Assistant Customer Success Manager

Penn Community Bank; Bristol (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Penn Community Bank, located in Bristol, Virginia, is seeking an experienced professional to manage the Customer Success Specialists and ensure high-quality service delivery. This role involves leading a team, handling customer resolutions, and ensuring compliance with banking regulations.

The ideal candidate will have at least three years of call-center experience, preferably in financial services, and outstanding leadership and communication skills. A four-year degree or equivalent experience is preferred. This is a great opportunity to shape customer experiences and contribute to business growth.

Qualifications

• Four-year college degree in a related field preferred or equivalent work experience.
• Three years call-center experience, preferably in financial services.
• Minimum two years supervisory experience.

Responsibilities

• Manage daily function of Customer Success Specialists.
• Serve as point of contact for disgruntled customers.
• Display strong financial acumen and knowledge of banking.

Skills

Interpersonal and communication skills

Time management

Leadership and supervisory skills

Problem-solving and analytical skills

Education

Four-year college degree in a related field

Tools

Salesforce

Microsoft Office Suite

Job description

Essential Functions

The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.

• Manage the daily function of Customer Success Specialists focusing on first‑call resolution, exhibiting leadership and communication to the team while monitoring recordings – enforcing that calls are answered in a knowledgeable manner while striving to exceed industry standards.
• Manage the daily function of Business Development Specialists focusing on call‑campaign effectiveness, including lead management and conversion success.
• Serve as a point of contact for disgruntled customers, handling resolution and account retention while exercising appropriate judgment in upward communication regarding departmental or employee concerns and conflict resolution.
• Display strong financial acumen, including knowledge of the banking industry, products, and regulatory understanding, and ensure policies and procedures balance appropriate compliance and risk management.
• Actively participate and represent Retail Banking and the Customer Contact Center perspective on Customer Experience and Incident Response Committees.
• Contribute to the development of team members’ skills and analytical capabilities through training, practice, or outside education.
• Assure high levels of service and performance through coaching while developing and retaining talent reflected in mid‑year and annual performance reviews.
• Identify opportunities to improve offerings to drive product adoption, deepen customer relationships, increase usage, and increase profitability.
• Serve as subject‑matter expert for the branch network and as primary backup to Deposit Operations (online banking, ATM/debit cards, and all applicable facets of the bank).
• Be a proficient Salesforce professional responsible for accurately tracking sales goals and referrals.
• Serve as Zoom Contact Center Administrator, controlling updates to all engagement channels (phone, chat, email, SMS), managing call recording, and extrapolating call analytics to compile KPIs and provide performance data to the Customer Success Manager.
• Act as administrator for online account opening, complying with all account opening policy requirements.
• Oversee agent approval processes and maintenance.
• Act as administrator for the customer chat platform for authenticated online banking customers and prospective customers on external platforms.
• Oversee completion of all wires, manage centralized bank‑wide fax requests, incoming customer form submissions, appointment requests, and opening and funding of QwickRate CDs for Finance and Accounting.
• Perform pilot duties as assigned by the Customer Success Manager and provide strategic execution and leadership in support of the technology roadmap.
• Comply with applicable bank regulations, such as regulations governing currency transactions, purchase of negotiable instruments, and money laundering (BSA, AML).
• Comply with all applicable regulations and bank policies regarding employment and employment law.
• Participate in annual compliance and other job‑related training.

Relationships and Contacts

• Reports to the Retail Banking Director.
• Frequent communication with Cash Management and Deposit Operations.
• Timely communication with team members at all levels.
• Frequent contact with customers and vendors.

Education and Experience

Four‑year college degree in a related field preferred or equivalent work experience; three years call‑center experience, preferred in financial services; minimum two years supervisory experience.

Skills and Competencies

• Highly developed interpersonal and communication (written and verbal) skills with superior customer‑service acumen; ability to manage difficult customers professionally and tactfully.
• Exhibits high level of time management, prioritization, delegation, and organizational skills while serving.
• Strong leadership and supervisory skills with ability to interact effectively with all levels of team members.
• Ability to use sound judgment when making decisions on behalf of the bank.
• Proficient computer skills, including Microsoft Office suite and the technical capacity to learn and manage third‑party systems.
• Proficient understanding of banking, branch operations, deposit operations, and compliance requirements of marketing and disclosures.
• Strong organizational skills; high level of attention to detail, ability to prioritize tasks, multi‑task, problem‑solve, and analyze information.

Penn community Bank is an equal opportunity employer.