Assistant Call Center Manager - Minster Bank

WHY WORK FOR MINSTER BANK?

When choosing a bank partner, relationships matter. For over 100 years, Minster Bank has been helping individuals, families and businesses achieve their dreams by offering a variety of services. We encourage our employees to achieve their dreams by providing a family-friendly work environment that promotes growth, job satisfaction and teamwork.

JOB SUMMARY

The Assistant Call Center Manager supervises and coordinates activities of the Customer Service staff by acting as a "working manager" setting a proper example by a willing attitude toward personally handling customer calls, making cross-selling presentations, dealing with customer complaints, etc. The Assistant Call Center Manager serves as a back up to the Call Center Manager. 

OTHER RESPONSIBILITIES

• Fields all telephone calls and answers the majority of customer inquiries without transferring the call.
• Responds to customer questions and requests for account and product information in a professional and friendly manner, while identifying cross-selling opportunities using an effective and consistent sales approach.
• Answers customer inquiries, troubleshoots, and answers feedback for all the Bank's automated banking services including the processing of incoming account applications.
• Responsible for the day-to-day management of customer service staff, which helps to create strong customer relationships and bank growth. 
• Regularly provides feedback and ensures that staff is properly trained to deliver an exceptional customer experience via telephone, chat and email.
• Assist in developing means to capitalize on cross-selling opportunities. 
• Create strong customer relationships and bank growth through superior customer service.
• Be knowledgeable of the bnak operations, products and service offerings.
• Adhere to bank audit and compliance policies and procedures. 

KNOWLEDGE, SKILLS & ABILITIES

• Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• A broad knowledge of products and services offered by the bank.
• Solid knowledge of bank-wide regulations and thorough knowledge of regulations and laws that relate to his/her department.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

JOB TYPE: Full-Time, Non-exempt, 38 hours per week

WORK LOCATION: In person

SCHEDULE: Our department hours vary Monday through Friday 8:00 - 5:00 and Saturday's 8:00 - Noon

Minster Bank is an equal opportunity employer.