Customer Service Office Mgr
First Financial Corporation - Terre Haute, IN

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This position manages Customer Service and Training of office employees. This position will also supervise the CSR’s and support staff within Commercial lines department .

Typical Job Entry Requirements
(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.) · Property and Casualty Agent’s License would be desirable.
· Management and Training experience preferred.
· Minimum five years experience in agency customer service is desirable.
· Must be a highly motivated person, with a good attitude, good verbal skills, and willing to listen. Someone who has a good understanding of how the office effectively operates.
· Some college or service experience
Primary Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Management Responsibilities
· Assume direct responsibility for Commercial Lines department work flows, procedures, and quality.
· Responsible for establishing and maintaining performance matrix of direct reports for Commercial Lines Account Managers, Secretaries, Scanning Tech, and Receptionist.
· Responsible for training new direct report employees.
· Responsible for annual performance reviews of direct employees.
· Run appropriate reports and queries in Agency Management system.
· Interview candidates for Commercial Lines positions or as requested by CEO.
· Assist with hiring, termination and disciplines issues.
Administrative Responsibilities
· Make sure performance evaluations and salary adjustments are done in a timely fashion as directed by the CEO.
· Work with CEO in revising and updating FSI job descriptions for review and approval by FFC Human Resources.
· Make sure all new hires are properly trained by providing a training plan to each new employee as provided by their department manager.
· Work with Department Manager on employee discipline.
· Be responsible for FSI customer service and continuous improvement efforts
· Assume leadership role for employee development and morale.
· Perform other administrative duties as required by the CEO and Management Team
· Responsible for tracking all departments Continuing Education courses and credits.
Competency/Skill Level
(The behaviors, knowledge, and motivations important to success in the job.)
· Written and Oral Communication skills
· Analytical ability
· Initiative
· Customer Service Orientation
· Problem Assessment and Troubleshooting skills
· Teamwork
· Practical Learning skills
· Attention to Detail/Organization skills
Key Behaviors · Telephone Etiquette
· Services Internal/External Customer Requests/Inquiries
· Completes Required Documentation
· Personal Development
Bank Secrecy Act · Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations
· To be able to fulfill applicable requirements and responsibilities under the bank’s related policies and programs.
Critical Job Elements
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
· Generally good working environment with little exposure to noise, extreme temperatures or other adverse factors.
· Average physical effort required. Ability to lift 50 pounds.
· Regularly required to talk and hear. Frequently required to stand, walk, sit, use hands to finger, handle or feel objects, work tools or equipment, and reach with hands and arms. Vision abilities include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
· Average amount of pressure to work efficiently and accurately.
· Average mental effort consisting of normal levels of concentration, memory, complexity of decision making, time pressure, analytical thinking.

First Financial Corporation - 20 months ago - save job - block
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