The Customer Care Operations manager serves bank customers by planning and implementing strategies, testing and improving system functionality, commitment to process simplification, and staff development in effort to provide an optimal service experience for all customers. Incumbent periodically conducts needs assessments, performance reviews, capacity planning, develops department quality and telephone operating standards, and handles Office of the President Complaint escalations. Manager must establish and understand technical specifications in order to be able to train staff to support product compatibility with our end users, and contributes information and analysis to assist with organizational strategic planning. This position is responsible for the effective delivery of all sales and service functions for an evolving contact center. This includes, but is not limited to Human Resource activities, implementing measuring and monitoring Quality Control standards and recommending system enhancements to more satisfactorily service customer needs.
This position is accountable to the SVP of Operations and must remain focused on delivering a superior banking experience to support our Firstrust core values and mission statement. A major component of the individual's role is to build strong working partnerships between Commercial Lending, Community Banking, Direct Channels, Operations and vendor partners. Applicant must be passionate and driven with a desire to provide an amazing customer experience across all touch points that meets or exceeds customer expectations.
Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.
Must be performed with or without reasonable accommodations include physical requirements.
While performing the essential functions of this position, the employee is regularly required to type using a computer terminal. The employee may be subject to repetitive motion while operating the computer and/or phone. Will be expressing, receiving, and exchanging ideas via a multi-phone system. The employee must be able to prepare and analyze figures.
The manager must be able to identify potential conflicts, strategic considerations, and solve a multitude of other issues related to customers to achieve equitable satisfaction. Creative and self-starting attributes are essential.
Incumbent must be able to interact with all department managers and senior management. Be goal oriented and possess effective oral and written communication skills. Exposure and familiarity with branch functions, personal computers, along with good analytical skills are imperative.
Incumbent should possess a well-rounded knowledge of sales and service management. Strong interpersonal skills, good organizational abilities and results-orientation are key elements. Applies knowledge of computer systems, bank policies, procedures, product knowledge, auditing procedures, and human relations skills required in establishing, training and promoting cordial and constructive rapport with the staff and public.