What are the responsibilities and job description for the Call Center Assistant Manager position at ChoiceOne Bank?
Description
Call Center Assistant Manager
Non-Exempt - Grade Level 5
Equal Employment Opportunity
CORPORATE VALUES & MISSION
“Provide superior service and high-quality advice and show utmost respect to everyone we meet.”
GENERAL SUMMARY
Is the first assistant to the Manager of the Call Center. The function is to provide world class support and service to our banking customers and internal staff. Interviews applicants for real estate mortgages, consumer loans and approves and or declines loan request in the aforementioned categories, as lending authority allows. Performs a broad variety of customer services such as processing new checking, savings, certificate accounts, opens IRA accounts and cross sales on all products. Is responsible for the overall satisfactory performance of the Call Center operations with respect to policies and procedures. Is required to train, mentor, and make sure the Call Center achieves its overall goals. Takes full charge of the department during Manager’s absence. Call Center Representatives reports to the Call Center Assistant Manager.
REPORTS TO: AVP Call Center Manager
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Is responsible for the overall department referral goals.
- Is responsible for the training and mentoring of all staff members.
- Is responsible for all Call Center duties including monitoring staff on the completion of their duties
- Serve as back up to general loan duties- Interviews applicants and approves loans within lending limits.
- Is responsible for providing backup to E-Service Duties
- Is responsible for proving backup Administration duties to Synapsys
- In absence of the manager, Assistant Call Center Manager will be in charge of the Department.
- Attend Asst. Branch Manager Meetings when scheduled.
- Maintain customer confidentiality at all times
- Additional responsibilities as assigned.
- Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
- Be familiar with and comply with all federal and state banking regulations as applicable.
PHYSICAL DEMANDS & WORK ENVIRONMENT
- Must be able to lift 25lbs
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EXPERIENCE and/or EDUCATION
- High School Diploma or GED
- Minimum of one (1) year bank experience required. Preferably experience in the lending area with some in the bookkeeping or teller area.
- Knowledge of systems and reports for demand, savings and subsystems
- Knowledgeable background of the Bank’s procedures and policies regarding all lending functions is necessary.
- Strong Computer knowledge or willingness to learn those you do not have knowledge of – FiServ Applications, Synapsys, Decision Pro, Cash Management, Remote Merchant Capture, Internet Banking, and Debit cards.
- Minimum of three (3) to five (5) years in banking or equivalent education
- Bachelor's Degree in business-related major or equivalent of two (2) years successful sales experience preferably in financial services