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2 days old
2017-11-162017-12-16

Customer Service Assistant Manager

Norman, OK
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  • Job Code
    594
Careers - First Fidelity Bank N.A.

Customer Service Assistant Manager

Location: Downtown Norman
Department: Customer Service
Specific Hours: 9:30am to 7:10pm Mon,Tue, Wed, Fri and 7:50am to 1:10pm Saturday (off Thursday)
Avg. Hours (Per week): 40
# of openings: 1
Type: Full-Time
FLSA Status: Exempt
Travel: None

Description

At First Fidelity Bank, we are looking for talented, enthusiastic team members with a passion for service excellence. Our employees are critical to our overall success. We invest in our employees by providing excellent training and development, as well as advancement opportunities. We offer our employees a family environment, great benefits, competitive pay and paid time off for work/life balance. We are dedicated to giving back to the communities we serve, and we encourage our employees to participate in charitable giving and volunteer opportunities. One of our Core Values is to provide a caring place to work where people truly enjoy coming to work each day. Colleagues of First Fidelity Bank take pride in working here, make lasting friendships and have fun!

SUMMARY

Supervises a call center team as assigned.  Works a flexible schedule within the stated department hours.  Provides consistent coaching for improving performance for team members on a regular basis.  Responsibility for taking escalated calls and independent decision making.   Has the responsibility for debit card raises through limits of authority or by contacting another CS Manager.  Responsibility for security measures for office building 104 at closing of building each evening, along with opening and closing building each Saturday.  Assumes management responsibilities for the department in the absences of the other CS Managers.  Collects and analyzes data resulting in problem solving and client solutions.  Develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services.  Demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, and patience.  Excellent telephone communication skills allow colleague to present themselves as skilled professionals who put the client at the center of every interaction.  Manages the team for effective sales of new accounts and consumer loans.  Services the Bank’s consumer and commercial clients with an excellent knowledge of all bank products including treasury services.  Serves as a help desk resource and decision maker for retail branches in the absence of retail management.   

PRIMARY DUTIES/RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

  • Provides prompt, courteous, and accurate service to bank clients via the telephone
  • Excellent knowledge of all bank products and services
  • Recognizes client needs and matches them with appropriate products through sales or referrals
  • Demonstrates sound coaching skills through setting expectations, providing feedback, and evaluating performance of team members
  • Adjusts to multiple demands and shifting priorities
  • Listens to recorded calls for accuracy and coaching opportunity, if needed
  • Repairs client relationships through confident and professional handling of escalated calls
  • Fosters teamwork through fair and consistent treatment of all team members
  • Ensures performance reviews are completed and delivered by the stated deadline
  • In conjunction with supervisor, recommends employee salary adjustments within the bank’s salary improvement program
  • Participates in interviews with job applicants and recommends candidates for job placement
  • Prepares materials and assists in the planning of departmental meetings
  • Ensures compliance with bank policies and procedures
  • Complies with and ensures team complies with all laws and  regulatory requirements, with emphasis on information security, and appropriate documentation and reporting are completed
  • Ensures equipment is operating and serviced at acceptable standards and makes recommendations for equipment needs to supervisor
  • Assumes management responsibilities of the office location in the absence of other managers
  • Actively seeks process improvement and makes recommendations to supervisor
  • Sets a positive example in all areas
  • Performs other relevant duties as assigned

QUALIFICATIONS

EXPERIENCE REQUIREMENTS:

  • High School degree or equivalent required
  • At least one  year previous banking and/or customer service call center experience required
  • At least two years previous supervisory experience preferred

EDUCATION REQUIREMENTS:

  • College degree or equivalent banking or call center experience required

OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):

  • Strong organizational skills that enable multiple tasks to be balanced
  • Effective communication skills, both verbally and written
  • Ability to consistently handle a large volume of calls
  • Independent decision making with defined guidelines
  • Adapts quickly to change and remains flexible
  • Ability to stay calm and professional under pressure and to calm team members or clients with the situation warrants
  • Ability to generate and maintain strong team morale
  • Service oriented with professional attitude and excellent telephone personality
  • Enjoys a fast paced, changing environment
  • Adjusts to multiple demands and shifting priorities

ADDITIONAL INFORMATION

SUPERVISORY RESPONSIBILITY: Yes

PHYSICAL REQUIREMENTS:

While performing the duties of this Job, the employee is required to:

  • Work in a normal office environment.
  • Constantly talk or hear.
  • Constantly sit for long durations.
  • Frequently use hands to finger, handle, feel, push and pull.
  • Frequently handle repetitive motion (sustained movements of the wrists, hands and/or fingers). 
  • Frequently stand, walk and reach with hands and arms.
  • Occasionally climb, balance, stoop, kneel, crouch, or crawl.
  • Frequently lift and/or move up to 20 pounds, and occasionally up to 50 pounds.
  • Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

AA/EOE M/F/D/V MEMBER FDIC




Categories

  • Customer Service

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Customer Service Assistant Manager

First Fidelity Bank
Norman, OK

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Customer Service Assistant Manager

First Fidelity Bank
Norman, Ok

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