AVP, Manager, Client Care Center

GENERAL SUMMARY

Responsible for management of the day-to-day operations of the Client Care Center. Responsible for personnel administration and staff development. Evaluate, recommend, and implement procedures and processes to improve department performance and client experience. Ensure team members consistently deliver high level quality client service. Ensure regulatory compliance and adherence to bank policies and procedures.

DIRECT REPORTS

The incumbent manages all team members in the department.      

ESSENTIAL FUNCTIONS

• Direct and manage the daily operations and assignments of the department. This encompasses functions which include- call management, workforce management, all servicing processes, and procedures.
• Monitor calls to ensure service standards are met consistently.
• Achieve assigned key department performance metrics (e.g. abandoned rates and wait times). 
• Handle complex/challenging client service requests requiring escalation and resolution.
• Lead team meetings to review and update goals, processes, procedures, products, and other material information.
• Manage staff work schedules and monitor workflow and productivity ensuring work shifts are covered and daily operational functions and servicing tasks are completed timely.
• Act as resident subject matter expert on key system applications and processes.
• Implement new and/or enhanced processes and procedures to optimize department performance and improve client experience.
• Prepare monthly statistical reporting for management and maintain department records and logs.
• Responsible for the hiring, onboarding, and training of new hires.
• Evaluate team and individual effectiveness and provide ongoing coaching and development. Prepare and administer officer and non-officer performance reviews/evaluations.
• Participate and lead special assigned projects in collaboration with other internal business departments as required.
          

QUALIFICATIONS

• Education:   College degree preferred but not required.
• Experience:          
  • Minimum five years’ experience in a banking call center environment.
  • Minimum three years’ experience with management/supervisory responsibilities. 
  • Knowledge of core banking systems, online banking, and call management applications.
  • Thorough knowledge of bank policies and procedures.
• Skills/Ability:        
  
  • Excellent problem-solving and troubleshooting skills.
  • Effective verbal and written communication skills.
  • Strong team 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

$80K – $90K / year
Pay determined based on job-related knowledge, skills, experience, and location.