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Customer Service Center Assistant Manager

Cape Cod Five Cents Savings Bank
Job Description

Oversees the day-to-day operations of the Customer Service Center (CSC), ensuring the highest level of service is provided to customers and prospects using telephone, mobile, and online for their banking needs.  In addition to providing supervision and leadership to the CSC Specialists, responsible for quality control, compliance management, testing, call metric management, and issue resolution

Staff Supervision and Leadership

  •  Assist the CSC Director in the selection, placement, and the coaching and development of CSC Specialists, in order to build and maintain a high functioning team. 

  • Coach and develop staff to deliver world class service to our customers by their contact method of choice, i.e., phone, email, or chat (Conversations).

  • Coordinate staff training and ensure that staff members are cross-trained on all operational duties and Bank products for the CSC.

  •  Identify staffing needs and schedules; review and approve weekly time sheets for payroll purposes.

  • Provide timely performance feedback; write and give performance reviews with the CSC Director.

  • Anticipate, resolve and correct employee relations issues, eliciting feedback or escalating issues to the CSC Director and Human Resources as necessary.  Responsible for documenting the process and outcomes.

  • Guide staff in providing highest level of customer service by role modeling and monitoring telephone service metrics to insure Customer Service Center Specialists rapidly respond to requests and inquiries, relay accurate information, and communicate in a friendly and respectful manner. 

  • Ensure all staff maintain customer confidentiality and adhere to privacy policies.

Customer Service Center Operations

  • Manage day-to-day CSC operations including opening and closing according to established security procedures, coordinating facility and/or equipment maintenance, and ensuring the operations of the Customer Service Center are compliant with Bank policies and Federal and State regulations.

  • Manage customer complaints and escalate to the proper department when necessary.

  • Draft and implement policies, practices and procedures; maintain and monitor written procedures to prevent fraud in all delivery channels and products supported by the Customer Service Center.

  • Identify and recommend opportunities to increase level or scope of service provided to customers.

  • Oversee the Automated Telephone Banking, Online Banking, and Mobile Banking support activities of the CSC; prepare monthly activity, volume and service reports for management and maintain activity logs on digital banking support provided by the Customer Service Center.

  • Maintain product information on the Voice Response Unit (VRU) and monitor VRU performance, requesting assistance from other departments when required.

  • Open tickets with core application vendor for those issues not in normal scope of Customer Service Center support operations.

  • Help coordinate onboarding of new BillPay customers, and BillPay overdrafts

  • Act as a customer service representative during periods of heavy activity, or to cover absences of CSC staff as needed.

  • Remain up-to-date on the Bank's products and services, and on industry and regulatory practices.

  • Oversee Deluxe Check Fraud Monitoring Alerts.

  • Manages the education and training related to supporting third-party PFM products such as Quicken and Quickbooks.

  • Manages auditing of instant issue card requests for customers requesting new via Online Account Opening; also coordinates new debit/ATM cards mail requests.

  • Assists the CSC Director in the creation, development and management of CS call service metrics.

  • Assists with digital account opening process including application management, customer follow-up, and additional account maintenance when needed.

  • Assists with Online and Mobile Banking support, including on-going staff training.

  • Develop and maintain fraud related procedures, including:

  • Real-time consumer bill payment monitoring service.

  • Phone call follow-up with all new BillPay service enrollees.

  • Card compromise events.

  • Trustee Rapport support and remediation procedures.

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

  • Minimum of  three years banking or financial services experience.

  • Minimum three years of call center management or related experience.

  • Customer service orientation.

  • Pleasant telephone voice.

  • Experience implementing technology.

  • Experience with chat technology and functionality

  • Experience in establishing and leading to meet KPIs and metrics. 

  • Desire and ability to assess customers’ product and service needs and recommend appropriate Bank products and services via telephone.

  • Strong oral communication skills; ability to develop rapport with others quickly, to be cheerful and outgoing.

  • Strong written communication skills; ability to write clearly displaying commitment to service.

  • Strong listening skills.

  • Superior organizational skills and attention to detail.

  • Ability to handle multiple tasks at one time.

  • Able to handle interruptions, work under pressure and deal diplomatically with potentially stressful conversations and situations.

  • Ability to work independently, as well as contribute to the team environment.

  • Technology aptitude to learn Bank-specific software applications.

  • Must have cyber security awareness to protect the digital environment, the Bank and customers.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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