<p>Established in 1964 in Omaha, Nebraska, our family-owned financial institution's vision is to be the best in class in meeting the evolving financial needs of our customers. Our extensive history and family-owned legacy give us a deep and genuine understanding of how to serve and treat our customers. We offer a holistic financial approach with solutions for personal, business and wealth in three markets: Iowa, Nebraska and Texas.</p> <p>As a community bank, we value long-term partnerships built on trust and integrity. As an employer, we take pride in building meaningful relationships and celebrating the unique differences that define each team member; it's what makes us a stronger unit. It's one of the many reasons why creating a strong culture of empowerment, support, and opportunity is an ongoing focus.</p> <ul> <li>Required Work Scheduled: Monday - Friday from 8:30am - 5:30pm and every other Saturday morning.* </li></ul> <p>JOB SUMMARY</p> <p>This position is responsible for promoting outstanding customer service, facilitating workflow, monitoring productivity, and ensuring team compliance with all bank policies and procedures for the call center function. In addition, this position assists in the establishment of call center objectives, analyzes call center data, and improves performance and processes to better support the bank's retail and business customers.</p> <p>ESSENTIAL FUNCTIONS</p> <p>Call Center Support (50%)</p> <ul> <li>Answers incoming customer calls and engages in active listening with callers, confirming or clarifying information and diffusing upset clients, as needed. </li><li>Successfully provides accurate solutions that meet or exceed customer expectations. </li><li>Utilizes the banks software systems, such as, but not limited to: Navigator, Access Manager, Director, Express Client Service, Client Connect and the bank's external facing website. </li><li>Utilizes the bank's call center support tools, scripts and knowledge base to quickly resolve issues and provide customer solutions. </li><li>Uses knowledge of bank's electronic customer products, such as retail and business online and mobile banking, bill pay, and other ancillary products to guide customer in use of product. </li><li>Makes sales or recommendations for products or services that may better suit client needs. </li></ul> <p>Leadership (20%)</p> <ul> <li>Supervises daily functions of the team to include assisting with hiring, motivating, coaching, assigning work, scheduling, training, providing timely input to quarterly/performance reviews, engaging in career development discussions and problem solving but does not have final decision-making authority. [ </li><li>Leads team meetings, asks questions to better understand the calls representatives are receiving, educates and coaches workers regarding processes and practices, and explains expectations to employees. </li><li>Answers call center representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. </li></ul> <p>Department Performance Monitoring and Reporting (15%)</p> <ul> <li>Prepares reports and analyzes call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. </li><li>Collaborates with other management team members in identifying trends and establishing call center goals. </li></ul> <p>Call Center Support Resources and Tools (10%)</p> <ul> <li>Conducts ongoing research of member interaction issues to promote first-call resolution recognizing and communicating updates needed to support a successful customer support knowledge base. </li><li>Attends provided call center related training regarding call techniques and bank products. </li><li>Records information relevant to customer calls that may require additional resources or input into other systems. </li></ul> <p>Call Center Service Enhancements and Vendor Management Administration (5%)</p> <ul> <li>Recommends new services and enhancements to existing services as dictated by developments and requests from clients. </li><li>Liaison with call center vendor and conducts annual vendor management to evaluate and assess the security of external vendors. </li></ul> <p>Performs other duties as required and assigned</p> <p>KNOWLEDGE, SKILLS AND ABILITIES</p> <ul> <li>Full range of knowledge of banking and call center products, services, policies and procedures including sales </li><li>Demonstrate resourcefulness in determining solutions for customer complaints </li><li>Ability to quickly identify what the customer is asking for and use the bank's knowledge base and other available information to accurately assist the customer </li><li>Ability to multitask and remain calm under pressure, especially during peak hours or intense situations </li><li>Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills </li><li>Knowledge of management principles and familiarity with company products, services, and policies </li><li>Solid coaching and leadership skills, ability to motivate employees </li><li>Ability to use a customer first mentality and make the client feel supported and valued </li><li>Decisiveness and attention to detail skills </li><li>Proficiency with necessary technology, including computers, mobile devices, software applications, phone systems, etc. </li><li>Proficient skills in using MS Excel, Word, Outlook </li><li>Ability to maintain predictable and reliable attendance </li></ul> <p>EDUCATION*</p> <ul> <li>Minimum of a High School degree or equivalent required; Associate's degree in a relevant field preferred </li></ul> <p>EXPERIENCE*</p> <ul> <li>Minimum of three (3) years of relevant experience in a supervisory role in a call center required, preferably within a bank environment </li><li>Equivalent education and experience will be considered </li></ul> <p>PHYSICAL REQUIREMENTS</p> <p>While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or type; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.</p> <p>WORKING CONDITIONS</p> <p>This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.</p> <p>AFFIRMATIVE ACTION</p> <p>Security National Bank provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.</p>