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Customer Service Manager

Company: First Fidelity Bank
Location: Norman
Posted on: June 8, 2021

Job Description:

At First Fidelity Bank, we are looking for talented, enthusiastic team members with a passion for service excellence. Our employees are critical to our overall success. We invest in our employees by providing excellent training and development, as well as advancement opportunities. We offer our employees a family environment, great benefits, competitive pay and paid time off for work/life balance. We are dedicated to giving back to the communities we serve, and we encourage our employees to participate in charitable giving and volunteer opportunities. One of our Core Values is to provide a caring place to work where people truly enjoy coming to work each day. Colleagues of First Fidelity Bank take pride in working here, make lasting friendships and have fun!

SUMMARY

Supervises a team of Customer Service Representatives ("CSRs") in the Bank's contact center. Fosters teamwork through fair and consistent treatment of all colleagues. Provides effective oversight, training, mentoring, and motivation to CSRs to maximize optimum service performance. Role models service excellence and ensures CSRs understand how their actions have a direct impact on client satisfaction. Coaches CSRs on how to recognize client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services. Serves as a manager on duty in the Contact Center for escalation of more complex issues and calls needing resolution. Recognizes client needs and matches them with appropriate products through sales or referrals.

PRIMARY DUTIES/RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

  • Reports to the Assistant Director of Customer Service. Supports the Assistant Director in managing the daily activities in the contact center. Monitors the productivity and quality of the CSRs and keeps the Assistant Director informed of any issues and concerns.
  • Exemplifies, by leading by example, and holds CSRs accountable for meeting or exceeding the Bank's Mission, Vision, Core Values, and Golden Rules of Service. Exemplifies high standards in terms of client service, work ethic, attendance, compliance with banking regulations, and following policies and procedures. Solidifies a culture that exceeds expectations.
  • Supervisory responsibilities include interviewing, hiring, assessing and developing CSRs and handling employee relation issues. Clearly communicates performance expectations to CSR staff. Sets goals, conducts regular one-on-one meetings, provides on-going performance coaching, and promotes an environment where CSRs feel comfortable providing regular feedback. Works with Assistant Director to make decisions related to CSR promotion, corrective action or termination.
  • Develops CSR schedules and ensures the contact center is staffed to provide adequate coverage.
  • Serves as a manager on duty for escalation of more complex issues and calls needing resolution. Must understand the issues CSRs face on the floor and be a reliable source of information to resolve difficult client situations. Repairs and improves client relationships through confident and professional handling of escalated calls as needed.
  • Recognizes client needs and matches them with appropriate products through sales or referrals.
  • Ensures CSRs provide prompt, courteous and accurate service to Bank clients. Monitors recorded CSR client calls and online contacts for quality and accuracy. Provides CSRs and Customer Service leadership with feedback and suggestions for improvement.
  • Monitors live chat conversations for timeliness of response times, quality and accuracy. Coach CSRs on how to utilize effective time management and prioritization skills in order to promptly respond to live chats.
  • Ensures CSRs comply with all laws, regulatory requirements, with emphasis on information security and appropriate documents and reporting are completed in a timely manner.
  • Makes certain contact center equipment is operating and serviced at acceptable standards. Makes recommendations concerning equipment needs to Assistant Director.
  • Actively seeks process improvement and makes recommendations to Assistant Director of Customer Service.
  • Prepares materials and assists in the planning of departmental meetings.
  • Performs other relevant duties as assigned.
  • Is available and is physically present in the Contact Center during and after normal Bank hours to answer questions and solve problems for CSRs and clients. Regular and reliable attendance is an essential function of the job.

Qualifications

QUALIFICATIONS

EXPERIENCE REQUIREMENTS:

  • At least five (5) years or more previous banking and/or customer service contact center experience required.
  • At least two (2) years or more previous supervisory experience required.
  • Bilingual a plus.
  • Live Chat experience a plus.

EDUCATION REQUIREMENTS:

  • High School diploma or equivalent required
  • College degree or equivalent banking or contact center experience required.

OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):

  • Thorough knowledge and understanding of Bank products and services with an ability to train and mentor direct reports.
  • Able to think, reason and react quickly in order to formulate solutions and provide personalized client service.
  • Able to demonstrate empathy with client concerns. Courtesy, tact, and diplomacy are essential elements of the job. Must be capable of dealing calmly and professionally with different personalities or individuals from diverse cultures at various levels within and outside of the Bank.
  • Strong organizational skills that enable multiple tasks to be balanced. Excels at adjusting to multiple demands and shifting priorities.
  • Superior verbal communication skills. Must have the ability to converse intelligently, clearly and understandably over the telephone with clients and co-workers. This requires a pleasant and professional tone and demeanor, good speaking articulation, rate of speed, and ability to be clear and concise.
  • Strong written communication and keyboarding skills in order to accurately document/track status of issues, assist clients virtually via the internet or our mobile app, and respond to professional communications.
  • Ability to consistently handle a large volume of contacts via the telephone or internet, deal with stressful situations, remain calm under pressure, and act in the Bank's self-interest.
  • Independent decision making with defined guidelines.
  • Adapts quickly to change and remains flexible.
  • Ability to stay calm, appropriately control emotions, remain professional under pressure, and handle stressful situations with resilience.
  • Ability to generate and maintain strong team morale and communication.
  • Able to work independently, with minimum supervision, in a fast-paced environment.

ADDITIONAL INFORMATION

SUPERVISORY RESPONSIBILITY: Yes

WORKING CONDITIONS:

Normal Office Environment

EEO/M/F/Disabled/Vets Member FDIC

Keywords: First Fidelity Bank, Norman , Customer Service Manager, Other , Norman, Oklahoma

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