Customer Service Director
2 months ago
Ridgewood is seeking a highly skilled and experienced Customer Service Director to lead our Contact Center team. As a key member of our organization, you will be responsible for managing and leading a team of customer support professionals, setting clear performance expectations and goals for growth.
Key Responsibilities- Team Management: Manage and lead a team of customer support professionals, setting clear performance expectations and goals for growth.
- Department Oversight: Assist the Digital Channels Officer with overseeing the day-to-day execution of the department's contact center, business development and service and support initiatives.
- Cross-Functional Collaboration: Partner with the Retail Banking division to effectively retain and deepen cross-channel deposit relationships.
- Quality Assurance: Oversee staff to ensure adherence to Bank SLAs.
- Leadership and Development: Provide leadership in a Contact Center environment that promotes teamwork, employee respect, empowerment, and open communication.
- Fraud Mitigation: Mitigate fraud by analyzing unusual customer behavior and collaborating with key partners to optimize fraud operation policy and procedures.
- Data Analysis: Gain insights from data by analyzing contact center metrics and KPIs. Lead improvement initiatives to ensure goals are met.
- Recommendations and Implementation: Make recommendations to management based on findings and assist to implement them.
- Policies and Procedures: Ensure adherence to contact center policies, processes, and regulatory requirements.
- Performance Evaluations: Conduct regular performance evaluations, provide coaching and feedback to direct reports, and identify training needs to enhance individual and team performance.
- Customer Experience: Collaborate with other departments to resolve customer inquiries and escalated issues to improve the overall experience of our customers.
- Compliance: Ensure the bank's policies and procedures are being followed by reviewing and approving daily work and reports.
- Industry Knowledge: Stay updated on industry trends, best practices, and emerging technologies related to contact centers.
- Ad-Hoc Support: Supports Contact Center taking inbound calls during high call volume periods.
- Human Resources: Accomplishes performance objectives by recruiting, selecting, training, coaching, counseling, and disciplining employees; administering scheduling and completing payroll; enforcing policy and procedures.
- Special Projects: Participates in special projects/assignments as needed.
- Availability: Must be available to work evenings and weekends as required.
- Experience: Three to five years of contact center management experience.
- Leadership Skills: Proven and demonstrable leadership, management, and motivational skills.
- Technical Knowledge: Working knowledge of contact center technology, including ACD, workforce management, and quality management.
- Regulatory Compliance: Maintain up-to-date knowledge of and adhere to all state and federal regulations that pertain to this position, including but not limited to Bank Secrecy Act, Consumer Privacy, and Fair Lending.
- Adaptability: Must be experienced and comfortable working in a fast-paced environment and able to deal well with change.
- Analytical and Organizational Skills: Strong analytical and organizational skills with an attention to detail and demonstrated ability to multi-task.
- Communication Skills: Demonstrated ability in written and verbal communication and presentation skills, capable of explaining complex subjects in manageable pieces to banking and non-banking staff.
- Project Management Skills: Demonstrated strong project management skills and experience in cross-departmental efforts.
- Education: 4-year college degree preferred.
- Electronic Banking Experience: 3-5 years of experience in Electronic Banking, preferred.
- Software Proficiency: Proficiency in Microsoft Office (Outlook, Excel, Word, and PowerPoint).
- Device Knowledge: Knowledge of mobile and desktop device operating systems.
- Interpersonal Skills: Strong inter-personal, team, and collaboration skills.
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