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Customer Services Division Manager
Union Bank
Arlington, TX, United States
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Reporting to a Senior Manager, the Customer Services Division Manager II provides accurate, efficient, and customer-focused service. Supervises exempt and non-exempt employees responsible for supporting multiple business lines. Customer Interactions and transactions will range from moderate to complex in nature. Ensures appropriate quality measures are enforced and maintains high service standards. Responsible for controlling team expenses in alignment with department budget. This position will manage up to 8 exempt employees directly and up to 150 non-exempt employees indirectly.
Major Responsibilities:
CUSTOMER SERVICE:30%
• Communicate with clients and business partners to exchange information and process transaction requests.
• Make independent decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience. Respond to escalated customer service issues, inquiries, and complaints. Ensure service levels and operational goals are met by promoting adherence to schedules, monitoring interactions, and coaching for excellence.
• Maintain a high level of expertise in all products, services, and channels clients use in order to provide excellent customer service.
• Implement customer service improvement ideas to enhance the customer experience and improve client satisfaction scores.
LEADERSHIP:30%
• Responsible for the performance of assigned teams.
• Ensure service levels and quality control standards are met consistently.
• Make certain adherence to regulatory, Bank and departmental policies and procedures.
• Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency.
• Participate as a subject matter expert in the development of business requirements to support new systems, enhancements or new product implementation.
• Position carries approval authority for complex transactions with large dollar exposure.
HUMAN CAPITAL:20%
• Ensure consistent performance standards and adherence to rigorous performance management program.
• Effectively manage by monitoring key performance indicators.
• Enhance employee competency and effectiveness through training, coaching, and development plans.
• Develop annual salary/promotion plan for teams in conjunction with budget process.
• Responsible for interviewing candidates, hiring, writing and delivering annual performance evaluations, salary changes, promotions, and terminations as necessary.
RISK MANAGEMENT:20%
• Ensure teams take appropriate actions to mitigate Bank risk and operating losses by enforcing control activities and quality control measures, distilling information consistently to team members, and providing ongoing training.
• Make certain Bank-mandated training is completed in a timely fashion.
• Surface processes and procedures with control weaknesses and follow up with targeted training or process improvements to mitigate those risks.
• Ensure procedures and workflows are up to date.
• Participate in disaster/ business recovery planning and exercises to ensure team readiness.
• Manage non-credit and operational risk to minimize operational losses; collectible overdrafts, wires and other exceptions.
• Use excellent technical and job knowledge as well as problem-solving and critical thinking skills to make sound decisions while balancing risk with opportunity.
Qualifications
Additional Information:
• Ability to manage a team, along with strong leadership, presentation and interpersonal skills.
• Advanced technical knowledge in functional area, including applicable legal, regulatory and accounting issues
• Strong written and verbal communications.
• Ability to organize and prioritize work assignments
• Flexibility and willingness to work extra hours when needed
• Able to work in a fast paced, high volume environment.
• Excellent customer service and problem resolution skills.
• Able to create and deliver presentations
• Demonstrates the following core competencies: Deliver extraordinary customer experiences, drive for results, communicate effectively and professionally, balance risk with opportunity, influence and inspire others.
• College degree (preferred) with 7+ years of related experience.
• Proven managerial expertise
• Overall knowledge of bank systems, policies, and procedures.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.