Assistant Customer Solutions Center Manager

About the role

The Assistant Customer Solutions Center Manager (ACSCM) plays a pivotal role in ensuring the operational excellence of the virtual branch that is structured within a contact center environment. This includes maintaining rigorous security procedures, upholding strict audit controls, and ensuring compliance with regulatory guidelines. They oversee and optimize the sales, service, and operational facets of the virtual branch, ensuring a seamless and efficient customer experience. Building a high-performing team is a key aspect of this role, achieved through effective onboarding, coaching and development of branch team members. The ACSCM leads through influence and collaborates closely with various teams within the organization. Their proactive engagement with clients not only drives revenue but also cultivates loyalty and strengthens client relationships.

Essential Functions

• Collaborate, coach, and manage customer solutions center team to execute an aligned sales and customer experience strategy.
• Perform and manage all aspects of the Consumer Lending and Account Opening functions.
• Responsible for pipeline management and business results through formalized management routines and consistently inspects, supports, and coaches the branded sales process to proactively achieve sales target.
• Promote team atmosphere to ensure high quality levels of sales production and customer service.
• Demonstrate good judgement and decision making to serve the customer and protect the bank from loss.
• Identify and coach opportunities and make referrals to other areas within the Bank (e.g. Cash Management, Commercial Lending, Residential Lending, Wealth Solutions, etc.).
• Develop community relationships through social and/or bank sponsored activities.
• Accountable for oversight of virtual branch operations and audit processes to minimize risk and maintain compliance.
• Leads effective problem resolution inclusive of acting as point of escalation for branch team.
• Drives employee experience to include recruiting, training, coaching, and leading the performance management process.
• Responsible for the continued professional development of the branch team.
• Demonstrate proficiency with creating and analyzing reports. Provide phone support when needed, act as an escalation point of contact for complex customer needs.
• Complete other duties that may be assigned by management.

Required Education and Experience

• High school degree or GED required; Associates or Bachelor’s degree preferred
• 2–4 years of progressive retail banking experience inclusive of 1–2 years of people leadership experience
• Demonstrated ability to effectively lead the employee life cycle process
• NMLS registration required, or must be obtained within 6 months of role acceptance
• Maintain a high level of integrity
• Excellent listening, verbal and written communication skills
• Detail oriented, well organized and proficient in multitasking
• Excellent relationship building skills
• Act as a self-motivated team player
• Successful completion of all required Account Opening, Consumer Lending, IRA required training and obtainment of completion certificates and any other assigned training
• Must have a professional appearance and demeanor
• Participate and successfully complete all additional educational classes required by job function

Competencies

• ENB Operational and Functional Competencies
• ENB SET Competencies (Strategy, Execution, and Talent)

Supervisory Requirements

This position will have supervisory responsibilities.

Work Environment

This job operates in a professional work environment. This role routinely uses standard office equipment such as computers, monitors, mouse, keyboard, phones, printers, scanners, photocopiers, filing cabinets, calculator, and fax machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position may have long periods of standing.

Position Type and Expected Hours of Work

Days and hours of work vary based on the needs of the customer solutions center. Flexibility of schedule to meet business needs is required.

Salary

$54,167 – $78,000

Salaries may vary based on geographic location, market data, and individual skills, experience, and education. This role is incentive-eligible, with payment based on company, business, and/or individual performance.

Benefits

• Medical plans with prescription drug coverage
• Health savings account and/or flexible spending account
• Dependent care flexible spending account
• Dental and vision insurance
• Life insurance
• 401(k) program with employer match and Employee Stock Purchase Plan
• Paid time off programs including holiday pay, jury duty, and bereavement
• Disability insurance coverage and maternity and parental leave
• Educational assistance
• Robust wellness program with financial incentives

Travel

Some travel may be required.