Real Time Service Center Assistant Manager
Company: First Convenience Bank
Location: Killeen
Posted on: January 9, 2021
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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
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