Call Center Manager

CALL CENTER MANAGER

DEPARTMENT: Operations

CLASSIFICATION: Exempt

REPORTS TO: VP, Assistant Operation and Physical Security Officer
SUPERVISES: Call Center Staff

POSITION SUMMARY:

This position administers management to the First Farmers Bank & Trust call center. Supervising the call center staff and providing input on different committees as needed throughout the year is required. This position may assist customers in the call center as needed dependent on heightened call times and staffing.

CALL CENTER MANAGER DUTIES:

1. Manages the customer service operation associated with responding to customers via telephone or e-mail. 

2. Oversees personnel, polices, procedures and reporting. Supports referral of deposits and loans by call center staff.

3. Maintains call center guide and prepares reports.

4. Coaching and counseling of Call Center Staff to achieve relevant goals. Responsible for all performance reviews of Call Center Staff.

5. Monitors call times and observes telephone conversations to insure we are providing quality customer service and streamline as applicable.

6. Responsible for creating and implementing a call flow guideline that is cohesive to the First Farmers culture.

7. Recruits and trains all call center staff in conjunction with the Retail department for all sales and process related needs and the training department for operational procedures.

8. Attend operational and Branch Manager sales meetings, as needed.

9. Completion of educational assignments.

    

CALL CENTER SPECIALIST DUTIES

1. Provide Respond to both external and internal customer inquiries by telephone, ensuring all needs are met and handled during the first interaction. 

2. Provide quality customer service through knowledge of all bank products and services.

3. Handle high volume of calls in a sometimes-stressful, time sensitive environment.

4. Answer customer questions regarding deposit, loan, and time products. Refer potential sales opportunities back to the retail branches or loan officers.

5. Provide information on balance inquiries, perform transfers between accounts, and answer any transactional questions regarding current deposit and loan products.

6. Provide rates to customers as applicable on current deposit products in adherence with compliance policies and referring to the branch as applicable. Refer all loan rate questions to the loan department.

7. Increase debit card limits, reset PINs, hot card debit cards, and help to troubleshoot issues with debit cards as applicable. Forward any complicated issues to the debit card or fraud department as needed.

8. Order coupon books, provide insurance change information, and answer questions regarding escrow for current loan customers.

9. Troubleshoot internet banking issues, reset passcodes, increase mobile deposit limits, enroll customers in eStatements, etc.

10. All other duties as assigned.

     

     

RELATIONSHIPS/QUALIFICATIONS:

1. Responsible to the VP, Assistant Operations and Physical Security Officer for the fulfillment of duties assigned. 

2. 2-3 years of Call Center supervision.

3. Skills needed include strong analytical abilities, knowledge of appropriate government regulations, comprehensive knowledge of bank products, and operations.

4. Proficient in Microsoft products.

5. Must have excellent communication and listening skills, a strong commitment to providing quality service, and attention to detail.

6. This position requires dedication to customer service, by responding in a professional manner to customer questions and problems.

7. Must have the ability to maintain confidentiality in daily operations and interactions with customers and work effectively in a team setting.

    

    

   WORKING CONDITIONS:

1. Normal office environment. 

2. Extended viewing of computer screens.

3. Prolonged periods of sitting/ standing.

4. Moderate lifting up to 25 pounds.

5. Repetitive hand and arm movement.

6. Environment may necessitate excessive standing.