Assistant Manager, Client Care Center

GENERAL SUMMARY

Responsible for supervising and coordinating all day-to-day activities of a client service team that responds to client questions, issues, and requests. Ensure team members consistently deliver high level quality client service. Assist and support development of department procedures and processes. Ensure regulatory compliance and adherence to bank policies and procedures. 

DIRECT REPORTS

The incumbent supervises Client Service Specialists.  

ESSENTIAL FUNCTIONS

• Responsible for daily operational functions which include online banking enrollments, email inquiries/requests, account maintenance, and complaint procedures.
• Provide guidance and support to the client service team for complex client calls, issues and/ or concerns. Assist in resolving escalated operational service requests.
• Monitor incoming and outgoing client calls ensuring that they are answered timely, courteously, professionally, accurately and meet established client service standards. Provide call support as needed. 
• Ensure client service specialists comply with Bank policies, procedures, and regulations. 
• Supervise department team members , provide  training, coaching and contribute with performance evaluations.
• Achieve assigned key department performance metrics for abandoned rates and wait times.
• Manage staff work schedules and monitor workflow and productivity ensuring work shifts are covered and daily operational functions and servicing tasks are completed timely. 
• Prepare monthly statistical reporting for management and maintain department records and logs. 

QUALIFICATIONS

Education:    College degree preferred but not required. 

Experience:  

• Minimum four years’ experience in a banking call center environment with supervisory responsibilities.
• Knowledge of core banking systems, online banking, and call management applications.
• Thorough knowledge of bank policies and procedures.
   

Skills/Ability: 

• Effective verbal and written communication skills.
• Strong leadership skills.
• Ability to multitask and stay organized.
• Proficient with computer applications (Microsoft Word, Excel, Outlook).
• Flexible with work hours. Comfortable working a schedule that may fall outside standard 
  8:30 a.m. to 5:30 p.m. hours.
• Bi-lingual English and Chinese (Mandarin or Cantonese) preferred, but not required.

OTHER DETAILS

$30.29 – $36.06 / hour
Pay determined based on job-related knowledge, skills, experience, and location.