Bank of the San Juans Grand Junction, CO, USA
Jul 19, 2018
Job Description The Call Center/Operations Manager is responsible for managing activities for the Call Center and ensuring customer service objectives are well supported. Oversees the training of new personnel. Ensures professional relations exist with customers and reporting and informational needs are met. Summary DUTIES AND RESPONSIBILITIES: Essential Functions Manage direct reports to maximize productivity, efficiency and the potential of the human assets of the company including hiring, directing job assignments, monitoring staff performance, coaching, counseling, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for staff compensation, promotion and termination as appropriate. Provides support for branch operations personnel regarding questions and clarification relating to policies and procedures. Actively participates in cross-training personnel and make sure staff is kept abreast of all products and service knowledge. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures Call Center operations further Company strategic plans and are in accordance with established policies and procedures. Ensures the accurate reporting of Call Center activities to Senior Management. Ensures all department files are current, accurate, and well maintained. Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements training programs as appropriate. Ensures that Operations Support Specialist are thoroughly trained in all Company products and services. Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Additional Responsibilities Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Adhere to Bank of the San Juans Company Core Values. Keeps management appropriately informed of area activities and of any significant problems. Participate in Community Service and Bank sponsored activities that serve and support the mission and values of the Bank of the San Juans. Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel). Complete required bank and BVS training courses within assigned time frame(s). Represent Bank of the San Juans in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy. Attends and participates in meetings as required. Additional duties as requested or assigned. QUALIFICATIONS: A high school degree or GED is required Two to Five years of similar or related experience, including time spent in preparatory positions KNOWLEDGE, SKILL, ABILITY: Thorough knowledge of BSJ services and products. Understanding of related legal and regulatory requirements. Familiarity with GBCI policies and procedures, and BSJ guidelines Excellent written and verbal communication skills. Excellent supervisory and training abilities. Ability to manage remote employees. Superior customer service skills. Ability to work quickly and accurately in a professional manner. Ability to resolve conflicts. Ability to understand, interpret, and enforce policies and procedures. Detailed orientated and organized. Professional appearance, dress, and attitude. Solid math skills. Ability to operate related computer software and business equipment including 10-key, money counters, online Teller terminal, personal computer, fax machine, and telephone WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms. The employee may also be required to: Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation. Specific lifting abilities required by this job include: Exert up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes. Company Description Our people are our most valuable asset. We seek qualified employees who enjoy people, are innovative and who are eager to learn. We, in return, provide opportunities for personal advancement and professional growth. Our banks serve individuals, small to medium-sized businesses, community organizations and public entities. We pursue a community banking philosophy, emphasizing personalized service combined with the full resources of a larger banking organization. Our organization offers an extensive benefits package that includes, but is not limited to, medical, dental, vision, health rewards program, Employee Assistance Program (EAP); life insurance; retirement plan (up to 3% employer match, 3% safe harbor contribution, and profit sharing); discounted banking products and services; paid vacation, paid holidays and sick leave. Glacier Bancorp, Inc. is a regional bank holding company headquartered in Kalispell, Montana with assets greater than $10 billion, operating in 15 divisions across 7 states. We operate in over 80 communities with more than 130 banking offices in Montana, Idaho, Colorado, Utah, Washington, Wyoming, and Arizona. The Glacier Bancorp Family of Banks: - Glacier Bank of Kalispell - First Security Bank of Missoula - First Security Bank of Bozeman - Valley Bank of Helena - Big Sky Western Bank of Bozeman - Western Security Bank of Billings - First Bank of Montana, Lewistown - Mountain West Bank in Idaho, Utah and Washington - 1st Bank in Wyoming and Utah - Citizens Community Bank of Idaho - Bank of the San Juans in Colorado - First Bank of Wyoming - First State Bank in Wyoming - North Cascades Bank in Washington - Foothills Bank in Arizona - Collegiate Peaks Bank in Colorado We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws.