Customer Contact Center Assistant Branch Manager

Position Purpose: The Customer Contact Center Assistant Branch Manager is responsible for the management support of Bank of Clarke's digital branch. Assists new and existing customers through need-based conversations and provides appropriate solutions to meet their needs. Partners with multiple lines of business to help cross-sell products and services. Fosters a positive work environment and ensures overall excellent customer experience calling into the Customer Contact Center.

What you'll do:

• Collaborate with sales management and revenue generation within the digital branch. Specifically, the achievement of branch key performance indicators.
• Lead or assist with departmental and/or organizational projects.
• Provides guidance and training to branch personnel on policies, procedures, operative issues, exceptions, and adjustments.
• Demonstrates product and sales knowledge of all products and services of the Bank related to daily job functions.
• Manage difficult situations with customers and provide them with resolutions, information, or other options. Ensures timely and proper response to reasonable requests, trying to resolve during the initial call.
• Ensures audit controls are followed to protect the bank from unnecessary risk and exposure.
• Partners with multiple lines of business within Bank of Clarke, including but not limited to Commercial, Cash Management, Wealth Management and Merchant Services to deepen new and existing relationships through qualified referrals.
• Adheres to internal controls, operational procedures, and risk management policies.
• Stays abreast of all changes in policies and procedures to ensure compliance with current guidelines.
• Assist with the hiring, training, and retention of staff when necessary.
• Supervises, coaches, and develops staff regarding service expectations, sales/referral goals, policies, procedures, products, systems, and banking transactions.

Requirements:

Where you'll shine:

• Associates degree or equivalent education or work experience
• Strong knowledge of all bank products and services, regulatory requirements and policies and procedures.
• 3 – 5 years of prior call center experience.
• Excellent analytical and organizational skills.
• Demonstrated leadership qualities and the ability to function independently.
• Ability to take initiative and prioritize tasks, good time management, problem prevention, and problem-solving skills.
• Strong written and oral communications skills; ability to communicate effectively and project a professional image.
• Ability to work accurately with close attention to detail.
• Ability to maintain confidentiality of client information.
• Ability to work with co-workers, clients, and outside agencies professionally and tactfully.

Where we shine:

• Offering a full suite of benefits including medical, life, dental, and vision insurance plus generous paid time off.
• Supporting associates and their families; we embrace the importance of caring for oneself and our families.
• Surrounding ourselves with smart, driven, and diverse individuals.
• Valuing integrity, commitment regarding our daily duties, and the Bank as a whole.
• Supporting local philanthropic, cultural, and artistic initiatives and organizations that our employees' value.
• Devoted to the communities in which we serve as we help those who form the creative backbone of our market's future economy and business value.
• Bank of Clarke is "Great Place to Work" Certified through June 2025.
• "Top Virginia Employer for Interns" award recipient (2023, 2024,2025) through Virginia Talent and Opportunity Partnership (V-TOP.)

Working Conditions:

The individual will be required to be available after normal working hours. Business travel may be necessary to meet with vendors and attend training opportunities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed under the knowledge/skills section are representative of the knowledge, skill set, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

EEO M/F/V/D