Assistant Manager, Customer Outreach

Assistant Manager, Customer Outreach

Location: Kennebunk, Maine

Come and work with us at Kennebunk Savings. We value your professional expertise and appreciate you as a member of the community. You can be yourself here and use your passions, knowledge, and skills to help customers and advance your career. Is it any surprise we love what we do? We think you will, too.

What does an Assistant Manager, Customer Outreach do?

Under the guidance of the Customer Delivery Manager, and in accordance with established policies and procedures, the Customer Outreach Assistant Manager is responsible for the daily operations of the Customer Outreach department. The incumbent will manage escalated customer needs and will work directly with vendors regarding problem resolution. Based on direction from the Customer Delivery Manager, the incumbent will be involved in the implementation of new technologies that will enhance customer service levels. This position serves in a supervisory role and is responsible for managing the daily operations of the Customer Outreach team.

Essential Functions

Responsible for Daily Operations of Customer Outreach

• Provide day-to-day management and individual support of the Customer Outreach Department including setting and managing priorities, establishing and driving timelines and other deliverables
• Oversee employee activities related to handling outbound calls, assisting with customer questions and resolving customer issues
• Coach employees on communicating effectively with customers, offering guidance on key phrases, communication skills, and use of scripts to guide conversations
• Mentor employees to help them develop active listening skills towards improving customer outcomes
• Responsible for assessing the work of the representatives and providing them feedback to maximize performance
• Coordinate with other department stakeholders to ensure alignment of procedures, best practices, upcoming changes and initiatives that may impact Customer Outreach
• Responsible for supervising the daily activities associated with the Bank’s Overdraft Protection Program

Responsible for ensuring customer satisfaction and providing Problem Resolution

• Responsible for fostering positive relationships with our customers and representing the bank in a positive light at all times
• Develops training and best practices in support of delivering positive and effective customer service
• Handles escalated customer issues and inquiries through effective problem resolution and exceptional customer service
• Proficient knowledge in the operational processes of Customer Care, Card Services, Deposit Services, and other operational departments
• Maintains proficient knowledge of company products and services as an internal subject matter expert prepared to deliver efficient resolution to customer issues
• Observes customer interactions on a daily basis to identify ways to improve efficiencies and customer outcomes
• Actively shares best practices, insights and problem solving methods on a regular basis with the entire team

Application and Vendor Management

• Serves as the responsible administrator for various Customer Outreach applications providing supervisory guidance and authorization of requested updates and enhancements
• Oversees and manages recovery processes and priorities
• Conducts vendor business continuity testing
• Compiles and prepares necessary documentation for internal audits and external regulatory state or federal audits and schedules meetings with management to review any findings
• Participates and collaborates on special projects for the department where existing or new applications impacting Customer Outreach are involved
• Manages application releases from end to end; sorts, filters and analyzes release notes for relevance and alignment with customer and operational needs
• Communicates vendor/service provider alerts and bulletin information to internal end users, other departments, and/or Senior Management whenever applicable
• Provides responsive, consistent and proactive internal communication for customer service disruptions including root cause analysis when available
• Serves as a facilitator in the evaluation and remediation of application issues in conjunction with other key stakeholders across the organization

Other Duties and Responsibilities

• Responsible for onboarding activities
• Promotes the Kennebunk Savings Brand by recommending our products and services, supporting our community focus & commitment to being a premier employer
• Understands, supports and adheres to applicable organizational policies/procedures and state/federal regulations
• Consistently emphasizes the importance of teamwork in the department and company at large
• Responsible for keeping abreast of company news and information
• Responsible for completing required training and policy review
• May serve on various committees
• Willingness to take on additional tasks and duties

Certifications/Licenses Required

• Not applicable

Desired Knowledge, Skills & Abilities

• Knowledge of basic internet functionality is preferred
• Effectively delegates
• Displays willingness to make timely decisions using sound judgment
• Displays high level of regard for trust and confidentiality
• Proficient in Microsoft Office Products
• Displays strong written and verbal communication skills
• Displays strong organization skills and the ability to multi-task to meet established deadlines
• Demonstrates a high level of accuracy and attention to detail
• Effectively uses analytical skills to solve technical, as well as, non-technical problems
• Prior knowledge of regulations within the financial services industry is preferred
• Ability to adapt to change

Desired Job Experience

• 5+ years of banking sales and service experience is preferred
• 2+ years of increasingly responsible experience in a supervisory capacity
• Experience in a professional, service focused and fast-paced environment

Desired Education

• High school or General Education Diploma

Working Conditions/Minimum Physical Requirements

• Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards
• Dexterity of hands and fingers to operate a computer and other office equipment
• Lifting and moving of moderately heavy objects on occasion
• Normally seated for extended periods of time

Other details