<p>Job Details</p> <p>Job Location: Poplar Bluff Oak Grove Branch - Poplar Bluff, MO</p> <p>Position Type: Full Time</p> <p>Salary Range: Undisclosed</p> <p>Description</p> <p>PRIMARY PURPOSE OF JOB</p> <p>The Customer Contact Officer is responsible for the direct oversight of the Customer Care Center, and the Video Banking and ITM Banking functions. This position is responsible for leading multiple team members and ensuring these teams deliver an excellent experience to current and potential customers. The Customer Contact Officer must possess exceptional customer service skills, confidence, multi-site leadership and coaching skills, a strong sales aptitude, attention to detail, and an outstanding knowledge of traditional and emerging bank products and services.</p> <p>EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS</p> <ul> <li> <p>Southern Bank team members exhibit Southern Bank's values, which can be remembered with the acronym FIRSTS. We teach our team members about our "values in action," which give further examples of how we can live out Southern Bank's values.</p> </li><li> <p>We act as a FAMILY - We know we're not a related family, but we really care about people, both personally and professionally. We like knowing that our skills, our time, and our efforts contribute to the overall success of those we spend time with every day.</p> </li><li> <p>We move with INNOVIATION - We push for better ways to solve problems. We are not afraid of a challenge; we're driven to develop new ideas and solutions using creativity and experience. We are committed to leading, devising new solutions for all kinds of obstacles.</p> </li><li> <p>We are ROOTED - We're from here. These communities are our homes, and we are deeply invested in making our hometowns the best that they can be. We are firmly committed to success in the places where we've known people our whole lives.</p> </li><li> <p>We prioritize SERVICE - We put others above ourselves. We make intentional decisions and take action to benefit others, be it in our daily work with our customers and fellow team members, or in volunteering our time, money, and energy in our communities.</p> </li><li> <p>We build TRUST - We strive to be reliable and trustworthy, honest and transparent. We are dedicated to doing what's best for our team members, our customers, and our communities, and they can be confident that we are who we say we are.</p> </li><li> <p>We are a source of STRENGTH - We have a capacity and resilience that has come through years of experience and growth. We are able to support those who count on us, and those who need us can rely on us.</p> </li><li> <p>Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.</p> </li></ul> <p>ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS:</p> <ul> <li>Direct and manage activities related to various Contact Center functions performed for the Bank, branches and departments ensuring the highest quality of service is provided. </li><li>Maintain proficiency in all applicable loan, deposit, cash management and other bank products and services. </li><li>Proficient in determining customer needs and providing solutions that may include referring customers to other areas of the bank such as Insurance, Wealth, Loans, etc. </li><li>Assemble and lead a knowledgeable team that displays effective sales techniques including utilizing open ended questions, active listening, comprehension skills, overcoming objects etc. </li><li>Responsible for oversight of workflow and scheduling of staff, including various teammate shifts (including holidays, weekends, and evenings). </li><li>Work with branch teams to ensure the optimal customer experience regardless of what channel the customer chooses. </li><li>Ensures streamlined customer transitions from channel to channel. </li><li>Provide management with analytical reporting illustrating the level of customer service provided, performance of team members, as well as trends in these results. </li><li>Monitors established performance metrics and coaches staff to achieve those standards. </li><li>Establishes and monitors production goals. </li><li>Manages relationships with software and hardware providers. </li><li>Provide support and supervision to an experienced staff capable of meeting departmental objectives. Such support includes performance appraisals, career development, and assistance to subordinates in problem resolution. </li><li>Perform and control risk management for each function within the customer care service area. </li><li>Monitor individual, team and department results to identify trends that would affect service quality, revenue goals, performance targets and customer delivery. </li><li>Develop, direct, and manage the Care Center, Video Banking, and ITM Banking policies and procedures, including but not limited to policy manuals, contact lists, rates, compliance tracking and departmental training programs. </li><li>Manage cross sale initiatives and campaign management. </li><li>Participate in community activities and organizations to enhance the Bank's position in the community. </li><li>Manage and direct multiple vendor relationships and serve as a key partner with the technology group supporting core systems and processes. </li><li>Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures. </li><li>Perform other duties as assigned. </li></ul> <p>Qualifications</p> <p>KNOWLEDGE, SKILLS AND ABILITIES</p> <ul> <li>Excellent customer service skills required; </li><li>Excellent organizational skills required; </li><li>Ability to manage multiple responsibilities, while effectively focusing on priority issues; </li><li>Ability to motivate others and work cooperatively in a group to achieve common goals; and, </li><li>Excellent communication skills required (written, reading comprehension, listening, verbal). </li></ul> <p>QUALIFICATIONS/EDUCATION/EXPERIENCE:</p> <ul> <li>High school diploma or equivalent; and, </li><li>Seven years of retail banking experience including customer service, sales, and management; </li><li>Leadership experience with proven records of business development and associate coaching. </li></ul> <p>CORE COMPETENCIES</p> <p>Exhibits Southern Bank's values, as further described through our values in action. Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units, outside vendors and partners, or organizations to help achieve business goals.</p> <p>Leadership Disposition- Back Office: Demonstrating the traits, inclinations, and dispositions that characterize successful leaders; exhibiting behavior styles that meet the demands of the leader role.</p> <p>Aligning Performance for Success: Focusing and guiding others in accomplishing work objectives.</p>