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[New Job Vacancy] Customer Care Mgr job in Queensborough National Bank and Trust, (Augusta, GA 30909) – Jobs in Augusta, GA 30909

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Job Opening details:-
Company Name :-
Queensborough National Bank and Trust
Position Name :-
Customer Care Mgr
Company Location :-
Augusta, GA 30909
Job Category :-
Jobs in Georgia

Full Job Description :-

The Customer Care Manager is responsible for increasing Queensborough Customer Loyalty by ensuring a consistent, positive and valuable customer experiences. This position will also provide day-to-day support and coaching to call center teammates around customer service, products, operational policies, procedures and internal controls to ensure compliance with bank policy and standards. The Customer Care Manager will collaborate with branch management and Retail Operations Director in streamlining processes and improving efficiency as well as partner with compliance, BSA, security, and deposit operations to ensure bank-wide consistency and excellence.

Provides support and clarity to branch and call center teammates for documented policies and procedures
Acts as subject matter expert on all bank customer related systems
Acts as subject matter expert on all products offered by Queensborough
Acts as a subject matter expert on all branch processes and procedures
Manages and trains call center teammates
Staffs Call Center
Creates call center procedures, prepares work schedules and expedites workflow
Resolves customer service issue escalations
Provides communications and follow up to ensure call center teammates are informed of new/updated information related to products and procedures
Monitors productivity and performance of call center teammates
Assists call center teammates in meeting operational goals and objectives by identifying opportunities for improvement through one on one’s and proactive discussions
Provides support to branches in customer service issues
Identifies, categorizes, and tracks customer impacts to identify trends and root causes
Supports the Director of Retail Operations with trending data based on customer impact data
Analyzes Customer impact data and provides efficient solutions
Attends and participates in leadership of Head Teller, CSR and Manager Quarterly Meetings
Assist in identification and development of market process efficiencies
Contact point for Deluxe, ClickSWITCH and other customer related vendors
Provides support to branches for implementation of new and current products or systems
Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community
Flexible work schedule

Experience Required

5 – 10 years: Retail Banking Experience

Education Required

Bachelors or better in Business Administration or related field

Skills Required

Professionalism
Verbal Communication
Written Communication
Preferred

Microsoft Office Suite

Behaviors Required

Functional Expert: Considered a thought leader on a subject
Leader: Inspires teammates to follow them
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations Required

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Self-Starter: Inspired to perform without outside help

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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