Job Information
Heritage Bank Customer Service Center Support Team Manager (Call Center) in Oak Harbor, Washington
Base Salary Range:
$67,724.80 - $82,030.00 - $98,430.00 annual
At Heritage Bank, we work hard, but also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy!
As part of our team you'll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month, while also enjoying 11 paid holidays each calendar year, and an annual float day. pro-rated from start date, and/or hours worked. * *To view Benefits Summary: Apply > Current Openings > position > attachment.
Position Overview:
The *customer service center support team manager *is responsible for overseeing, leading and managing a customer support team for an assigned center, and is responsible for achieving all service level targets, and meeting operational objectives, in accordance with the Heritage Bank Mission, Vision, and Values. Additionally, this position is accountable to support service center team members to ensure effective and efficient use of staff and technology resources.
*The successful candidate will be able to: *
Lead and manage the workflow of assigned center to ensure tasks are allocated appropriately and required deadlines/commitments are met on a consistent basis.
Monitor team productivity to ensure customer service is conducted in accordance with Heritage Bank Service Standards
Review call center and operational systems reports. Monitors service standards and performance metrics for efficiencies and appropriate service level standards. Provides ongoing and updated reports, as requested.
Identify and communicate issues, trends and opportunities for improvements. Recommend and implement process and procedure enhancements. Ensures teams are aware of updates and changes in a timely manner and complies with all Bank policies and procedures.
Resolve and is primary point of contact for escalated customer questions and/or concerns, in a timely manner, to maintain optimal service center performance in service quality, accuracy, efficiency, and risk management. Makes and approves policy and procedure exceptions within assigned limits.
Actively lead and trains staff to ensure service center consistently adheres to all regulatory compliance standards, internal operational controls and follows all operating policies and procedures.
Work with branch banking and support department management teams to research and resolve cross-department customer issues/concerns in a timely manner.
Maintain in-depth knowledge of all Bank's products and services, and a comprehensive knowledge of operational policies and procedures, and retail and service center operations.
Actively manage robbery response activities within assigned center, and participates as a member of the Bank's incident response team.
Participate in and monitors operating and project budgets to achieve results within those budgets.
Provide direct reports with proper tools and authority to execute their assigned functions. Develops skills of staff through goal-setting, coaching, problem resolution, delegation, training, counseling, and performance management.
Work collaboratively with management and Human Resources to recommend staffing levels and approve personnel actions such as hiring, terminations, promotions, transfers, training and development of staff, timely performance reviews and salary increases, in accordance with legal and acceptable Bank personnel practices.
Maintain proficie
