Customer Service Center Manager

Found in: Talent US C2 - 2 weeks ago

Ames, United States First National Bank Full time

Major Function:

Oversees the Customer Service Center including supervision of Customer Service Center team. Individual in this position must thoroughly understand all the Bank's products and services to determine which best meet the customer's financial needs.

Essential Duties:

  • Drives growth and professional development of the Customer Service Center team. Establishes clear expectations and holds team members accountable.
  • Ensures customer satisfaction and retention through the consistent delivery of the Bank's Customer Service Standards by the Customer Service Center team.
  • Ensures that the Customer Service Center team answers customer questions and resolves problems effectively and completes follow-up within the timeframe committed to the customer.
  • Coaches and mentors the Customer Service Center team to help attract, retain and expand customer relationships.
  • Supervises Video Banking, including: oversees processes and procedures, scheduling and the customer experience.
  • Hires employees, manages work schedules, determines salary increases, recommends promotions, manage performance improvement, prepares performance appraisals and handles disciplinary actions.
  • Trains and oversees the onboarding of new employees and provides ongoing training to the Customer Service Center team.
  • Monitors Customer Service Center user activity and makes enhancements that drives innovation and continuous process improvement.
  • Manages incoming customer emails via website and online banking to ensure inquiries have been addressed.
  • Demonstrates proficiency in transactional tasks and assists with Customer Service Center duties as needed, including but not limited to:
    • Answering inquiries regarding deposit and loan services and products; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other requests concerning Bank products and services.
    • Processing requests for funds transfer, stop payment, check orders, change of address, research and discrepancies correction, statement reprint, change orders, and other requests from customers.
  • Effectively uses computer systems for accessing customer account information, troubleshooting, gathering and tracking information and accurately recording transactions.
  • Ensures the Q&A resource and Employee Directory on the Intranet is updated.
  • Prepares monthly Customer Service Center and Video Banking activity reports and analyzes traffic trends to assist with staffing level decisions.
  • Assists other employees, departments and branches to promote teamwork and excellent communication.
  • Other duties as assigned.

Requirements:

Education & Experience

  • Associates Degree preferred.
  • Call center experience preferred.
  • Supervisory experience preferred.
  • Banking experience a plus.

Knowledge, Skills & Abilities

  • Basic computer literacy, with knowledge of computer software (i.e. Microsoft Windows Operating System and Office applications).
  • Well organized, accurate and detail oriented.
  • Demonstrated history of providing exceptional service in a client-facing or call center environment.
  • Exceptional customer service skills, professional telephone etiquette, and strong written and verbal communication skills.
  • Ability to resolve problems and effectively deal with challenging customer and/or employee situations.
  • Ability to coach, mentor and lead a team of employees.
  • Ability to work independently or in team environment.
  • Ability to work under pressure and multi-task.
  • High level of dependability.

Reporting to this position: 4-5 Direct Reports

Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Physical demands: While performing the duties of this job, the employee is frequently required to sit. The employees will constantly use and talk on the telephone and use a computer and other office equipment.
  • Work environment: While performing the duties of this job, the employee is constantly located inside an office building.

Hours may vary but are typically between 7:30 a.m. and 5:30 p.m. Monday through Friday and rotating Saturday mornings.

  • Customer Service Center Manager

    2 weeks ago

    Ames, United States First National Bank Full time

    Job DescriptionJob DescriptionMajor Function:Oversees the Customer Service Center including supervision of Customer Service Center team. Individual in this position must thoroughly understand all the Bank's products and services to determine which best meet the customer's financial needs.Essential Duties:Drives growth and professional development of...

  • Interactive Customer Service Center Representative

    7 days ago

    Ames, United States First National Bank of Ames Full time

    * 13-Jan-2022 to Until Filled (CST) * Customer Service * Ames, IA, USA * Full Time *Health, Dental, Vision. Life Insurance, 401K with employer match, Short & Long term disability, Accrue 3 weeks PTO first year, Bank Performance Award* **Major Function:** Provides optimal customer service in a timely, accurate manner through various service delivery...

  • Guest Service Representative

    1 hour ago

    Ames, United States Gateway Hotel & Conference Center Full time

    Job DescriptionJob DescriptionJob Purpose: Ensure efficient and smooth operations for excellent guest satisfaction. Respond in a professional and courteous manner to guests by providing accurate and timely information and services.Essential Duties & ResponsibilitiesAlways greet guests in a friendly and professional mannerPerform accurate check-in and...

  • Banquet Server

    1 week ago

    Ames, United States Gateway Hotel & Conference Center Full time

    Job DescriptionJob DescriptionJob Purpose: Responsible for accommodating all guests of Conference Center function while circling assigned room and executing assigned event per Banquet Event Order. To enthusiastically deliver first-class service and hospitality that exceeds guest expectations. Consistently delivering GATE, from when the first guest arrives to...

  • Customer Support Representative

    7 days ago

    Ames, United States GlobalVetLINK L.C Full time

    This is a full-time position with shifts scheduled Tuesday-Friday 11am-7pm CT and Saturday 9am-5pm CT. The starting rate for this position is $18.00 per hour and offers medical, dental, vision, a 401(k) match as well as holiday and paid time off. Job Summary The Customer Support Representative will ensure customers receive the highest level of customer...

  • Customer Support Representative

    7 days ago

    Ames, United States GlobalVetLINK Full time

    Job DescriptionJob DescriptionSalary: This is a full-time position with shifts scheduled Tuesday-Friday 11am-7pm CT and Saturday 9am-5pm CT.  The starting rate for this position is $18.00 per hour and offers medical, dental, vision, a 401(k) match as well as holiday and paid time off.   Job SummaryThe Customer Support Representative will ensure customers...

