at Camden National Bank in Rockport, Maine, United States
Job Description
Essential Duties and Responsibilities:
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Manage a small team of 6-10 people
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Act as an escalation point of contact regarding procedural guidance or exceptions
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Assist and provide guidance to banking center stakeholders with access and functionality of all retail operational systems and in accordance with prescribed procedures and policies
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Provide research support and guidance related to transaction and other customer activity
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Act as a liaison between banking centers and support services departments to solve errors and identify solutions
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Responsible for scheduling coverage of a Call Center environment, ensuring appropriate coverage and expectations to meet SLAs
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Analyze call data and produces periodic reporting
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Coordinate with Information Technology on system needs for Call Agent software
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Manage the department email inbox
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Manage Camden Circle/process improvement suggestions that flow through Retail Operations
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Extended hours may apply
Basic Qualifications:
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High School Diploma
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3-5 years related experience
Preferred Qualifications:
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Understanding of core retail banking procedures and policies
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Experience with Camden National systems
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Experience in call center environments
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Passion for assisting Stakeholders with system navigation, procedural clarification and problem solving
Skills and Abilities:
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Strong communication skills
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Technically savvy; strong keyboarding skills
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Able to define problems, collect data, establish facts and draw valid conclusions
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Confident in coaching and educating others in how to resolve general banking solutions
Supervisory Skills:
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This job has supervisory responsibilities
Career Path and Job Family:
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Customer Assistance Center Management
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Support Services Management
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Retail Banking Management