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DIGITAL BANKING - CALL CENTER MANAGER

Company: First State Bank of the Florida Keys
Location: Hollywood
Posted on: November 15, 2022

Job Description:

Position Summary:This position involves developing strategies regarding online and mobile banking products, assisting with the testing and implementation of new digital banking products and services and managing the online and mobile banking vendor relationship. In addition, the employee occupying this position should have sales and marketing experience as well as the ability to manage a small call center, where staff will resolve, document and escalate customer complaints and complex issues to the manager. The manager will train staff in identifying -sales opportunities for retail and electronic products and services, will establish and maintain the customer onboarding and retention program, produce monthly dashboards and reports, and participate in projects as needed.Position Responsibilities:

Recommends, implements and supports electronic banking products i.e. (online & mobile banking, online cash management, remote deposit capture, bill pay, etc.).Provides resolution of complex inquiries, technical product and service issues, and troubleshooting. Assists in the development of marketing promotions and sales initiatives to grow the business.Manages debit card maintenance related functions including processing of cancel or stolen cards, travel alerts, disputes, and pin re-issues. Ensures support for client requests regarding account information, transactions, and/or problem resolution with a strict adherence to the Bank's policies and procedures for identification and security.Supports branch sales and training initiatives by conducting staff training and customer training as needed on electronic banking products and services.Analyzes, develops, and updates customer service processes, departmental policies and procedures to enhance the performance of the service team. Applies knowledge of regulatory policies, procedures, and rules in making decisions and solving customer problems in a timely manner and provides direction to support staff on such mattersAnalyzes all complaints, comments, and requests and escalates such as needed Makes independent decisions on resolution of customer service problems.Tracks trends and impact of customer needs and expectations, and identifies products and services to support those needs.Works with diverse groups when testing and implementing new products and services to ensure successful project implementation Responsibilities also include other duties as assigned by the supervisor/manager Position Requirements
Bachelor's Degree or related knowledge/skills gained through experienceFive years plus experience with an Online & mobile Banking/Call Center concept and strong knowledge and understanding of standard retail bank products, policies and procedures.Ability to exercise discretion and sound independent judgment when handling the daily activities of the online banking/call center operationsMulti-task oriented with strong organizational skills.Excellent customer service, sales and communications skills with the ability to interact effectively with clients by phone or in person in a dynamic work environmentExperience using banking system platforms to perform account maintenance and research. Experience with the Q2 and Fiserv Signature platforms preferredComputer proficient in MS Outlook, Word and Excel.

Job Posted by ApplicantPro

Keywords: First State Bank of the Florida Keys, Hollywood , DIGITAL BANKING - CALL CENTER MANAGER, Executive , Hollywood, Florida

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