Location:
2416 Philadelphia Street
Indiana, PA 15701

Hours:
Monday -Friday 7:00a.m. - 7:00p.m
Saturday 8:00a.m.-3:00p.m.

Sunday 10:00a.m.-3:00p.m

Function:
Responsible for ensuring all external and internal customer telephone inquiries and requests are satisfied in a timely, courteous, and professional manner. Responsible for the direct supervision of the Telephone Financial Consultant (TFC) Supervisors and TFC’s in supervisor’s absence. Works closely with other departments to ensure all policies and procedures are followed in the Solution Center Service division.

Duties and Responsibilities:
1. Responsible for the day to day hands on supervision of TFC supervisors including the operational customer service duties and daily management of the department, and satellite call center sites. Requires travel to satellite sites as needed.

2. Approves schedules of the TFC staff on a monthly basis to meet customer demands; based on call volume trends. Tracks and monitors phone system statistics for call volume and trends. Provides call statistic reporting to executive level for review.

3. Facilitates operations procedures to staff and responsible for updating and monitoring the Solution Center Service operating procedure manual.

4. Handles escalated customer issues to ensure customer satisfaction. Is the 1 level of contact for all escalated calls before they are escalated further.

5. Assumes responsibility for ensuring the satisfactory handling of internal or customer related telephone inquires or service related problems by performing the following functions:
a. Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction.
b. Providing customer and internal personnel with accurate product knowledge and service information, as well as, operational knowledge that will assist personnel in the successful completion of their duties.
c. Providing professional written correspondence to customers when necessary.

6. Demonstrates a technically proficient knowledge in the functionality of several of the following products:
a. IBS Insight
b. Service request manager (SRM)
c. Digital Banking Products (CEB, BEB, Mobile)
d. Cardbase system (CMSE)
e. Customer Information System (IBS)
f. Loan/Deposit/Retirement system (IBS)

7. Works closely with FIS on Cisco telephone system related issues for entire Solution Center division; to include opening tickets and all follow up that is required.

8. Continuously researches Cisco telephone system capability for enhanced efficiency of the Solution Center division; serves as system expert for Cisco.

9. Creates a vision for growth for the Solution Center Service division and strategizes with Senior Management on execution.
a. Expansion into additional markets
b. Integrate branch personnel in call queue to ensure best in class customer service

10. Responsible for service dashboard categories (Abandon rate, Avg. talk time, New Elan credit cards, Sales score) to exceed annual goals. Coaches staff to achieve and exceed dashboard goals.

11. Addresses employee issues; 90-day evaluations, performance corrections and advises upper management for terminations.

12. Assists the Branch Administration Department by identifying and reporting quality service concerns that may become apparent through customer interactions.

13. Provides exceptional customer service to internal and external customers via telephone, mail, chat and email in matters related to the aforementioned products.

14. Coaches TFC Supervisors on referral lead generation to sales division. Provides call specific feedback based on quality standards of the division.

15. Works with Quality Control Assistant to review call evaluations for monthly coaching or immediate coaching bases on the call.

16. Manages hiring and training of new Solution Center Service employees.

17. Must attend STELLAR and Speed of Trust and maintain all requirements on an ongoing basis.

18. Maintains a good working relationship with bank employees. Demonstrates strong interpersonal skills and the ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization.

19. Demonstrates a strong ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization.

20. Takes on other tasks or projects to support employees, other managers, and Solution Center operations.

21. Presents department operations overview in various group settings.

22. Assumes additional duties as required.

Physical Demands:
Operates a keypad device: 70% of the day; operates electronic equipment: 30% of the day. Travel is required to alternate work locations monthly and overnight stays quarterly. The primary parts of the body involved in performing these tasks are the finger, thumbs, hands, wrists, elbows, legs/feet, lower torso, and upper torso. Sitting is required five hours per day. Walking is required one hour per day. Standing is required 2 hours per day. Maximum lift is ½ pound several times per day. Requires the use of manual dexterity skills for typing on a frequent basis, up to 60% of the business day. Possess the ability to focus visually at a close distance of 18”-20” for a period of up to 60% of the business day. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education:
Requires five to ten years of general experience and two to five years of specialized experience with call center management.

Experience:
Requires five to ten years of general experience and two to five years of specialized experience with call center management.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range: