This position is responsible for developing the project to start and lead the Customer Service Contact Center and Problem Resolution Groups for retail and business customers for the Bank. This key leadership position contributes to the strategy and execution for the customer sales and service experience through direct interaction with all areas including; Operations, Channels, Vendors and Technology that support all deposit, lending and product groups. This leadership position will include a team of 4 direct reports responsible for Procedure/Knowledgebase/Communication, Contact Center technology support, Scheduling/Staffing, Customer Service Supervision and Reception. This position team will interact with various operational and front line areas to drive results using strong relationship and influence skills. This leader and their team of employees will have direct impact on over 60k customers (3 million Interactions/year affecting 70% of the customer base). In addition, this leader will provide project implementation support in conjunction with PMO for various complex /critical projects including the start up of the contact center. They will plan and work with the PMO on various projects through the entire lifecycle, ensuring delivering on time with a focus on both, cost and quality. The leader will also lead the start up and management of a central knowledge base system that supports both internal employees and external customers through superb communication and integration of a myriad of decentralized processes into one coherent data model with full search and Q&A capabilities. This individual will be working directly with multiple vendors and influence every team in the bank to coordinate and provide execution of key projects, superior customer service by telephone/email/text with a high touch community bank execution.
Leads the implementation of the Contact Center, coordinating all efforts between, vendors, product, quality, sales, compliance, legal, fraud, HR and IT to support the implementation of a center and changing business demands and provides for incremental contribution to the bank strategy.
Work with system providers to utilize applications to fullest capacity, streamlining processes and procedures, ensuring accuracy and compliance. Analyze, prepare, train for periodic updates to system software, testing and verify that enhancements are working correctly. Assist with system parameters and design to meet the needs of multiple departments. Manage user security access.
Provides support to all Retail and Digital Branch customers within the footprint to ensure a superior customer experience, driving results, and coaching and mentoring employees using contact center best practices. Responsible for building capabilities, developing organization structure and processes to ensure implementation and customer service targets are met. Provides customer inbound and outbound telephone support as needed.
Utilizes Key performance indicators to manage and optimize processes for an efficient contact center operations function.
Develops and delivers Knowledge base for Bank to support new contact center, and all internal employees as well as external customers with full search of key word capabilities, integrated policy and procedure and FAQ’s.
Adheres to all State and Federal Banking Regulations, receive and research new regulations, policies and procedures and implement them. Ensure current knowledge on compliance and regulations by attending seminars and reading available industry information. Ensure necessary changes or recommendations have been implemented as directed.
Participates in the review and recommendations of operational systems and updating departmental procedures as needed. Ensures compliance with all laws and regulations while minimizing fraud.
Responsible for timely preparation of monthly report of activities and quality delivered.
Interviewing, hiring and training employees; planning, assigning, and directing work; employee performance management; addressing complaints and resolving problems.
Successfully interact with operation staff to improve high quality, accurate and efficient operating environment.
Manages Vendor contracts and relationships
EXPERIENCE AND SKILLS:
Bachelor’s degree in business administration, finance, or a related field preferred and/or equivalent work experience.
Ten years in a contact center management position within a financial institution. Multichannel distribution preferred.
Detailed knowledge of all financial products, including; residential, commercial, and consumer deposit and loans, credit and debit cards, digital banking, and all supporting products and services.
Experience in solving practical problems and deal with a variety of variables in situations where only limited standardization exists.
Experience in developing, training, leading, inspiring and motivating teams
Display Leadership through flexibility and dependability by being at work as scheduled and providing reasonable notice when that is not possible. Demonstrate dedication to excellence by being accountable, determined, and positive. Actively contribute to NB’s mission creating a welcoming, professional and customer service driven bank culture.
Demonstrated leadership and organizational skills with a focus on customer service.
Used to working a demanding, constantly changing and fast moving organization
Strong knowledge of training, quality and performance management process.
Extensive knowledge of contact center ops in a holistic and comprehensive way (staffing, scheduling, capacity planning, recruiting, training, attendance, routing, call handling, scripting, application design, customer engagement, closing, issue resolution, after-call work, incentives, goal setting, performance management, policies and procedures, internal communications, career pathing, recycle training, rewards and recognition, behavioral tracking,).
Possesses strong verbal and written communication skills and interpersonal skills.
Knowledge of bank and department-related financial services regulations and compliance.
Strong knowledge of the bank’s products and services.
Ability to adhere to Needham Bank’s Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)
Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.
Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.
About Needham Bank
Our community, our customers, and our employees are our top priority. We have experienced tremendous growth over the last few years and continue our work to bring the very best in banking to our satisfied customers. With the addition of new branches, new products, and new services, we are seeking to build our team with talented experts in almost every area.
If you have been thinking about a career in banking, we believe you will like working with us. We have a dynamic team, amazing benefits, and we make a difference in every community we serve.