Call Center Assistant Manager (FT) Main Office

Position: Call Center Assistant Manager

Department: Operations

Job Status: Full-Time

FLSA Status: Non-Exempt

Grade:  9

Reports to:  AVP/Call Center Manager

Amount of Travel Required: No Travel Required

Positions Supervised:  N/A

POSITION SUMMARY

Lead the activities of the centralized Call Center, providing all levels of customer service via telephone and email. Performs a wide variety of customer service duties and inquires via telephone, to assist customers with account information, problem resolution, research and product/service recommendations. Provides prompt and professional service to new and existing customers. Maintains and enhances customer relationships.

ESSENTIAL FUNCTIONS

• Applies the Westfield Bank Service Process during customer interaction to acquire and enhance customer relationships.
• Ensures an exemplary level of quality customer service in a positive welcoming manner and represent the Voice of Westfield Bank via telephone/email.
• Meets service standard requirements provided by AVP, Call Center Manager.
• Supervises Call Center department personnel by:
  • Creating a team environment focused on producing exceptional customer experiences.
  • Providing leadership and coaching to the Call Center Staff to ensure maximum effectiveness, as well as continual learning and professional development.
  • Assisting the AVP, Call Center Manager to develop new procedures to improve efficiency within the call center.
  • Assisting the AVP, Call Center Manager to develop and conduct training sessions to strengthen staff’s knowledge of products, services and policies.
  • Ensuring that the department is adequately staffed with properly trained personnel.
  • Resolving and tracking servicing issues escalated by customers and staff.
  • Ensuring that appropriate new product and policy training is done in a timely manner and communicated to all necessary staff.
  • Providing input to the AVP Call Center Manager in making or approving decisions for department employees regarding performance ratings.
  • Guiding and advising subordinates in the more complex phases of work.
• Has designated authority to approve requested limit increases on various customer online/ debit card limits.
• Assists the AVP, Call Center Manager in monitoring designated call metrics (hold time, abandoned rate, etc.) to optimize the customer experience.
• Monitors and manage daily workflow.
• Performs all responsibilities of a Call Center Customer Service Representative.
• Must adhere to all bank and regulatory policies and procedures specific to position to minimize Bank losses and assure customer privacy.
• Must complete BSA, AML, and other Regulatory and Continuing Education as assigned.
• Must adhere to all bank and regulatory policies and procedures specific to position. Assumes additional responsibilities as requested.

POSITION QUALIFICATIONS

Competencies

• Communication
• Customer Service
• Decision-Making/Judgment Quality
• Dependability
• Job Knowledge
• Quality

Education/Experience/Skills & Abilities

• Associates degree or relevant job-specific experience.
• One to three years of similar or related experience. At least two years’ banking experience and one year of supervisory experience.
• Exceptional interpersonal and customer service skills (verbal and written).
• Strong telephone etiquette as well as strong decision and resolution making skills.
• Ability to cross sell products. Working knowledge of computers and Microsoft Word and Excel.

PHYSICAL DEMANDS

Physical Demands

Stand: O (Occasionally)

Walk: O (Occasionally)

Sit: C (Constantly)

Handling / Fingering: F (Frequently)

Reach Outward N: (Not Applicable)

Reach Above Shoulder: N (Not Applicable)

Climb: N (Not Applicable)

Crawl: N (Not Applicable)

Squat or Kneel: N (Not Applicable)

Bend: N (Not Applicable)

Lift/Carry

10 lbs or less: N (Not Applicable)

11-20 lbs: N (Not Applicable)

21-50 lbs: N (Not Applicable)

51-100 lbs: N (Not Applicable)

Over 100 lbs: N (Not Applicable)

Push/Pull

12 lbs or less: N (Not Applicable)

13-25 lbs: N (Not Applicable)

26-40 lbs: N (Not Applicable)

41-100 lbs: N (Not Applicable)

N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity up to 33% of the time (0-2.5+ hrs/day)

F (Frequently) Occupation requires this activity from 33%-66% of the time (2.5-5.5+ hrs/day)

C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements

None

Westfield Bank has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.