Customer Support Operations Manager

2 weeks ago


Garden City, Michigan, United States Apple Bank Full time
Position Overview

The Customer Service Supervisor is responsible for managing the daily operations of the Digital Branch's Customer Service Representatives (CSRs) at Apple Bank. This role focuses on delivering outstanding customer service while ensuring compliance with the bank's onboarding procedures and operational policies. The Supervisor will provide training, delegate tasks, and oversee the performance of the CSR team, ensuring that all activities align with the bank's standards.

Key Responsibilities

  • Supervise the performance of Customer Service Representatives, ensuring adherence to internal policies and procedures.
  • Assign daily tasks, prepare work schedules, and maintain departmental records.
  • Train and mentor staff, assisting in performance evaluations and professional development.
  • Act as a primary contact for resolving client issues and inquiries.
  • Support the branch's daily operations, ensuring efficient transaction processing and accurate record-keeping.
  • Guide customers in opening new accounts by explaining suitable products and services, while gathering necessary information for processing.
  • Refer clients to licensed representatives when appropriate.
  • Utilize electronic financial systems to address account-related questions.
  • Conduct regular meetings focused on sales, service, and product knowledge.
  • Ensure compliance with regulatory and security policies, maintaining the bank's Code of Conduct.
  • Implement operational controls to safeguard client and bank assets.
  • Enhance professional knowledge through workshops and training sessions.
  • Perform additional duties as required.

Qualifications

  • High School Diploma or GED is required; a Bachelor's degree is preferred.
  • A minimum of 5 years of experience in a Senior CSR or New Accounts Representative role, with demonstrated leadership capabilities.
  • At least 1 year of supervisory experience is essential.
  • Proven ability to leverage financial products and services effectively.
  • Strong technical skills with proficiency in banking software and Microsoft Office applications.
  • Exceptional customer service skills and the ability to communicate effectively with both employees and clients.
  • Excellent verbal and written communication skills.
  • In-depth knowledge of interest calculations and new account operations, including regulatory requirements.
  • Familiarity with the bank's rules and regulations governing accounts and services.
  • Ability to exercise sound judgment and discretion with confidential information.
  • Strong analytical and problem-solving skills.
  • Willingness to work flexible hours as needed.

Apple Bank is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace.



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