  • Customer Support Representative

    1 week ago

    Ames, United States GlobalVetLINK Full time

    Job DescriptionJob DescriptionSalary: This is a full-time position with shifts scheduled Tuesday-Friday 11am-7pm CT and Saturday 9am-5pm CT.  The starting rate for this position is $18.00 per hour and offers medical, dental, vision, a 401(k) match as well as holiday and paid time off.   Job SummaryThe Customer Support Representative will ensure customers...

  • Senior Preconstruction Estimator

    7 days ago

    Ames, United States Turner & Townsend Full time

    Job DescriptionJob DescriptionCompany Description From the inception of a project through to completion and beyond, Turner & Townsend help to deliver the outcomes that matter through transformational programs covering the full spectrum of consultancy, project delivery and post-project operations.With offices located globally, you're never far away from...

  • Veterinary Assistant

    21 hours ago

    Ames, United States Pet Medical Center of Ames Full time

    Job DescriptionJob Description Full-Time Veterinary AssistantIf you want to work for a newly renovated vet clinic with Fun owners and Awesome people - then look no further!Pet Medical Center is looking for a full time Veterinary Assistant to join our team. Ideal candidate has strong customer service skills, organizational skills and great with time...

  • Territory Sales Manager

    2 days ago

    Ames, United States CareerBuilder Full time

    Position Summary & Purpose: Calcium Products pelletizes pure and effective calcium-based fertilizers that help maximize soil productivity, resulting in aesthetically pleasing and durable turfgrass. We are a growing company and are looking to expand our sales team to support current and future sales growth. Building strong and long-lasting relationships with...

  • Account Manager

    1 week ago

    Ames, United States Glass America Full time

    Account Manager / Outside Sales page is loaded Account Manager / Outside Sales Apply locations Ames, Iowa Ankeny, Iowa time type Full time posted on Posted 3 Days Ago job requisition id R031806 Company: Glass America Ames, Iowa We put our team members first. You’ll receive a great salary and benefits, and experience the support and opportunity you deserve....

  • Purchasing Manager

    7 days ago

    Ames, United States Palmer Group Full time

    Job DescriptionJob Description We are assisting our client with their search for a Purchasing Manager . This individual will be responsible for identifying the needs for goods and services throughout the organization. Offering a small family-feel culture, with support all around, this is a wonderful opportunity to join a company where you'll matter. If you...

  • Purchasing Manager

    6 days ago

    Ames, United States CareerBuilder Full time

    Job DescriptionJob Description We are assisting our client with their search for a Purchasing Manager . This individual will be responsible for identifying the needs for goods and services throughout the organization. Offering a small family-feel culture, with support all around, this is a wonderful opportunity to join a company where you'll matter. If you...

  • Branch Manager

    7 days ago

    Ames, United States BNP Paribas Group Full time

    We are looking for **Branch Manager - Ames Branch - Ames, IA** **Location** At Bank of the West, our people are having a positive impact on the world. Were investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From...

  • Account Manager

    1 week ago

    Ames, United States Boyd Group Services Full time

    Company: Glass America IA Pleasant Hill - 128004 We put our team members first. You'll receive a great salary and benefits, and experience the support and opportunity you deserve. You're empowered to make decisions. You control your future. Job Description Glass America Account Manager Greater Des Moines Area At Glass America, we are creating a culture that...

  • Refrigeration Maintenance Manager

    1 week ago

    Ames, United States Palmer Group Full time

    Job DescriptionJob DescriptionOur client is a leading cold and dry storage warehouse facility located in Central Iowa, specializing in the storage and distribution of temperature-sensitive goods. With a commitment to excellence, advancement and growth, our client is seeking a highly skilled and experienced Refrigeration Maintenance Manager to join their...

  • Office Manager

    Found in: Lensa US P 2 C2 - 1 week ago

    Ames, United States Global Reach Full time

    Global Reach is seeking an individual with Accounting and Bookkeeping experience that loves interacting directly with customers and is dedicated to providing exceptional customer service. Requirements Experience with QuickBooks and/or accounting software Exceptional organizational skills Self-motivated and have an eye for detail Strong interpersonal...

  • Team Manager

    Found in: Appcast US C2 - 2 weeks ago

    Ames, United States Dunhams Sports Full time

    NEW LOCATION LOVE TO TALK SPORTS? Dunham’s Sports, one of the largest full-line sporting goods chains in the U.S., was founded in 1937 as Dunham’s Bait & Tackle. Today we have over 240 stores in over 21 Midwest states from Maryland to Wyoming. We are looking for smiling, enthusiastic individuals with knowledge of sporting goods,...

  • Project Manager

    5 days ago

    Ames, United States Compu-Vision Consulting Full time

    Role: PM Location: Ames, IO-Need to visit client office on need basis Contract Duration: 6-12 MonthsJob Description: Develop a project plan with key milestones, dates, responsible teams/owners, key deliverables, and define the scope of the project Monitor project status to ensure the project remains on schedule and on/under budget Manage and troubleshoot...

  • Project Manager

    7 days ago

    Ames, United States Compu-Vision Consulting Full time

    Role: PM Location: Ames, IO-Need to visit client office on need basis Contract Duration: 6-12 Months Job Description: Develop a project plan with key milestones, dates, responsible teams/owners, key deliverables, and define the scope of the project Monitor project status to ensure the project remains on schedule and on/under budget Manage and troubleshoot...