Customer Care Center Assistant Manager

Camden National Corporation Portland , ME 04101

Posted 1 week ago

Live here. Play here. Bank here. Work here.

If you're looking to build your career at a forward-thinking organization with deep community roots and a vision for growth, success, and giving back, you've come to the right place.

Note, for the right qualified candidate, we are open to considering any location within our Camden National footprint, including the opportunity of working remotely from home.

This position will supervise and coordinate the activities of personnel in the Customer Care Center. The essential functions are noted below; however, at Camden National responsibilities may evolve over time given organization, technological and/or staffing changes. At any point other duties may be assigned.

Essential Duties and Responsibilities include the following. Monitors call volume and staffing to ensure phones are being answered within 3 rings and the Customer Care personnel are meeting customer's demands/needs in accordance with the Phone Assurance Checklist.

  • Responsible for Customer Care Center monthly and daily tracking and reporting.

  • Directs stakeholder education in the Customer Care Center to improve efficiency and ensure conformance with standard procedures and practices.

  • Maintains a qualified team that can service the customers without transferring the customer to other areas of the organization. Assists in promoting and marketing the Customer Care Center to effectively off-load call volumes from the branches and other areas of the bank.

  • Assists in creating and maintaining a sales focus for internal call opportunities. Schedules "after hours" outgoing calls, and assists in developing outward calling campaigns.

  • Maintains staffing schedule for Saturday hours to support incoming calls.

  • Participates with sales staff to sell and support the usage of Internet Banking to new and existing customers. Talks with customers to resolve any problems that arise in the usage of the internet site.

  • Resolves all high level and sensitive customer complaints. Documents and reports to management in a timely manner.

  • Maintains ACD system and oversees the production of system reports.

  • Manages and maintains the phonetic attendant, info@ email box.

Supervisory Responsibilities

This position will directly supervise six employees in the Customer Care Center. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; processing payroll presentation sheets, rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Equivalent to a two-year college degree; or two to five years of related experience and/or training; or equivalent combination of education and experience. Position requires knowledge in a specialized area. Working knowledge of financial, commercial and/or technical practices required to fulfill the diverse requirements of the position.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Position requires the ability and initiative to influence and persuade others. Obtaining cooperation and trust at all levels of the organization is an important part of the job.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Departmental or functional policies, criteria and goal guide independent judgment. Interpretation of specific policies, procedures and laws required.

Other Skills and Abilities

  • Excellent communication skills (both verbal and written).

  • Experience with customer relations.

  • Sales skills and cross-selling ability.

  • Ability to utilize PC, including Word and Excel programs.

  • Possesses good judgment, accuracy, and the ability to work in a fast-paced environment.

  • Self-motivated and team player.

  • Ability to analyze complex problems and weigh outcomes.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. ,

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Customer Care Center Assistant Manager

Camden National Corporation