Customer Relationship Center Assistant Manager
Job Details
Experienced
Aberdeen Admin - Aberdeen, WA
Full Time
High School
Day
Banking
Description

SUMMARY:  Responsible for co-managing and leading the Customer Relationship Center by providing customers with a WOW virtual branch experience. This role will be part of the initial contact team for customer’s inquiries which includes interest in our products and services, assisting with consumer digital products, lending questions and help to provide solutions for any customer concerns.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

  • Adheres to 1st Security Bank’s Core Values, policies and procedures
  • Provides leadership, training and supervision to employees by scheduling documented coaching sessions with each team member
  • Leads by example by demonstrating excellent customer service skills
  • Ensures excellent customer service skills are practiced by all the team members
  • Ability to listen to customers to gain a better understanding (identify) of their concerns or needs and offer possible solutions to deepen their relationship
  • Ability to cross sell products and services and provide referrals across business lines
  • Proficient at understanding policies, procedures and evaluating risk
  • Ability to monitor calls, provide feedback and cross train
  • Committed to accuracy and professional follow through with customers and employees
  • Meets weekly with the department manager to discuss updates on employee status and department opportunities
  • Ensures sufficient coverage to meet customer’s needs
  • Professional oral and written communication skills and follow-up when corresponding with employees and customers
  • Ability to explain, implement, and update processes and procedures including reference materials and training
  • Provides support and supplemental training as needed for individual employees
  • Ability to multitask and prioritize job responsibilities as required while maintaining organization
  • Ability to identify weaknesses in current bank processes to improve operational efficiency and the customer experience
  • Supports management decisions and goals in a positive, professional manner and always represents the bank with a high level of integrity
  • Ability to work with minimal supervision
  • Performs other duties as assigned
Qualifications

 

EDUCATION and/or EXPERIENCE

  • High school diploma or equivalent and at least three years banking experience and/or experience in a financial institution, including one-year supervisory experience.
  • Thorough knowledge of all regulations.
  • Knowledge of the Bank Secrecy Act and Anti-Money Laundering policies, procedures and related programs.
  • Must be bondable.

 

COMPUTER SKILLS

To perform this job successfully, an individual should be proficient in Microsoft Office Products and have the ability to learn other programs.

 

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

  • The employee will operate in a general office environment, using office equipment such as a phone and a computer. 
  • The noise level in the work environment is usually quiet to moderate as compared to a private office with light foot traffic and office equipment.  The employee must be able and willing and able to interact frequently with the general public. 
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