American National Bank (ANB) Lead Customer Support Representative in Council Bluffs, Iowa
Description PERSONAL FINANCES: Must have the ability to manage personal finances.
JOB SUMMARY: Responsible for ensuring customers’ needs are being handled in a prompt and professional manner by the staff. Supervises day-to-day activities. Manages the ongoing training, scheduling, and coaching of the staff. Utilizes knowledge and experience in exercising discretion and independent judgment in resolving problems and answering questions. Manages processes and uses report analysis and other resources to streamline and improve processes in order to optimize staffing resources. Collaborates with manager to set goals and ensure progress towards meeting and exceeding goals. Responsible for timely completion of required training applicable to the position and regular and effective application of such training in the performance of the position.
COMPLIANCE: In addition to the employee’s regular responsibilities American National Bank realizes that a cohesive Compliance Program is the responsibility of every employee in the bank to ensure compliance with applicable consumer protection laws and regulations. Total bank support is required, but the Audit Committee and Management acknowledge that their influence, direction, and guidance are critical to implementing an effective Compliance Program. It is also a requirement that all employees especially Management and Officers demonstrate unequivocal support of the Compliance Program so that all bank employees understand and perceive the importance of the Compliance Program. Management's involvement will be critical to administering an effective Compliance Program.
ESSENTIAL JOB FUNCTIONS: 1. Ensures customer needs are being handled in a courteous and professional manner by entire staff. Coordinates the call center activities by assigning work, answering questions, solving problems, helping with complex transactions and sensitive customer relations problems. Primary department responsibilities include: customer service calls, BankLink, Bill Pay, Debit Card Support, Online Banking, Collections, OFAC, Reg D Letters, Verification of Deposit, and Return Mail. Creates and analyzes reports and uses other resources to determine process improvements to streamline activities and optimize staff in meeting customer needs. (35%) 2. Maintains a thorough working knowledge of and uses discretion and judgment as needed to administer the banks policies, operating procedures, and services, as well as all current marketing and advertising promotions. Ensures the dissemination of information to staff and that business is conducted in accordance with goals, policies and procedures. Maintains and submits a master schedule to the manager. Responsible for supervising day-to-day activities and assisting in managing the ongoing training, scheduling, and coaching of the staff. In collaboration with manager, sets goals and objectives. Performs ongoing performance management and scheduled reviews. (15%) 3. Performs customer service duties such as Collections, Debit Card Support, OFAC, Return Mail, in addition to answering calls, processing incoming mail, deliveries, etc. Requires technical expertise in using relational databases, spreadsheets, etc. (15%) 4. Coaches staff to achieve referral standards through effectively recognizing and responding to sales/referral opportunities. Refer products and services on an individual basis, to current and prospective customers to include: Investments, Mortgages, Checking and Savings products and other various bank products. (15%) 5. Performs special projects and other related duties as assigned. Special Projects require technical expertise in applications used, i.e. ITI Premier, Élan, Word, Excel, Access (and knowledge of relational databases). The scope of these projects varies and can include but is not limited to: Converting Student accounts properly and with communication to customers; etc. (15%)
MARGINAL JOB FUNCTIONS: 1. Performs other related tasks and duties as directed by management. (5%)
NECESSARY KNOWLEDGE, SKILLS & ABILITIES: 1. Ability to communicate with customers and co-workers in a courteous and professional manner. 2. Knowledge of banks organizational structure, policies and operating procedures. 3. In-depth knowledge of bank products and services. 4. In-depth understanding of the on-line computer system. 5. Proficient competency in using spreadsheet applications and databases. 6. Interpersonal skills necessary to help coordinate department activities, including work assignments, and ability to communicate with customers and co-workers in a courteous and professional manner. 7. Ability to coach and develop personnel.
EDUCATION & EXPERIENCE: 1. High school graduate or equivalent. 2. Three to five years of increasingly responsible experience in customer service related functions. 3. Management or Supervisory experience preferred.
NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be constructed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
EO/AA: American National Corporation (including all affiliates) (“ANC”) is an Equal Opportunity/Affirmative Action (EO/AA) employer. ANC considers applicants for all positions, and employees are treated equally during employment, without regard to race, color, religion, gender, national origin, age, disability, marital status, protected veteran status or any other prohibited basis of discrimination, as provided under applicable state and federal law.
Federal and state law obligates us to provide reasonable accommodation to the known disabilities of applicants and employees, unless to do so would pose an undue hardship. Please let us know if you need an accommodation to complete the application process or to perform any essential elements of the position you are applying for. You may do so by contacting the Human Resources Employment Department at email@example.com.
Requisition Number: 16-0275
Company: American National Bank
Title: (ANB) Lead Customer Support Representative
Department: Retail - Customer Service
Employment Type: Full Time
Total Hours Per Week: 40
Thursday: 9:15 -7:00
City: Council Bluffs