Assistant Manager, Client Contact Center

Fremont Bank founded in 1964, is one of the oldest independentlyowned banks in the Bay Area and is one of the top rated mid-tier banks in thenation. Voted a Top Workplace for 2022 and for the past twelve consecutive years,Fremont Bank has an immediate opening for an Assistant Manager, Client Contact Center inLivermore, CA.
Position Overview
The Assistant Manager, ClientContact Centeris responsible for hiring, training, management andsupervision of the employees in the Client Contact Center to ensure operationalintegrity, excellent customer service, staff productivity and performance, andthe Contact Center's security. The Assistant Manager implements Bank policies,procedures and security measures to protect the customer and Bank from lossesand assures Contact Center staff adheres to the same policies and procedures.In addition, the Assistant Manager must coach and train the associates to presentproducts and services to the Bankers in the Contact Center, internal partners,and referring new business to the branches to support the bank's strategic planof bank, borrow, and invest.
Role andResponsibilities

• Responsible for day-to-day supervision of Client Contact CenterRepresentatives as well as the Bankers
• Develop team's professional phone skills to maintain and improve theContact Center operations by monitoring system performance
• Provide support and guidance on issues related to incoming calls toidentify and resolve problems in a timely and professional manner
• Monitor and resolve all escalations within the Service Leadersassignment queue and limit number of unnecessary escalations
• Coach and train the team on out bounding calls to follow up on ourclients to deepen the relationships and ensure clients' financial needs are met
• Responsible for developing a successful team to handle clients' issuesover the phone and ensure client service levels are met as required
• Create, train, and coach a successful service and sales team onproducts and services to ensure they are incentive compensation eligible
• Coach and train a successful service and sales team to identifyopportunities over the phone to achieve department's sales goals whileproviding outstanding service to our clients
• Work closely with Mortgage Officers to offer mortgage and home equityline of credit to client
• Assist mortgage loan related clients as needed
• Coach and train a successful service and sales team to identifyopportunities over the phone to achieve department's sales goals whileproviding Six Diamond Experience to our clients
• Identify and resolve strategic issues that affect the overallfunctioning beyond the immediate unit, consult and advise senior leadership
• Assist Manager/Director with direct oversight of the representativesand their processes; provide guidance and transaction approvals within assignedlimits
• Directly manages all operations positions, including Contact CenterRepresentatives, Team Lead, and Operations Supervisor
• Responsible for hiring, training, performance management and annualperformance appraisals for all operations positions
• Maintains professional and technical knowledge by tracking emergingtrends in Contact Center operations management; attending educational workshops;reviewing professional publications; establishing personal networks;benchmarking state-of-the-art practices; participating in professionalsocieties
• Maintain and improve call center operations by monitoring systemperformance
• Direct staff and provide leadership to achieve goals and vision of theorganization and the day-to-day operations
• Assistant Manager must meethis/her own sales goal
• Review and approve new accounts
• Responsible for Branch Scorecard Dashboard
• Responsible for hiring and retaining staff, skills training, careercoaching and professional development, and performance management
• Assist mortgage loan related clients as needed
• Review and file REG E claims
• Subject Matter Expert for our department
• Assume the leadership role to hold the team accountable to the highestlevels of sales and service functions

Minimum Qualifications

• AssociateDegree in business related field or equivalent work experience
• Twoyears of retail banking
• Six yearsof experience in a rapidly growing Contact Center environment with proficiencyin handling escalated client calls
• Requiredtelemarketing and sales experience
• Mustdemonstrate sense of urgency when dealing with all issues
• Must beflexible to work weekend schedule to ensure proper coverage as determined by businessneeds
• Must beavailable to support business remotely outside of regularly scheduled hourswhen needed
• Musthave ability to communicate effectively with diverse consumer base and alllevels of management
• Must bea team player and willing to take on additional responsibilities when necessary
• Strongleadership abilities; able to inspire and coach employees to accomplish strategicgoals and related tasks
• Effectivewritten and verbal communication skills, including professional phone skills
• Abilityto work independently and handle multiple tasks simultaneously
• Effectiveproblem solving skills
• Abilityto organize, prioritize and exercise reasonable judgment to objectivelyevaluate and weigh all information and circumstances
• Shouldconsistently display a positive and professional attitude while providingexcellent client service and support to clients and co-workers
• Seekfeedback and constructive criticism for continued development
• NMLSnumber is required
• Strongworking knowledge of Microsoft Office products; previous experience utilizing aCRM system preferred

Job Location: Livermore, CA
Hiring salary range: $70,277.00 - $87,846.00 annual