Contact Center Scheduling Manager jobs in Ketchikan, AK

Employee Benefits:

• Medical, Dental and Vision insurance, including FSA (Flex Spending Account)
• Paid Time Off to include select paid holidays
• Retirement Benefits with generous 401K match

Some Other Favorite Employee Benefits Include

Paid Parental Leave, Education Assistance, Employee Assistance Program, Employee Wellness Program and much more!

Position Summary

The Branch Manager is responsible for overall branch activities to ensure established sales, customer service, and employee satisfaction levels are consistently achieved. Main duties include spending 10-25% of time conducting outside calls for relationship building and prospecting. Originate and close consumer/small business loans as well as service products, if properly licensed, available through Northrim Investment Services (NIS). 

 The following duties are intended to provide a representative summary of the major duties and responsibilities and ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional duties. 

Essential Duties and Responsibilities

1. Direct service-quality efforts to ensure Superior Customer First Service standards. Ensure timely and accurate daily transactions. 
2. Direct account acquisition strategies within the branch to achieve the assigned sales and retention goals. Routinely accompany bank officers to make business development/retention calls.
3. Refer and sell products to fit the customers’ needs. Originate and close consumer and small business loans.
4. Be actively involved in developing and supporting Branch Strategic Development plans to ensure branch deposit/consumer loan growth, customer satisfaction and employee retention.
5. Encourage employee growth through support of progression plan process to include one-on-one meetings with employees, branch/bank training, and mentoring.
6. Work with management to identify new product, software or vendor solutions to increase or sustain desired customer service and sales performance. 
7. Review and analyze monthly reports to provide detail information regarding customer retention, household retention and cross-sell ratios.
8. Complete online, written and in-person compliance training within established timeframes.
9. Other duties as assigned.

Position Specific Responsibilities

Branch Manager I

• Manage branches with 3-7 employees. 
• Spend minimum 10% of time conducting outside calls.

Branch Manager II

• Manage branches with 5-10 or more employees, or oversee more than one branch.  
• Spend minimum 25% of time conducting outside calls.
• Active involvement in one or more community organizations.

Supervisory Responsibilities

• Carry out supervisory responsibilities in accordance with the company policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; conduct performance evaluation; working with HR to address work related issues. 
• Ensure employees complete compliance training within established timeframes; understand and implement compliance requirements applicable to their positions.

Qualifications

Education

• Bachelor’s degree in a related field. 

Experience

Branch Manager I

• Six years of experience in customer service, cash handling, and sales to include:
  1. Five years of related financial institution experience; of which,
  2. Two years financial institution management experience.
  3. One year of outside calling experience.

Branch Manager II

• Seven years of experience in financial institution branch operation or loan origination to include:
  1. Three years financial institution management experience.
  2. Three years of outside calling experience.

All positions

• Equivalent combination of related education/experience that fulfill the requirements of the position may be used as a substitute for work experience/tenure.
• Related military education/experience may be used as a substitute for education or work experience.

Licenses & Certifications 

• State of Alaska Life Insurance License and FINRA Series 65 or 66 preferred. 
• This position may require current registry with the National Mortgage Loan Licensing Registry to include annual renewals and submission of fingerprints every three years, and must pass a criminal background check. 

Knowledge & Communication Skills 

• Exceptional communicator with the talent to easily identify issues, problems or concerns and mentor staff to self-discover resolutions and solutions. 
• Exceptional customer service skills. Show warmth, friendliness and a sincere desire to provide quality service to every customer.
• Ability to read, write, and speak English sufficiently to comprehend, analyze, and effectively communicate business memorandums, technical procedures, and government regulations.
• Must understand and have the ability to implement applicable compliance requirements.

Analytical & Decision Making Skills 

• Self-directed, able to work independently without supervision, and be able to prioritize multiple projects to meet firm deadlines. 
• Must be able to assess situations and determine outcome based on limiting bank risk while maximizing positive outcome for customers/employees.

Computer/Software/Other Equipment Skills 

• Proficient knowledge of MS Office Suite, including Word, Excel, PowerPoint, and Outlook. Ability to operate standard office equipment such as PC, printer, fax/copier, and telephone.

Working Conditions 

• The noise level in the work environment is usually moderate. 
• Work is performed in a professional office environment.

Full Time, Exempt  

Grade 18

Northrim Bank is an equal opportunity and affirmative action employer. Northrim Bank does not discriminate in employment based upon race, color, religion, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, protected veteran status, pregnancy, parenthood, marital status, changes in marital status, genetic information or any other status protected by federal, state or local law.