Troy Bank and Trust is excited to announce a Customer Care Manager position in our Troy office.
We are looking for a full-time Customer Care Manager that will oversee all customer care center duties. The first few months will require the successful candidate to work at our Brundidge Downtown branch and will transition to our Troy Downtown branch before year end. This position will support the bank by ensuring the Customer Care Department provides the best quality service to customers and employees of the bank in a timely and professional manner. The Customer Care Center Manager must possess an in-depth knowledge of all banking products and services offered by Troy Bank and Trust to service and respond to inquiries for demand deposit accounts, savings accounts, loan accounts, electronic banking, mobile banking as well as other technical issues.
This is an excellent opportunity for an experienced call center customer service professional to contribute to the growth and success of Troy Bank and Trust. If you are a leader with a strong background in banking or management with a passion for customer service, we invite you to apply to join our growing team!

Responsibilities include but are not limited to:

• Answer inbound telephone calls, respond to customer inquiries and problems concerning their accounts, and gather necessary information to document and resolve customer problems.
• Ensure department employees respond to all requests in a professional and courteous manner while ensuring the resolution responses given are consistent with the policies, procedures, and expectations set by management.
• Assist and train new and existing employees to perform any relevant job functions and answer complex questions regarding job responsibility and bank policy.
• Troubleshoots electronic and mobile banking technical issues.
• Answer debit card inquiries, including reset of PINs and ordering replacement cards.
• Assist customers with Internet Banking and Bill Pay. Resets passcodes, assists with log-in, or guides through Internet Banking website.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Deliver memorable service to all customers, internal and external,
• Maintain confidentiality of all customers, employees, and company information.

Education/Experience

• High School diploma. Post-Secondary education is a plus; equivalent work experience may be considered in lieu of formal education.
• Minimum 2 years of experience in a fast-paced customer service role. Banking and/or call center experience is a plus.
• Demonstrated success in people management, coaching, and team development.
• Strong proficiency in basic computer applications, such as Microsoft Office software products.
• Outstanding verbal and written communication skills, client relationship, and problem-solving skills.
• Demonstrated professional and positive representation of Troy Bank & Trust with a commitment to service excellence.

Required Skills/Abilities:

• Versatility, flexibility and a willingness to work within a team environment with constantly changing priorities.
• Ability to multi-task and shift focus to constantly changing priorities with enthusiasm under time constraints.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Customer satisfaction oriented with proven dedication to excellence and achieving results.
• Excellent written and verbal communication skills.
• Strong interpersonal, sales, and relationship management skills.
• Strong analytical and problem-solving skills.

Other:

• Must work in person/office
• Ability to travel to accommodate staffing needs as required to include temporary or permanent assignment.
• Ability to travel between all locations required for business meeting, interviews, employee counseling, and any other matters.

Pay rates for this opportunity will be based upon experience.
Must apply online at https://troybankandtrust.com/careers/
At Troy Bank & Trust, we work to provide the best of a local community bank, along with the technology, tools, and resources you would expect to find at a regional one. We are committed to offering competitive pay and benefits to include an annual discretionary bonus, health/dental/vision insurance, 401k profit sharing, group life insurance, group short/long term disability, paid time off, and education assistance. Whether it’s delivering excellent customer service, being staffed with the best trained employees, maintaining a strong reputation, providing value by offering superior products and services, or engaging in our communities, we strive to ensure we truly are “the only bank you’ll ever need!”
Troy Bank and Trust is committed to serving the needs of its community and has been doing so for over 100 years. Learn more about us at www.troybankandtrust.com
Equal Opportunity Employer/Veterans/Disabilities
Monday - Friday, 8am - 5pm
8 hours per day excluding break

• Answer inbound telephone calls, respond to customer inquiries and problems concerning their accounts, and gather necessary information to document and resolve customer problems.
• Ensure department employees respond to all requests in a professional and courteous manner while ensuring the resolution responses given are consistent with the policies, procedures, and expectations set by management.
• Assist and train new and existing employees to perform any relevant job functions and answer complex questions regarding job responsibility and bank policy.
• Troubleshoots electronic and mobile banking technical issues.
• Answer debit card inquiries, including reset of PINs and ordering replacement cards.
• Assist customers with Internet Banking and Bill Pay. Resets passcodes, assists with log-in, or guides through Internet Banking website.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Deliver memorable service to all customers, internal and external,
• Maintain confidentiality of all customers, employees, and company information