Customer Service Manager
Long Island City
This position is responsible for overall management of the customer experience and profitability, including direct supervision and development of the customer service staff and all operational aspects of the branch. Accountable for all aspects of daily, monthly and quarterly referral and operational goals. Manages overall expense budget and monitors adherence to all bank policies and procedures to maximize profitability.
Responsible for hiring, performance improvement plans and reviews, promotions, salary recommendations and terminations of their direct reports.
Coaches, trains and motivates staff to maximize their potential and improve retention.
Analyzes performance levels and implements effective solutions for improvement and manages customer service team to maximize profitability.
Champions delivery of the ultimate customer experience throughout the branch.
Responsible for service levels, product awareness and referral activity generated by Customer Service staff.
Manages the daily operations of the individual branch’s staff ensuring compliance with bank policies/procedures and/or banking regulations through utilization of branch technologies and systems to maximize profitability.
Oversees and coordinates operations activities including cash, supplies, inventory and daily balancing.
Monitors Customer Service Associate differences and transaction records.
Provides guidance in complex transaction situations while fostering innovative problem solving.
Coaches, counsels, trains and develops current and new staff members to increase efficiency and enhance productivity.
This includes on-the-job training and formal in-house training modules.
Foster teamwork in branch through collaboration with FSM.
College degree or equivalent work experience required.
3-5 years relevant work experience preferred.
Extremely detail oriented with the proven ability to handle confidential and sensitive information.
Exceptional written, verbal and presentation skills are necessary to effectively convey goals and initiatives to staff and management.
In depth understanding of bankwide products, services and operations processes.
Excellent analytical and problem solving skills are needed, using a wide range of information and perspective to identify current conditions and needs.
Ability to inform, educate and motivate employees to support corporate goals and objectives.
Applies flexibility to adjust staffing talent and technical needs to support the changing market needs of the business market.
People's United Bank - 2 years ago
People's United Financial is the holding company for People's United Bank (formerly People's Bank), which was founded in...