Customer Solutions Center Manager

Customer Solution Center (CSC) Manager is responsible for hiring, training, coaching and leading Customer Solutions Representatives (Digital Bankers) as they provide support across multiple communication channels to Bank customers and prospects. The Customer Solution Center Manager will supervise daily operations and employees aiming for the best possible customer service with maximum efficiency. The manager will ensure that technology is implemented and utilized in a manner to maximize cost effectiveness and efficiency of staff.

The Customer Solution Center Manager will drive the transformation of community banking services in Chicagoland and Northwest Indiana. Leveraging their knowledge of banking and ability to collaborate with cross-functional teams, the CSC Manager will propel Peoples Bank customer service to a new level. The manager will understand and influence bank processing systems and related applications to maximize customer service effectiveness.

DUTIES AND RESPONSIBILITIES

• Responsible for the day-to-day operations to include taking customer calls, providing single-stop solutions, as well as completing assigned tasks of the Customer Solution Center. Understanding and oversight of compliance to include the Bank Secrecy Act (BSA) requirements and the Bank's BSA Policy, Reg CC and CRA.
• Hire, coach, and provide training to representatives to meet high level customer service standards.
• Complete formal performance evaluation and recommend salary adjustments. Coach and develop employees while managing employee issues relative to performance and behavior. Evaluate performance with key metrics (volume, accuracy, call-waiting time etc.)
• Collect and analyze call-center statistics.
• Prepare reports for various Bank departments and upper management.
• Oversee the configuration and implementation of call center software optimizing available technology. Ensures proper use of existing and new operating systems.
• Leverage all resources and capabilities to humanize the digital experience and drive a high level of customer service.
• Ensure proper staff coverage for customer volume. Create escalation paths to meet Service Level Agreement (SLA) targets.
• Establish processes that enable a feedback loop from all Bank departments to CSC Representatives.
• Manage day to day CSC operations, issue resolution and staff development.
• May include evening and weekend work.
• Performs other duties as assigned.

Relationships and Contacts

• Will report to Retail Banking Group Leader
• Will interact appropriately with officers, department managers and Bank employees in effort to accomplish duties, achieve goals of the Bank, and maintain good internal relationships.
• May have contact with customers and public that will be conducted in a manner to enhance overall marketing effort of the Bank.

QUALIFICATIONS

• Excellent organizational, leadership and critical thinking skills with problem-solving ability.
• Proficient in MS Office and call center equipment/software programs required. Familiarity with Salesforce a plus.
• Knowledge of performance evaluation and customer service metrics is necessary.

EDUCATION and/or EXPERIENCE

• Bachelor's degree preferred.
• Minimum five years banking center experience required.
• Minimum five years of experience as call Center Manager or similar position providing indirect customer service. Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus.

LANGUAGE/INTERPERSONAL SKILLS

Think strategically with strong organization and communication skills. Perform as a team player with strong interpersonal skills who can interact effectively with staff and management across all departments.

COGNITIVE ESSENTIAL FUNCTIONS

Ability to read, interpret and comprehend laws and regulations set forth by the Bank's regulatory agencies. Capability to exercise good judgment and communicate effectively to establish credibility and rapport while providing exceptional service. Ability to use and understand the Bank's computer customer information system.

PHYSICAL DEMANDS

• Work involves potential eyestrain from a computer screen.
• Work requires finger dexterity and eye-hand coordination to operate keyboard at a high skill level.

WORK ENVIRONMENT

The noise level in the environment is usually moderate.