Point Bank
  • Denton, TX, USA
  • Full Time

POINTBANK

 

CUSTOMER CARE MANAGER

 

Promote, market, and facilitate the overall sale of products of the bank. Contribute to the bank's growth by the effective sale of bank services to new and existing customers with emphasis on courteous and professional service.

 

REPORTING RELATIONSHIP AND SCOPE

This position reports directly to the EVP Chief Sales & Service Officer.

Direct reports include all Customer Care Bankers and Lead Customer Care Banker.

 

FLSA STATUS

This position is classified as Exempt under Executive Exemption of the FLSA.

 

OVERVIEW

The purpose of this position is to:

  • Manage the day-to-day operations of the Customer Care Department and all Customer Care Bankers.
  • Answer incoming calls and assist caller with whatever they need.
  • Provide support to the Operations Department and assist with other Operational duties, as directed by the EVP Chief Sales & Service Officer.
  • The expectation is that the Customer Care Manager will spend approximately 40% of their time on the phone performing the functions of a Customer Care Banker, and approximately 60% of their time performing other Management functions.

 

ESSENTIAL JOB FUNCTIONS

Customer Care Banker

  • Answer all calls coming into the bank and assist the caller or transfer the call to the appropriate individual as needed.
  • Responsible for assisting all callers in all facets of banking, including, but not limited to balance inquiries, review of loan or deposit account histories, inquiries about procedures, inquiries about products and services, verifying we have current contact information (address, phone number, email address), training customers on the use of 24 hr. X-Press banking and online banking, transfers of funds, card disputes and limit increases, issuing fee refunds when approved, processing return mail, fraud concerns and phishing/scams, etc. Customer Care Banker is expected to learn appropriate terminology and phrasing of responses to customer questions or concerns to best service the customer and promote the bank.
  • Responsible for sales, cross-sales and referrals of bank products and services to new and existing customers, and documentation of all referral activity in the CRM.
  • Responsible for inputting issues/complaints as Cases into CRM.
  • Assist as needed in contacting customers regarding compromised cards, fraud, phishing/scams, etc.
  • Educate customers regarding identity fraud, phishing scams, etc., and that the bank will not ask for confidential information via text, email, etc.
  • Provide support and assistance with other Operations duties, as directed by Management, including but not limited to, preparing notices for mailing, address changes, verifying documents and images, card production/stuffing/mailing, daily reports, etc.

Manager Responsibilities

  • Responsible for management of all departmental operations and ensuring compliance with all bank policies, procedures and regulations. Ensure controls are in place to minimize and prevent risk, liability and loss. Monitor departmental efficiencies and ensure department is performing to Management's expectations.
  • Responsible for the development and coaching of employees to cultivate the skills needed to deliver exceptional customer service to customers and other employees.
  • Responsible for management of departmental staff including, but not limited to, interviewing and making recommendations for hiring, training, scheduling and avoidance of overtime, performance evaluations / one-on-ones and disciplinary counseling, compensation recommendations, recommendations for promotion / demotion / termination, etc.
  • Responsible for ensuring all individual and departmental sales goals and objectives are met. Input and update status of sales activity into CRM to track progress and performance.
  • Ensure that customer issues/complaints are entered as Cases into CRM and monitor to ensure timely resolution. Identify complaint trends and coordinate with appropriate area for plan of action to resolve. Communicate issue and plan to Chief Sales & Service Officer.
  • Responsible for daily callbacks to customers for feedback on customer service.
  • Maintain management and efficiency reports, including but not limited to, attendance report, call reports showing calls taken/dropped/abandoned, Fed reports, TIB reports, etc. Notify Management of any trends/problems/potential problems/etc that need to be addressed.
  • Supervise and monitor all work activity for Customer Care personnel. Coordinates escalation with Network and System Administrators to resolve issues.
  • Determine Customer Care operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
  • Identify and evaluate state-of-the-art technologies by defining user requirements, establishing technical specifications, production, productivity, quality, and customer-service standards.
  • Contribute information and analysis to organizational strategic plans and reviews.
  • Maintain and improves Customer Care operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analysis, managing system and process improvement and quality assurance programs and installing upgrades.
  • Lead team development by recruiting, selecting, orienting, training, assigning, coaching, counseling, administering scheduling systems, communicating job expectations, planning and reviewing compensation actions and enforcing policies and procedures.
  • Maintain professional and technical knowledge by tracking emerging trends in customer service operations management.
  • Responsible for tracking, maintaining, and dispersing reports to Management regarding call volume, number of dropped calls, etc.

 

  • Attend all meetings and complete all training required to ensure regulatory compliance.
  • Comply with all applicable Federal and State regulations and guidance associated with the performance of your job function.
  • Comply with all applicable BSA/AML/OFAC policies and procedures associated with the performance of your job function, including participation in required training and identifications of suspicious activity.
  • Responsible for making suggestions to improve branch/departmental operations and overall bank.
  • Perform other duties and assignments within the bank at Management's request; accept any cross-training as directed by Management, works in other branches if needed.

 

 

EQUIPMENT USE, PHYSICAL & MENTAL DEMANDS, AND WORKING CONDITIONS

Frequency: (R) Rarely 0-15%; (O) Occasionally (16-45%); (F) Frequently (46-100%)

                 

EQUIPMENT USE

Telephones-F

Copier/Fax Machine-F

Computer-F

 

PHYSICAL & MENTAL DEMANDS

Light to Medium work-Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull or otherwise move objects, including the human body.

Stooping/Crouching-O

Standing/Walking-O

Sitting-F

Pushing/Pulling/Lifting-O

Fingering/Grasping-F

Repetitive Motions-F

Talking/Hearing-F

Reading/Writing-F

Close Visual Acuity-worker is required to perform such tasks as preparing and analyzing data and figures, transcribing, or viewing a computer terminal.

Interpreting Data-F

Problem Solving-F

Making Decisions-F

Organizing-F

 

WORKING CONDITIONS

Worker is subject to inside environmental conditions; protection from weather conditions but not necessarily from temperature changes-F

Worker is subject to outside environmental conditions when traveling to branches/departments, bank events or required bank meetings and training sessions -O

Worker is subject to local travel when traveling to branches/departments, bank events, or required bank meetings and training sessions -O

 

The above statements describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job-related duties as requested by management. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.

 

Revised 12/2018

 

Point Bank
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