JOB SUMMARY:Manage and oversee a team of call center agents to ensure the smooth operation of the call center. Assisting agents with the same quality care and understanding we would provide to our customers. Providing a balanced, positive work environment to be available forthe agents and completing the tasks at hand. Leading by example, holding yourself to a higher standard, and exhibiting the customer service core values and standards. RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Training and motivating the team.
- Assist with taking agents' calls if they can't handle the workload.
- Maintain an acceptable knowledge level of Bank products and compliance issues.
- Provide product/service information by answering questions and offering assistance.
- Be willing and able to learn all back office job functions in the CSC.
- Oversee agents' performance, provide guidance and support, identify development needs, and manage the reciprocal relationship between staff and the bank so that each is successful.
- Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments.
- Maintains confidentiality; listens to others without interrupting; keeps emotions under control.
- Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.
- Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
- Other duties may be assigned.
REQUIRED KNOWLEDGE SKILL AND ABILITY: To perform the job successfully, an individual should demonstrate the following competencies:
- Excellent customer service skills, attentiveness, information retention, tact, and diplomacy in dealing with both customers and employees.
- Mathematical skills.
- Strong communication & organizational skills.
- Detail-oriented, with a high degree of accuracy.
- Competence with computers, telephone, 10-key calculator, other office machinery, Word, and Excel.
- Ability to work in a fast-paced environment & under pressure as needed.
WORK ENVIRONMENT: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, filing cabinets, and fax machines. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.PHYSICAL DEMANDS: 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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is frequently required to stand; use hands to handle or feel; reach with hands and arms and talk or hear. The employee is occasionally required to walk and sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.EDUCATION AND EXPERIENCE:High school diploma or GED equivalent required. Two (2) or more years of experience in bank operations, new accounts, or credit assistant/loan positions.Bank of the Sierra is proud to be an equal opportunity workplace and is an affirmative action employer committed to equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.