Retail ASSIST Team Leader

at Camden National Bank in Rockport, Maine, United States

Job Description

Essential Duties and Responsibilities: 

  • Manage a small team of 6-10 people

  • Act as an escalation point of contact regarding procedural guidance or exceptions

  • 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

  • Provide research support and guidance related to transaction and other customer activity

  • Act as a liaison between banking centers and support services departments to solve errors and identify solutions

  • Responsible for scheduling coverage of a Call Center environment, ensuring appropriate coverage and expectations to meet SLAs

  • Analyze call data and produces periodic reporting

  • Coordinate with Information Technology on system needs for Call Agent software

  • Manage the department email inbox

  • Manage Camden Circle/process improvement suggestions that flow through Retail Operations

  • Extended hours may apply


Basic Qualifications

  • High School Diploma

  • 3-5 years related experience


Preferred Qualifications: 

  • Understanding of core retail banking procedures and policies

  • Experience with Camden National systems

  • Experience in call center environments

  • Passion for assisting Stakeholders with system navigation, procedural clarification and problem solving


Skills and Abilities: 

  • Strong communication skills

  • Technically savvy; strong keyboarding skills

  • Able to define problems, collect data, establish facts and draw valid conclusions

  • Confident in coaching and educating others in how to resolve general banking solutions


Supervisory Skills: 

  • This job has supervisory responsibilities


Career Path and Job Family: 

  • Customer Assistance Center Management

  • Support Services Management

  • Retail Banking Management

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Job Posting: 666463

Posted On: Jan 10, 2022

Updated On: Feb 01, 2022