Customer Service Manager

Customer Service Manager

Title: Customer Service Manager

Requisition #: 115999

Employment Type: Regular

Full or Part Time: Full-time

FLSA Status: Exempt

Division Retail

Posted Date: 2/1/2012

Grade: 08

Affiliate: FIFTH THIRD BANK, WESTERN MI





Requirements








GENERAL FUNCTION: Position responsible and accountable for the day-to-day operations, and risk management of the financial center. Role has direct management responsibilities for the operational and referral activities of the customer service representative (CSR) and financial service representative (FSR) staff. Responsible for managing a fund of cash and processing a variety of consumer, commercial and other transactions for customers and the general public. ESSENTIAL DUTIES & RESPONSIBILITIES: SEE ACTUAL JOB DESCRIPTION FOR ALL DUTIES & RESPONSIBILITIES 1.) Manager/HR Function A. Direct and delegate the activities of the CSR and FSR staff to ensure professional, timely and proficient customer service. B. Develop the CSR/FSR staff through training, and coaching for premier delivery of customer care. C. Promote good customer relations by consistently providing premier customer satisfaction; have a developed rapport with the customer base, and respond timely with correspondence to customers to resolve issues or problems. D. Participate in the selection and on-boarding of new employees, and be actively involved in the proper training and development of new employees; help to identify CSR/FSR's who are capable of training new staff members. E. Evaluate performance on a constant basis, providing counseling and guidance as needed; provide assistance to the staff in completing the promotion process. F. Annually prepare and give formal written performance appraisals to direct reports in an honest and impartial manner, recommending salary increases and promotions as appropriate. G. Accountable for self and team to participate in the financial center staff meetings, and hold separate staff meetings as needed, to keep team up-to-date. H. Perform as the resource for CSR/FSR staff, answering questions, finding solutions to customer issues and ensuring staff is up-to-date on financial center procedures and policies. I. Maintain a position of trust and responsibility by keeping all customer business confidential. J. Follow the Bancorp Code of Business Conduct and Ethics and other related policies, modeling the ethical behavior expected from every employee within the Bancorp. Set the example and maintain ethical behavior at all times. 2.) Operations A. Perform daily office/operational responsibilities, delegating to the staff as appropriate, and keep the Financial Center Manager updated on the operation of the office. B. Maintain a personal balancing record that is in line with policy; Monitor regularly the balancing performance of the CSR/FSR staff and have the ability to find and correct outages and to enlist help as needed for more difficult errors. C. Partner with the Retail Risk and Administration Manager team to keep current on all policy and procedures, appropriately documenting and communicating all changes to the staff to keep up to date. D. Handle with professionalism the complex consumer and business customer problems that the CSR/FSR staff is unable to resolve.

Experience
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: Work involves contact with the public, necessitating the ability to present a professional image. Work requires the ability to properly read and write well enough to communicate in both oral and written form. Work involves extensive cash handling, which requires ability to perform basic math functions. Position requires an in-depth knowledge of retail policies, procedures and banking center systems in order to perform duties with minimal supervision, which is usually acquired with minimum of two (2) years of banking center experience. Work requires the ability to take initiative and utilize sound judgment in decision-making and higher-level problem solving. Position requires the ability to establish self as a leader, to not only perform in a leadership role, but to also be recognized by others as a leader. Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management. Must have the ability to demonstrate a sales initiative. Need to have flexibility in scheduling. * This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). The NMLS web site () provides the MU4R questions and registration required for employment in this position.