Customer Service Center Support Team Manager (Call Center) at Heritage Bank

$67,724.80 - $82,030.00 - $98,430.00 annual

At Heritage Bank, we work hard, but also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy!

As part of our team you’ll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month*, while also enjoying 11 paid holidays each calendar year, and an annual float day.

Position Overview:

The customer service center support team manageris responsible for overseeing, leading and managing a customer support team for an assigned center, and is responsible for achieving all service level targets, and meeting operational objectives, in accordance with the Heritage Bank Mission, Vision, and Values. Additionally, this position is accountable to support service center team members to ensure effective and efficient use of staff and technology resources.

The successful candidate will be able to:

• Lead and manage the workflow of assigned center to ensure tasks are allocated appropriately and required deadlines/commitments are met on a consistent basis.
• Monitor team productivity to ensure customer service is conducted in accordance with Heritage Bank Service Standards
• Review call center and operational systems reports. Monitors service standards and performance metrics for efficiencies and appropriate service level standards. Provides ongoing and updated reports, as requested.
• Identify and communicate issues, trends and opportunities for improvements. Recommend and implement process and procedure enhancements. Ensures teams are aware of updates and changes in a timely manner and complies with all Bank policies and procedures.
• Resolve and is primary point of contact for escalated customer questions and/or concerns, in a timely manner, to maintain optimal service center performance in service quality, accuracy, efficiency, and risk management. Makes and approves policy and procedure exceptions within assigned limits.
• Actively lead and trains staff to ensure service center consistently adheres to all regulatory compliance standards, internal operational controls and follows all operating policies and procedures.
• Work with branch banking and support department management teams to research and resolve cross-department customer issues/concerns in a timely manner.
• Maintain in-depth knowledge of all Bank’s products and services, and a comprehensive knowledge of operational policies and procedures, and retail and service center operations.
• Actively manage robbery response activities within assigned center, and participates as a member of the Bank’s incident response team.
• Participate in and monitors operating and project budgets to achieve results within those budgets.
• Provide direct reports with proper tools and authority to execute their assigned functions. Develops skills of staff through goal-setting, coaching, problem resolution, delegation, training, counseling, and performance management.
• Work collaboratively with management and Human Resources to recommend staffing levels and approve personnel actions such as hiring, terminations, promotions, transfers, training and development of staff, timely performance reviews and salary increases, in accordance with legal and acceptable Bank personnel practices.
• Maintain proficient knowledge of, and ensures bank activities are performed in compliance with, all state and federal banking laws and regulations applicable to areas assigned area of oversight.
• Ensures Bank activities are performed in compliance with the Bank’s Policies and Standards, in partnership with Enterprise Risk Management and other internal banking partners.

Requirements:

• High School diploma or equivalent - required. Associate's Degree or higher in Business, Accounting and/or Finance -preferred.
• 5+ years recent and progressive experience in a role of similar scope and responsibility, in a banking, finance or sales environment, with an emphasis on customer service delivery, developing effective processes, and team performance, which includes a minimum of two years in a direct leadership and/or management role in a financial services or community banking environment – required.
• Call Center Management experience – preferred.
• Equivalent combination of education, training and management experience may be considered.
• Provides an exceptional level of quality service for internal and external customers and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner.
• Excellent communication/ interpersonal skills combined with ability to communicate effectively, clearly and persuasively in a variety of settings, formats, and audiences across business lines at all levels; with the ability to read, write, speak and understand English well.
• Strong leadership and managerial skills are required to manage, motivate, and develop a team, and monitor workflow and schedules. Employee development, performance management, training and employee counseling skills are required.
• Strategic in approach to problem solving and decision-making, with demonstrated ability to quickly focus on key issues and independently make decisions under pressure of time constraints.
• Demonstrated ability to monitor and manage income and expense budget(s).
• Strong analytical reasoning, attention to detail, organizational, data review and time management skills, with the ability to accurately manage multiple assignments, goals, reporting requests and staffing schedules, ensuring priorities are set and commitments and deadlines are met, with minimal direction and supervision.
• Thoroughly understands and appropriately applies principles, procedures, requirements, regulations, and policies related to assigned area of oversight
• Unquestionable integrity in handling sensitive and confidential information required.
• Proficient PC experience using MS Office products (Word, Excel, Outlook) and working knowledge of financial services industry core processing and automated banking systems, i.e., Fiserv or equivalent, with the ability to learn and adapt to new technologies quickly.
• Experience using telecommunications systems – required. Cisco systems – preferred.
• Willingness to travel to other Bank locations and meeting sites, which may include overnight travel, as needed; valid driver’s license, proof of insurance, and access to reliable transportation; or the ability to access and utilize an alternative method of transportation, when needed, to carry out job-related essential functions.

Working Environment/Conditions:

• Climate controlled office environment.
• Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.
• Work requires regular attendance, punctuality and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, Saturday’s and/or extended hours, as needed.

Physical Demands/Effort:

• Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day.
• Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner, and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
• Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, walking, climbing, kneeling or crouching to file materials.
• Occasional lifting and/or moving up to 10 lbs (files, boxes, etc.)

Heritage Bank is an Equal Opportunity Employer

Salary Range Disclaimer

The base salary range represents the min, mid and max of Heritage Bank’s salary range for this position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank’s total compensation package for full time and part time employees. Depending on position, other total compensation rewards may include, monthly, quarterly or annual incentive, and/or bonuses.

*mon2