Assistant Customer Service Telephone Manager in Jacksonville

Manages the staff and functions performed at the Austin Bank Customer Service Telephone Center. The Customer Service Telephone Center provides telephone customer service support for multiple branch locations. Assumes responsibility for the entire department during absence of Customer Service Telephone Manager.

Includes the following:
Other duties may be assigned.

Employee is responsible to understand and comply with regulatory requirements for financial transactions, most specifically Bank Secrecy Act (BSA) and Customer Identification Program (CIP) as it relates to specific job functions.

Exhibits superior customer service as an Austin Bank team member. Demonstrates high quality relationship building techniques to ensure the customer receives the best possible solution to his banking and financial needs. Helps promote a loyal relationship between the customer and Austin bank.

Participates in developing a teamwork atmosphere with co-workers as part of department/branch location by attending meetings, participating in discussions, treating co-workers with respect and courtesy, and contributing to departmental goals.

Has a responsibility to stay abreast of company communications by reading publications, announcements and company e-mails, etc. Takes advantage of appropriate communication channels regarding bank related business matters.

Develop personal skills and capabilities through on-going training, as provided by the company or elsewhere subject to Company approval.

Uphold and safeguard the organizations values particularly relating to ethics, integrity, and confidentiality both internally and externally.

Greets customers and provides superior customer service.

Schedules staff members to ensure efficient utilization of resources while achieving superior service quality for customers.

Assists Customer Service Telephone Representatives (CSTR) with customer issues or requests that cannot be resolved by the representative.

Coordinates with Branch offices or other departments, as required, to resolve issues or enhance the performance of the CSTC operations. Determines and recommends new procedures and/or systems to improve efficiency.

Ensures the CSTC operates in a manner consistent with the service and budgetary goals of the Bank.

Monitors and/or prepares reports related to incoming calls and uses information gained from such reports to assist in scheduling and staffing recommendations.

Performs the functions of a CSTR during peak periods, staff shortages or at any time assistance is required to properly service the Bank’s customers.

Reports to work regularly and promptly.

Maintains confidentiality at all times.

Enhances professional growth and development through participation in educational programs, current literature and in-service meetings, etc.

Maintains established department and Bank policies, procedures and objectives and quality assurance.

Equal Opportunity Employer

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