy/procedure manuals; Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.

CRITICAL THINKING SKILLS
Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.

SOFTWARE SKILLS REQUIRED
Basic: 10-Key, Accounting, Alphanumeric Data Entry, Contact Management, Presentation/PowerPoint, Spreadsheet, Word Processing/Typing

WORKING CONDITIONS
Periodically exposed to such elements as noise, intermittent standing, walking, occasionally pushing, carrying, or lifting; but none are present to the extent of being disagreeable.

ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

17-0946

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