Assistant Manager Client Services

Industrial Bank of Washington

Upper Marlboro, MD 20772, USA

Published: 6/14/2022

Full Time

Job Description

Industrial Bank is seeking a highly qualified professional for the position of Assistant Manager Client Services Department, located at 99 Commerce Place, Largo, MD. Industrial Bank is a successful and established African American owned and operated financial institution. It is a distinguished Community Development Financial Institution, with a Mission “To make a difference in people’s lives and the economic development of their communities".

The Bank has a rich benefit package that includes medical, prescription, vision, dental, 401k, vacation and safe/sick days and 11 paid holidays and personal days.

A Day in the Life of a Assistant Manager Client Services:

The Assistant Manager Client Services supports the daily operations and leadership of the Client Services Department.
The Assistant Manager Client Services plays a key role in supporting and monitoring operations of the call center operations and service delivery using the Key Performance Indicators.
This role is essential in performing staff coaching, customer issue resolution, and continuous improvement.
This position also help to maintain clear, consistent call handling procedures and service standards and digital banking challenges
Identify recurring service issues and recommend process or communication improvements

Assist with onboarding and training of call center representatives, including product knowledge, systems, and compliance expectations
Promote teamwork, engagement, accountability, relationship building

Analyzing call center data and metrics to prepare performance reports for management

Assist with internal audits, regulatory exams, and compliance reviews related to call center operations

Required education and experience

High school diploma or equivalent required; associate or bachelor’s degree preferred

2 to 5 years of combined experience in a Call Center and Retail Banking
2-3 years of supervisory experience in a high volume call center
1 to 3 years’ experience as a teller, banker, or in branch operations, with an understanding of financial products and compliance
Proven ability to coach staff, manage performance metrics (KPIs), and resolve complex customer issues

Employee Classification and Work Hours: Non-Exempt

The Client Services Department operates on a Monday through Saturday work schedule. All employees are expected to work on a rotating Saturday schedule to support the Retail Banking Operations.