Customer Service Center Manager (Administrative)

Why work for First Federal Bank? 

Our company culture is driven by our desire to serve our members and communities, something we have done for over 100 years. Along with doing meaningful work, enjoy perks and benefits that come along with being part of Idaho's only mutual bank – no stockholders or majority owners, just our account members!

Eligible First Federal Bank employees receive paid vacation, sick leave, and holidays; health insurance, dental insurance, and vision insurance; 401(K) retirement; educational assistance; life insurance; and long-term disability insurance.

Employees also receive paid community service hours and can participate in our Pay-It-Forward program to give back to the communities we serve. In addition, the First Federal Foundation has provided over $1.4 million to local non-profits since 2003. For a meaningful job and to be part of a community-focused team, as well as much more, apply today at www.bankfirstfed.com/careers. 

Essential Duties and Responsibilities 

• Responsible for management and oversight of the Customer Service Center.
• Responsible for creating and maintaining a professional environment within the department.
• Responsible for building a cohesive and effective team.
• Responsible for maintaining efficient staffing levels and assigning appropriate workloads within the department.
• Responsible for developing and adhering to the department's budget.
• Provides coaching and mentoring of all staff to include relationship building with our customers.
• Responsible for training staff on all bank products and services.
• Trains staff in regard to compliance with all bank policies and procedures, as well as department processes.
• Holds routine one-on-one meetings as well as department staff meetings and promotes open communication.
• Conducts observations/call shadows to ensure the desired levels of customer service are being met in accordance with bank expectations and objectives.
• Responsible for completing employee action plans and performance evaluations and provides ongoing coaching and feedback on performance.
• Uses multiple computer programs and works with other internal departments to conduct research and resolve customer and employee issues.
• Handles or assists staff with difficult or more complex customer requests/inquiries.
• Processes a variety of requests including but not limited to payments, transfers, inquiries, travel notes, disputes, research, check orders, limit increases, and debit card orders.
• Completes additional tasks such as but not limited to reviewing and dispositioning online account applications, return item processing, retrieving and responding to secure messages, verifications of deposit, and SSI/Accuity verification requests.
• Assists with a variety of requests for research and troubleshooting within Online Banking and Bill Pay.
• Builds customer relationships, utilizes the Connections software for recommendation/referrals, and trains staff to do the same.
• Ensures phone recordings are updated and tests phone system as needed when changes are made.
• Provides information on an array of services for customers based on their requests and professionally manage situations that require special handling.
• Works closely and develops productive working relationships with all departments.
• Continually develops and maintains a working knowledge of bank products, services, internal policies, and procedures to effectively help all customers via telephone or email.
• Creates and maintains internal procedures relating to CSC processes.
• Coordinates any facilities needs with the Facilities Manager and/or the Director of Branch Operations.
• Updates and maintains the banks internal employee phone list.
• Creates and reviews call reports.
• Presents department information during New Employee Orientation.
• Attends required trainings, meetings, conference calls, and provides information received to department staff as appropriate.
• Backs up CSC Specialist and CSC Supervisor responsibilities.
• Follows all bank policies and procedures and complies with bank audit requirements.
• Complies with all employment laws and regulations as they pertain to staff.
• Performs all job duties and maintains compliance with all banking acts, laws, and regulations, and ensures staff has the training and resources to perform duties to maintain compliance with such acts, laws, and regulations.

Non-Essential Duties and Responsibilities

• Provides administrative and operational support as needed and required.
• May act as the Security Officer for the area.
• Attends community events to promote the bank.

Supervisory Responsibilities

Carry out supervisory responsibilities is accordance with Bank policies and applicable laws.  Responsibilities include interviewing, selection of staff and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

Qualifications Required 

(Required education may be satisfied by experience and/or working knowledge) 

A high school diploma or equivalent.  Two years of general banking experience. One year of experience directly supervising staff. Intermediate knowledge of Microsoft Word, Excel, Outlook, and Power Point. 

Physical Requirements and Working Conditions 

Sitting for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner, or other basic business equipment.  Ability to lift heavy items that may weigh up to 20lbs (e.g., boxes of copy paper/files, etc.).  Ability to perform repetitive finger, hand, and arm movements.  The job is within the normal office cubical environment.  

Qualifications Preferred 

Five years of general banking experience to include a thorough knowledge of banking products and services. Three years of supervisory experience. Two years of experience in a customer service/call center environment.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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