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Customer Solutions Center Manager
1 month ago
The AVP, Customer Solutions Center Manager oversees the day-to-day operations of the call center, ensuring exceptional customer service delivery in line with the bank's service standards.
Responsibilities include coaching and developing staff, setting departmental standards, and driving key performance metrics. The AVP, CSC Manager also handles first-level customer escalations, ensuring timely and effective resolutions.
Key Responsibilities:
- Oversee the overall performance of the CSC in areas of performance metrics, quality, and customer satisfaction.
- Communicate changes to policies and procedures to staff.
- Support the CSC Department by taking calls during peak times to minimize wait times.
- Perform on-the-spot coaching and feedback to representatives to increase service quality.
- Develop and maintain solid relationships with key stakeholders.
Requirements:
- A.S. degree and 5-7 years of related experience or 10 years of experience in a banking call center environment.
- Thorough understanding of Bank products and services.
Salary Range: $75,000 - $95,000 per year
Rhinebeck Bank is an Equal Opportunity / Affirmative Action Employer, committed to diversity and inclusion.
