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Customer Support Operations Manager

2 months ago

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

The Customer Service Supervisor for the Digital Branch plays a crucial role in managing the daily operations of the Customer Service Representatives (CSRs) at Apple Bank. This position is responsible for ensuring that exceptional customer service is delivered while adhering to the bank's onboarding procedures for new account reviews. The supervisor will oversee the performance of CSRs, ensuring compliance with internal policies and procedures.

Key Responsibilities

  • Supervise and evaluate the performance of Customer Service Representatives, ensuring transactions are processed accurately and efficiently.
  • Assign daily tasks, create work schedules, and maintain departmental records.
  • Provide training, motivation, and support to staff; assist in conducting performance evaluations.
  • Guide newly hired CSRs by sharing knowledge about the bank's products and services.
  • Act as a point of contact for resolving client issues and inquiries.
  • Support the branch's daily operations, ensuring timely completion of transactions while maintaining accurate records.
  • Assist customers in understanding the process of opening new accounts, providing information on suitable products and services.
  • Direct customers to licensed representatives when necessary.
  • 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, adhering to the bank's Code of Conduct.
  • Maintain operational controls to safeguard client and bank assets.
  • Enhance professional knowledge through educational 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 in banking or retail operations.
  • At least 1 year of supervisory experience is mandatory.
  • Proven ability to leverage financial products and services to benefit clients.
  • Strong technical skills and experience with banking software and systems.
  • Proficiency in Microsoft Word and Excel is essential.
  • Excellent customer relations skills with the ability to communicate effectively with both employees and customers.
  • Strong interpersonal and communication skills, both verbal and written.
  • Comprehensive understanding of interest calculations for dividend adjustments.
  • Advanced knowledge of new account operations, including regulatory requirements.
  • Thorough knowledge of the bank's policies and regulations regarding accounts and services.
  • Demonstrated sound judgment and discretion in handling confidential information.
  • Strong analytical abilities and problem-solving skills.
  • Willingness to work flexible hours, including weekends, as needed.

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