Customer Solutions Center Manager

Dime Bank; Norwich (CT); On-site; USD 68,000 - 117,000; Full time

Job summary

Dime Bank in Norwich, CT seeks a seasoned Customer Solutions Center Manager to lead day-to-day delivery of the bank's products and services via call and chat channels. The role focuses on maximizing profitability, customer satisfaction, and growth while ensuring policy compliance and strong community presence.

The ideal candidate has prior supervisory experience, strong knowledge of financial products and regulations, and a proven ability to develop sales plans, motivate staff, and deliver

Qualifications

• Requires a Bachelor’s degree in a related field or parallel banking experience.
• Strong knowledge of financial products, sales techniques, and banking regulations.
• Previous supervisor or management experience.
• Adhere to compliance of all applicable Federal and State bank regulations and policies.
• Exceptional customer service and relationship-building abilities.
• Excellent communication and leadership skills; able to interact with all levels of staff.
• Ability to prioritize, handle multiple tasks, and work independently.

Responsibilities

• Supervise all aspects of Customer Solutions Center operations.
• Hire, train, coach, and evaluate the Solution Center Agents.
• Develop sales plans aligned with bank goals and drive staff to meet service and sales targets.
• Monitor call center standards and report monthly to senior leadership.
• Ensure security standards and regulatory compliance across operations.
• Maintain a high-quality service experience for internal and external customers.
• Participate in community representation and support for the bank.

Skills

Financial products knowledge

Sales management

Banking regulations

Leadership

Customer service

Education

Bachelor’s degree

Tools

ACD systems

Call center software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Solutions Center Manager

Full Time Norwich, CT, US

Salary Grade: 11

Salary Range: $68,170 - $116,699

Exempt

Position Summary:

Responsible for managing the effective day to day delivery of the Bank’s products services and solutions, via electronic and telephonic delivery channel, to potential and existing customers to maximize profitability, competitiveness, and growth of the Bank. Develops and expands department productivity, sales and customer service objectives consistent with corporate goals, while complying with the Bank policies and regulatory requirements. Develops and motivates department personnel to provide a superior customer service experience. Maintaining a positive image of the Bank in the community through that superior customer service experience. Handles customer requests, inquiries and complaints. Works to maximize sales opportunities and deepen customer relationships.

Essential Functions:

Under the direction of VP, Retail Operations Manager, supervises all aspects of Customer Solutions Center operations.

• Implements and reviews call center policies and procedures. Develops and monitors call center service and sales standards and reports such monthly to EVP, Chief Operating Officer.
• Responsible for supervision and performance of the Solution Center Agents, to include hiring, training & fulfillment, coaching, and conducting performance evaluations.
• Familiar with call center concepts, practices and procedures constantly focusing on improving customer experience and deepening customer relationships.
• Maintains a motivated and high-powered sales force.
• Develops sales plans in direct support of the Bank’s goals and objectives. Works to attain all goals and objectives. Motivates and directs staff accordingly to attain department service and sales goals.
• Tracks and reports the department’s activities to EVP, Chief Operating Officer.
• Responsible for all aspects of ACD lines and customer queues (including chat function) and provides recommendations for enhancements focusing on providing “customer friendly” systems.
• Ensures that the department adheres to security standards through policies and procedures.
• Ensures compliance with all Bank policies, internal controls, and state and federal government regulations. Particular emphasis on BSA related regulations, such as U. S. Patriot Act, OFAC, CIP and Anti Money Laundering where appropriate.
• Evaluates potential needs of customers and provides recommendations to EVP, Chief Operating Officer of new or enhanced call center products/services.
• Attends educational programs and meetings internally and externally
• Communicates the Bank’s policy/procedure and mission to the staff through regular department meetings.
• Ensures a continued high quality of service to internal and external customers.
• Resolves customer inquiries, problems or complaints requiring a higher-level authority.
• Actively participates in community service and consistently represents Dime Bank in a professional manner.
• Assists Customer Solutions Center Agents as needed.

The above duties may not be all inclusive. The incumbent may be asked or required to perform other work as time and abilities allow.

Knowledge, Skills, Requirements:

• Requires a Bachelor’s degree in a related field of study or parallel experience in banking and adherence to the bank’s training policies and requirements.
• Strong knowledge of financial products and services, sales and sales-management techniques, and banking regulations.
• Previous supervisor or management experience
• Adhere to compliance of all applicable Federal and State bank regulations, as well as Dime Bank policies and procedures
• Exceptional customer service, including customer relationship building and product and services sales and referral skills
• Excellent communication and leadership skills, and a demonstrated ability to interact well with all levels of personnel
• Ability to prioritize, handle multiple tasks, and work independently

Physical Demands and Condition Requirements:

• General office environment

Equipment Used:

• Computer

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.