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CAC Telephone Assistant Manager

Customer Assistance Center Assistant Manager? Telephone Team
Camden National Bankis a full-service community bank that offers an array of consumer and businessfinancial products and services, accompanied by the latest in digital bankingtechnology to empower customers to bank the way they want. The Bank providespersonalized service through a network of 60 banking centers, 76 ATMs, and lendingoffices in New Hampshire and Massachusetts, all complemented by 24/7 live phonesupport. We are dedicated to enriching the lives of people, helping businessessucceed and vitalizing the communities we serve. We offer outstanding benefits,training and development programs as well as a rewarding culture thatencourages a healthy work-life balance.
Summary
This position is responsible for workingwith the Customer Assistance Center (CAC) Manager at ensuring departmentprofitability, efficient operations, and successful achievement of thedepartment's goals and strategic plan. Theessential functions are noted below; however, at Camden Nationalresponsibilities may evolve over time given organization, technological and/orstaffing changes. At any point otherduties may be assigned.
Essential Duties andResponsibilities includethe following.
Supervisesa team of telephone agents through all aspects of the managerialprocess. Is accountable for coaching, recommending and documentingperformance actions, documenting attendance, assisting in hiring decisions,accountable for all types of training and improving morale.
Assistwith managing staff levels and scheduling to ensure customer calls are handledin a manner consistent with the Company's Service Level Agreement and meetcustomers' needs/demands in an effective and efficient manner.
Overseesand is directly accountable for a team of telephone agents in performing allaspects of customer service activities. Monitors team's customer servicecalls to observe demeanor, product knowledge, technical accuracy, andconformity to company policies. Holds coaching sessions to update the telephoneagent on findings; improvement plans are discussed and documented.
Maintainsa qualified team that can provide one call resolution to the customer wheneverpossible. Assists in promoting andmarketing the CAC to effectively off-load call volumes from the branches andother areas of the bank.
Createsand maintains a sales focused environment for inbound and outbound callopportunities. Manages staff to be surethey are embracing the department's sales culture and that all in the teameffectively identify customers'' needs and refer financial products andservices. Responsible for developingboth inbound and outbound sales campaigns and promotions.
Workclosely with others in the organization on project committees affecting theCAC.
Develop,champion and implement strategies to meet key performance indicators whilehelping others in the CAC to embrace and react to change positively. Maintainsharmony among team members and resolves grievances. Works to promote apositive work environment, improve morale, listening to telephone agents,acting on requests and treating each in a respectful, appropriate andencouraging manner to promote a strong team environment.
Responsiblefor a variety of support functions such as handling escalated customer issuesand complaints, and troubleshooting unique situations balancing customer needwith bank risk. Will step in to fill any duties of a telephone agent whenneeded. Resolve high level and sensitive customer complaints. Documents and reports to management in atimely manner.
Supervisory Responsibilities
Thisposition will directly supervise all employees with primary responsibility forresponding to incoming call volume. Carries out supervisory responsibilities in accordance with theorganization's policies and applicable laws. Responsibilities include assisting the CAC Manager with interviewing,hiring, and training employees; planning, assigning, and directing work; appraisingperformance; processing payroll, rewarding and disciplining employees;addressing complaints and resolving problems.
Qualifications To perform this job successfully,an individual must be able to perform each essential duty satisfactorily. Therequirements listed below are representative of the knowledge, skill, and/orability required. Reasonable accommodations may be made to enable individualswith disabilities to perform the essential functions.
Education and/or Experience
Associate'sdegree or equivalent from a two-year college or technical school; or two tofour years related experience and/or training; or equivalent combination ofeducation and experience required.
Position requires knowledge in a specialized area. Customer service experience is a must. Provenexperience in a supervisory role including demonstrated team building skills.Proven ability to work effectively in a dynamic environment while consistentlymeeting strict guidelines, procedures and deadlines. Working knowledge offinancial, and/or technical practices required to fulfill the diverserequirements of the position.
Language Skills
Abilityto read and comprehend simple instructions, short correspondence, andmemos. Ability to write professionalcorrespondence both internally and externally with customers. Ability to effectively present information inone-on-one and small group situations to customers, clients, and otheremployees of the organization. Positionrequires the ability and initiative to influence and persuade others. Obtaining cooperation and trust at all levelsof the organization is an important part of the job.
Mathematical Skills
Abilityto add, subtract, multiply, and divide in all units of measure, using wholenumbers, common fractions, and decimals.
Reasoning Ability
Abilityto apply common sense understanding to carry out detailed but uninvolvedwritten or oral instructions. Ability todeal with problems involving a few concrete variables in standardizedsituations. Overall company policies andregulations provide guidance for independent judgment. Identifies and resolves issues for adepartment independently.
Other Skills and Abilities
Excellent communication skills (both verbal andwritten).
Experience with customer relations.
Sales skills and cross-selling ability.
Ability to utilize PC, including Word and Excelprograms. High technical ability as thisposition concentrates on supporting and selling online, mobile and telephonebanking systems.
Possesses good judgment, accuracy, and the abilityto work in a fast-paced environment.
Self-motivated and team player.
Ability to analyze complex problems and weighoutcomes.
Physical Demands The physical demands described hereare representative of those that must be met by an employee to successfullyperform the essential functions of this job. Reasonable accommodations may bemade to enable individuals with disabilities to perform the essentialfunctions.
Whileperforming the duties of this Job, the employee is regularly required to sitand talk or hear. The employee is occasionally required to stand; walk and usehands to finger, handle, or feel. The employee must occasionally lift and/ormove up to 25 pounds.
Work Environment The work environmentcharacteristics described here are representative of those an employeeencounters while performing the essential functions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.
The Customer Assistance Center is a fast-pacedenvironment with extended hours. Candidates must able to work a flexibleschedule including some Saturdays. Thenoise level in the work environment is usually moderate to high. ,
Employment with Camden National is on an at-will basis, meaning employment is not guaranteed for any specific period of time, and any employment relationship established may be terminated by either party at any time, for any reason, with or without notice. Completion of an employment application is not a contract, express or implied, guaranteeing employment. Camden National Bank is an Equal Opportunity Employer and does not discriminate on the grounds of race, color, religion, sex, sexual orientation, including gender identity and gender expression, national origin, citizenship status, age, disability, genetic information or veteran status.

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