Customer Service Center Support Team Manager

4 days ago

Oak Harbor, Washington, United States Heritage Bank Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Center Support Team Manager to join our team at Heritage Bank. As a key member of our customer service team, you will be responsible for overseeing the day-to-day operations of our customer service center, ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Lead and manage the workflow of the customer service center to ensure tasks are allocated appropriately and deadlines are met.
  • Monitor team productivity and ensure customer service is conducted in accordance with Heritage Bank Service Standards.
  • Review call center and operational systems reports to identify areas for improvement and implement process enhancements.
  • Resolve escalated customer questions and concerns in a timely manner, maintaining optimal service center performance.
  • Actively lead and train staff to ensure compliance with regulatory standards, internal operational controls, and operating policies and procedures.
  • Work collaboratively with branch banking and support department management teams to research and resolve cross-department customer issues.
  • Maintain in-depth knowledge of Bank products and services, operational policies and procedures, and retail and service center operations.
  • Participate in and monitor operating and project budgets to achieve results within those budgets.
  • Provide direct reports with proper tools and authority to execute their assigned functions, developing their skills through goal-setting, coaching, and performance management.
Requirements
  • High School diploma or equivalent required; Associate's Degree or higher in Business, Accounting, and/or Finance preferred.
  • 5+ years recent and progressive experience in a role of similar scope and responsibility, with an emphasis on customer service delivery, developing effective processes, and team performance.
  • Call Center Management experience preferred.
  • Equivalent combination of education, training, and management experience may be considered.
  • Excellent communication and interpersonal skills, with the ability to communicate effectively in a variety of settings and formats.
  • Strong leadership and managerial skills, with the ability to motivate and develop a team.
  • Strategic problem-solving and decision-making skills, with the ability to independently make decisions under pressure.
  • Strong analytical reasoning, attention to detail, and organizational skills, with the ability to accurately manage multiple assignments and priorities.
Working Environment

This role will be based in a climate-controlled office environment, requiring regular attendance, punctuality, and adherence to agreed-upon schedule(s). The ability to work a flexible and/or rotating schedule, including Saturdays and/or extended hours, as needed, is also required.

Heritage Bank is an Equal Opportunity Employer. The base salary range represents the minimum, midpoint, and maximum of Heritage Bank's salary range for this position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank's total compensation package for full-time and part-time employees. Depending on position, other total compensation rewards may include monthly, quarterly, or annual incentives, and/or bonuses.

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