West Chester: 2 North Church Street, West Chester, PA 19380
Work Days and Expected Hours:
Monday-Friday: 8:00 AM to 7:00 PM
Saturday: 8:00 AM to 1:00 PM
Shifts are typically 8:00 AM to 5:00 PM with one late night of 10 AM to 7 PM a week and rotating Saturdays.
(Must be flexible around branch hours)
Function: Supports the development of consumer growth and profitability by training, coaching, and measuring the performance of the Telephone Personal Bankers. Assists the Solution Center Managers with day to day operations at a remote site.
Duties and Responsibilities:
Manages the day to day operations of a remote call center site.
Acts as a direct liaison with Sales, Service and Digital / Internal Help Solution Center Managers. May be asked to assist with employee issues at remote site; 90-day evaluations and assistance with year-end evaluations for all divisions of the solution center.
Will trouble shoot technical issues at remote site on all applications including Cisco phone system.
Creates, reports and tracks team and individual quality metrics. Provide detailed Quality reports as requested by the Sales Manager. Prepares special projects as requested.
Designs and develops weekly training tips to help improve team and individual results.
Assists and supports the Sales staff with escalated and/or difficult customer issues. Coaches all Sales team members to effectively handle all customer related issues
Maintains a good working relationship with bank employees in other departments. Demonstrates the ability to work independently. Highly motivated to work as a team player to contribute to the success of the department and organization.
Reviews and takes appropriate action on more serious employee concerns at remote call center site.
Responsible for making goal on Solution Center Sales Dashboard.
Must attend STELLAR and maintain all requirements on an ongoing basis and attends coaching training and updates as needed to develop personal skills.
Requires S.A.F.E. Act certification. Proof of registration with the registry and verification of a unique identifier as established under the guidelines of the S.A.F.E. Act is required upon hire and/or must be obtained prior to performing the duties of a Mortgage Loan Originator, as defined by the Act. This registration must be maintained annually in accordance with the S.A.F.E. Act.
Performs other duties as assigned to support the successful operation of the Solution Center division.
Operates a keypad device: the primary parts of the body involved in performing these tasks are the fingers, thumbs, hands, wrists, feet. Travel will be required to Indiana West for onset of training and quarterly for department meetings on site at Indiana West. Standing is required up to six hours per day in a straight position. Sitting is required two hours per day in a straight position. Must be able to occasionally lift and/or move up to 10 lbs. Use of manual dexterity skills for typing up to 80% of the business day. Specific vision requirements include close vision of 18"-20", distance vision and depth perception for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.