Assistant Manager

4 weeks ago

Dedham, United States Dedham Savings Full time
Job DescriptionJob DescriptionDescription:

At Dedham Savings, we believe that being here for the journey means supporting our clients every day in a friendly and professional manner every day. While our employees are committed to helping our clients, we are committed to our employees. After all, we wouldn’t have made it 192 years without them To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Dependent Care, Child Care Subsidy, Retirement, Life Insurance and many other benefits.

PURPOSE

The Assistant Manager – Contact Center will serve as the Bank’s first line of quality customer service for all internal and external calls. The Assistant Manager – Contact Center will lead the team in all aspects of service, day-to-day operations, and cross-selling. Responsible for supporting a team that focuses on delivering an outstanding customer experience. Assist agents to achieve established goals, prioritize assignments, delegate tasks, and ensure the department is sufficiently staffed and running smoothly and efficiently. Work closely with the Management team to collaborate on new processes and test/implement new Digital products.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage a team of Call Center employees, including overseeing training for all employees.
  • Manage day-to-day operations of the call center.
  • Provide a full range of customer service-oriented activities through a variety of channels including telephone, email, and live chat and through the Bank’s Internet banking solution.
  • Provide support to Bank personnel; respond to inquiries of a specific or general nature.
  • Assist call center employees with resolving issues through escalation management.
  • Manage administrative tasks such as forecasting for adequate staffing levels & time management.
  • Write, maintain, and update all procedures; Provide service and support for requests including consumer and business deposit inquiries, online and mobile banking, stop payments, debit card disputes, card maintenance, and research requests.
  • Maintain a thorough knowledge of bank products and services and be able to provide service on all Bank products, services, and procedures.
  • Perform administrative tasks when the Contact Center Officer is not available.
  • Direct and assist customers with onboarding via the online account opening process.
  • Assist customers with various technical issues with online and mobile account access.
  • Ensure compliance with all bank’s internal policies and procedures and federal and state regulations.
  • Resolve customer concerns, issues, and account discrepancies within given authority; research and explore answers and alternative solutions; reconcile accounts; enter corrections; reverse. customer fees or charges with the concurrence of Bank management; escalating unresolved problems.
  • Compile Call data & Analytics for Senior Management.
  • Handle complaints and other customer requests.
  • Handle complex calls and account takeovers.
  • Prioritize assignments, delegate tasks, and ensure the call center is running smoothly and efficiently.
  • Promote various marketing campaigns; explain features and benefits; identify and act upon potential cross-sell or referral opportunities.
  • Adhere to the Bank’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
Requirements:

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

  • Proficient with Digital Banking technologies; mobile banking, mobile deposit, and online banking capabilities.
  • Ability and desire to multi-task, prioritize, meet deadlines, and work in a fast-paced environment.
  • Proficient with Microsoft Office including Outlook, Word, Excel, and Access.
  • Excellent written, oral, and interpersonal skills.
  • Strong decision-making & leadership skills, detail oriented.
  • Able to work efficiently, independently, and in a team environment.
  • Demonstrated initiative and resourcefulness.
  • Familiarity with general banking regulations; ACH Rules & Regulation E knowledge.


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.


While performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to stand, walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.


Work Environment

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.

Dedham Savings is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.

Dedham Savings strives to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Dedham Savings and the communities we support.


EOE/F/M/Vet/Disabled


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