Requisition Number 19-0445 Post Date 6/17/2019 Title Manager, Customer Service City Monroe State MI Description
Qualified applicants must be available to work any shift Monday - Friday between 7am and 8pm, and rotating Saturdays between 9am and 3pm.
Position Goals:
Manage the Customer Service department and retail operations for the bank.
Direct Management Received:
Director, Customer Service or Assistant Director, Customer Service, depending on the work location.
Direct Management Exercised:
Customer Service Agent
Team Lead, Customer Service
Assistant Manager, Customer Service
Procedure and Product Training Specialist
Essential Duties and Responsibilities:
•Manage and direct all aspects of the Customer Service department.
•Implement and review all Customer Service department policies and procedures in order to provide a high quality client experience while maintaining appropriate protections for the client and the bank.
•Assist with the development and monitoring of department metrics, goals, key performance indicators and results reporting methods.
•Utilize coaching processes to develop team members and improve the overall performance of the department. Utilize effective employee engagement, motivation and recognition techniques to support high performance and morale.
•Monitor calls for quality purposes via the Quality Assurance monitoring program and measures to assure high quality client experiences, provide coaching, and assure compliance with department policies and procedures.
•Hire and schedule staff to appropriate levels to provide high quality service while meeting the productivity goals for the department.
•Support Retail initiatives as related to the Customer Service department.
•Assist with budget preparation, design and delivery of training programs, and other performance tactics for the Customer Service department.
•Continue to find, suggest, and implement solutions to improve the Customer Service Department.
•Provide guidance, coaching, recognition and motivation to the staff.
Knowledge, Skills and Abilities:
In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Work/Life Balance, Composure & Patience, Drive for Results, Self Development & Knowledge, Dealing with Change, Decision Quality, and Informing.
Competencies:
Managing Talent
•Provides employees with challenging assignments and tasks
•Establishes clear directions and performance expectations with employees
•Provides current, direct, complete and actionable positive and corrective feedback to employees
•Holds frequent performance and development discussions and uses performance management to increase employee performance
•Knows each team member's career and personal goals
•Treats all employees equitably and does not give preferential treatment
•Deals with employee's problems firmly and in a timely manner
•Creates an environment where people will do their best and feel empowered
•Is a people developer and someone people like working for and with
Decision Quality
•Makes good decisions using analysis, experience and judgment
•Most solutions are accurate when judged over time
•Sought out by others at First Merchants for advice and solutions
Working Relationships (Boss Relationships and Peer Relationships)
•Works well in cooperation with others for the benefit of the company
•Receives and carries out instruction in a positive manner
•Responds well to constructive critique from manager and peers
•Remains open to learning and coaching
•Viewed as a team player by being cooperative and collaborative
Building and Motivating Effective Teams
•Blends people into teams when needed
•Creates strong morale and spirit within the team
•Shares wins and successes
•Fosters open dialogue
•Empowers team members to finish and be responsible for their work
•Defines success in terms of the whole team
•Empowers others
•Invites input from each person
•Shares ownership and visibility
•Creates a feeling of belonging in the team
Process Management and Execution
•Good at figuring out the processes necessary to get things done
•Knows how to organize people, tasks and activities into an efficient workflow
•Can simplify complex processes and gets more out of fewer resources
•Knows what to measure and how to measure it
•Can follow the process through to results
Managing and Measuring Work
•Clearly assigns responsibility for tasks and decisions
•Set clear objectives and measures
•Monitors process, progress, and results
•Designs feedback loops into work
Versatile Learner
•Welcomes learning opportunities and remains open to change
•Displays an eagerness and capacity to learn when faced with new situations and problems
•Learns quickly
•Experiments and tries new solutions
•Views new assignments as a learning experience and enjoys the challenge of unfamiliar tasks Location Monroe Downtown Work Hours Full Time Mon-Fri 7a-8p, Sat 9a-3p (rotating) Requirements
Position Requirements:
Education - Associate degree in business, management or related field.
Experience - Four (4) years of experience in a customer service role, with a minimum of two (2) years in a call center or bank/financial services environment.
One (1) year of experience coaching and/or leading others.
Preferred Requirements:
Bachelor's degree in business, management or related field.
Experience in banking or financial services.
Demonstrated... For full info follow application link.
First Merchants Bank is an Equal Opportunity Employer and E-Verify participant (M/F/D/V).
