Banking Call Center Manager

4 weeks ago

Bethesda, United States Ultimate Staffing Full time

Ultimate Staffing has a great opportunity with a bank in Bethesda, MD. This is a full-time, direct hire role for a Call Center Manager. Hours are 9:00am-5:00pm Monday through Friday with the need for flexibility to work core hours. Salary is starting at $75k but is dependent on experience.

Major Duties and Responsibilities include but are not limited to:

* Ensure all policies and procedures are followed including OFAC, BSA/AML, REG D, REG E, and REG CC.

* Coach and mentor the Call Center team to ensure excellent customer service skills.

* Develop and execute a comprehensive team training program.

* Enforce dual control procedures at all times; perform audits as needed to ensure ongoing compliance procedures.

* Hire, onboard and train call center personnel. Schedule staff to maintain adequate coverage at all times.

* Keep staff informed of new products and services, Bank and departmental news, and pertinent changes in policies and procedures.

* Complete regular coaching sessions and annual reviews with branch employees.

* Report opportunities and issues to SVP, Retail Operations and Branch Banking management.

* Analyze call center data and delivers reports for upper management.

Position Requirements:

* Excellent customer service.

* Demonstrated, excellent interpersonal, problem-solving and leadership skills.

* The ability to coach others and to motivate a team.

* Track record of significant success in call center management and customer satisfaction and retention.

* In-depth knowledge of all banking products and services, policies, and procedures and related regulations including reporting and audit requirements.

* Demonstrated ability to make departmental decisions regarding a variety of banking activities.

* Computer skills including word processing, spreadsheets, Internet usage, e-mailing, bank systems and phone systems.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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