Real Time Service Center Assistant Manager

Company: First Convenience Bank
Location: Killeen
Posted on: January 9, 2021

Job Description:

Work directly with the RTSC Manager to achieve department goals Handle escalated customer service issues via direct interface with the customer when appropriate in order to expedite solutions. Manage and provide guidance, leadership and coaching to staff within the department Assign and direct daily work flow within the department Interview applicants and evaluate staff performance to recommend personnel actions such as hiring, retention, promotion, transfer or termination Make decisions on routine and non-routine issues and challenges regarding volume fluctuations, staffing issues and unexpected processing or systems delays Develop, document and implement procedures and controls to ensure compliance of local, state and federal regulations and laws, bank policies and procedures within the department Complete reports, maintenance, and tracking information for management Engage in all customer points of contact including, but not limited to Banking Centers, IVR, Contact Center, Internet, Lending, and Support Operations Actively work in channels daily including, but not limited to phone calls, chat, secure messages, ITM Assist in research/responses to secured emails and provide customer phone support Adjust work schedule based on business needs Travel as required Other duties as assigned Physical Requirements: Must be able to remain in a sitting stationary position for extended periods of time Constantly operate a computer and other office machinery Ability to lift up to 25 pounds EOE Minority/Female/Individuals with Disabilities/Protected Veterans Requirements At least 18 years of age High School Diploma or equivalent Bank and Supervisory experience preferred 3 years of business experience focused on people management and customer service preferred 2 years of experience in a cross functional environment and project management preferred Virtual banking and cross channel customer service experience preferred Must be detail oriented, analytical, and organized Good communication (written and verbal) and presentation skills Knowledge of FCBI systems and processes Facilitation, coaching and feedback skills required Proficient in Microsoft Office Must be able to get along with co-workers and work effectively in a team environment Must successfully pass background investigation according to company policy Officer Status and level is dependent upon experience.

Keywords: First Convenience Bank, Killeen , Real Time Service Center Assistant Manager, Executive , Killeen, Texas