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Director of Customer Service is responsible for assuring the service delivery goals of the Customer Service Call Center, the ITM Center and the Online Account Opening for the benefit of Customers, Associates and Shareholders. Directs and leads managers responsible for supporting the customer service functions. The Director of Customer Service maintains knowledge in all facets of bank operations, policies and procedures.
Essential Duties and Responsibilities
Define and execute the strategic growth, direction, coordination, and evaluation of the Customer Service teams.
Analyze and evaluate research and data, generate actionable insights, and create presentations that enable leadership to understand, quantify, and respond to trends, issues, and opportunities impacting customer experience.
Drive programs to enhance systems and processes and provide project leadership on major initiatives, including the coordination of resources from multiple internal and external sources.
Develop, direct, and implement oversights to ensure adherence to annual operations budget to attain business financial goals.
Be a change management leader, drive multiple strategic transformation initiatives and projects simultaneously, and develop plans, analysis, and communication strategies for the transition.
Manages the day to day operational functions of Customer Service including, but not limited to: Recruits, ensures proper and ongoing training and cross-training, manages workloads, conducts performance appraisals, and develops the Customer Service Staff to ensure the most efficient use of resources and best customer service outcomes.
Evaluates and reports on quality and service delivery metrics across all units.
Determines operational strategies by conducing needs assessments, reviewing capacity plans, and estimating cost/benefits
Maintains awareness of innovative technologies and determines the best course of action to obtain strategic advantage without subjecting the bank to undue risk.
Writes and maintains operational policies and procedures.
Ensure compliance of all Customer Service functions.
Prepares and monitors budgets for all aspects of Customer Service.
Establishes and maintains effective working relationships with vendors.
Maintains knowledge of all facets of the bank's operations, policies and procedures.
Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.
Performs other duties and responsibilities as assigned.
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.
Ability to read, write, and comprehend simple instructions, procedures, short correspondence, reports, and memorandums.
Ability to read, analyze and interpret documents such as financial reports, legal documents, procedure manuals, general business correspondence and/or journal or government regulations.
Ability to effectively present information in one-on-one and small group situations, to customers, clients, management, board of directors, other employees in the organization, and the general public.
Ability to respond in writing to customer complaints, regulatory agencies or members of the business community.
Education and/or Experience
BS/BA Degree is required, or
Eight plus years of work-related, on-the-job training, and/or vocational training.
Other Qualifications (including physical requirements)
Ability to supervise the work of others to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
Advanced problem solving skills required in order to find solutions to problems that are technically complex and require operational knowledge of banking units and understanding of complex network interactions and protocol.
Knowledge of an advanced level pertaining to bank operations, including deposit operations, loan operations, electronic banking, cash management services, banking software applications, and banking/financial institution regulatory requirements.
Equal Employment Opportunity Information: Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications. Simmons First National Corporation and its subsidiaries are committed to Affirmative Action Programs consisting of results-oriented procedures to ensure equal employment opportunities. These programs require positive action in lieu of neutral non-discrimination and merit hiring/performance policies.