Markland Branch Manager/Call Center Manager at Security Federal Savings Bank

Kokomo, Indiana, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

0.0

Posted On

26 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Service, Negotiation, Communication, Supervision, Compliance, Problem Solving, Strategic Planning, Team Management, Technical Skills, Performance Evaluation, Training, Report Management, Policy Development, ACH Operations, Time Management

Industry

Banking

Description

Description Summary: As head of the Call Center, you will be responsible for organizing and directing the Call Center staff, assessing their performance and provides feedback as needed during monthly coaching sessions. The goal is to ensure excellent team performance to promote the growth of a company’s business. Primary Responsibility: Developing procedures, processes, and job descriptions. Answering call Center calls, Banno chats, and supervision of the Department. Specific Job Functions: Call Center Manages the Call Center Reporting Systems. Provides Management with activity reports of the department, sets call Center standards, and works with the staff to improve the customer experience. Resolving customer issues and other call center problems. Answers call Center calls providing account balances, account history, resets passwords for e-banking, bill pay inquiries, statements, debit card issues, adds travel notes, raising card limits and questions pertaining to the deceased customer process. Soliciting other products and services. Also answer basic loan questions. Assist with online account opening. Branch Operations All duties as listed on the Branch Managers Job Description. Strategic Objectives Reviews, executes, and practices objectives within SFSB’s Strategic Plan. Realize and support strategies developed through strategic thinking process and integrate these back into the Branch and Call Center goals. Develops plans to implement and administer programs and processes to solve non-routine issues. Develops policies and broad processes to achieve strategic goals. Ability to work across department lines. Supervision Assigns duties and determines work schedule for direct reports and Call Center staff. Establishes and helps to attain internal performance objectives for the direct reports. Develops and directs the direct reports and assists in developing and directing the Call Center staff. Meets with each direct report at least monthly to review Cultivate check-in and conduct retail/business sales certifications. Prepares and conducts annual direct report’s evaluations. Conducts Paylocity duties, direct report’s schedules, timecard adjustments, approves/denies PTO request, approves timecards in a timely manner. Recommends hiring, discipline, promotion, transfer, and termination of staff. Responsible for ensuring staff are trained in all areas specified within each employee’s job responsibilities (Job Description | Development Plan). Compliance Enforces policies & procedures. Designs, reviews, and ensures necessary controls and audits are in place to ensure compliance with the bank’s policies and regulatory requirements. Assures all necessary controls and processing policies and procedures are established to protect the bank’s interests. Maintains Accredited ACH Professional (AAP) Certification. AAPs are especially versed in managing ACH operations, interpreting ACH Rules and regulations, developing ACH products, selling ACH products and services and more. An AAP must earn 60 approved continuing education credits, with no more than 20 credits earned in any one year, during the five-year accreditation period. Responsible for knowing and complying with all Federal Regulations and bank policies/procedures that apply to position, including the BSA/AML/OFAC and CIP Program. Additional Responsibilities Participates on SFSB’s assigned committees. Leads internal committees, motivates others to carry out banks’ strategic initiatives. Coordinates PTO days with Branch staff to ensure Branch is accurately staffed. Performs all Branch Manager and Call Center duties as listed on job description as needed. Performs other duties as directed by supervisor. Requirements At least a High School degree or diploma in a relevant field Prior experience as a supervisor; preferred but not required. Customer service experience is a plus. AAP Certification Experience with MS Office, especially MS Excel • Experience with telephone equipment as well as relevant computer software A tech-savvy individual with a results-oriented attitude Excellent leadership and negotiation skills Ability to perform under pressure while working in a fast-paced environment. Strong communication skills

Responsibilities

The Markland Branch Manager/Call Center Manager is responsible for organizing and directing the Call Center staff, ensuring excellent team performance to promote business growth. This role includes managing call center operations, resolving customer issues, and developing procedures and policies to achieve strategic goals.