Manager Universal Banking Center

Responsibilities

• Improve processes, methods, procedures and coordinating activities with other internal and external business partners.
• Manage all levels of Universal Banking agents to provide front line client support via video connections, web chat, email, phone, and other electronic communications (e.g., web chat, fax, etc.).
• Supervise Universal Banking agents to provide front-line client support regarding teller transactions, digital banking, bill payment, digital Banking, alerts, electronic statements, general banking inquiries and transactions, and perform account maintenance functions.
• Lead the team by example and through clear communication of, and adherence to, defined company and departmental quality standards, codes of conduct and professionalism.
• Ensure that all transactions for the center are conducted in accordance with bank methods, procedures, and quality standards.
• Manage the daily, weekly, monthly, and annual reporting functions for the Universal Banking channel to deliver operational, management, and ad hoc reporting and business analysis.
• Provide back up for all universal banking support functions.
• Complete all personnel actions to include timely timecard approvals, annual evaluations and merit actions, performance coaching, counseling, career development.
• Define, manage, and ensure delivery of the department training curriculum for new hires and additional training / re-training to support new processes, products, and universal banking functions and capabilities.
• Support other departments (retail branches, client care, client relations) for client service issues and escalations.
• Manage the identification, development and delivery of new / improved processes related to universal banking and other internal partners (compliance, client care, lending, etc.) to ensure requests are processed in a compliant, efficient, and accurate manner.
• Work among a team of client-facing associates who are required to exhibit a strong professional and client-focused orientation in all client interactions.
• Ensure client experience is “fast, easy, and personal” consistent with Company client service standards.
• Lead the department in meeting operating goals and objectives through leading by example and adherence to quality standards, codes of conduct and professionalism.
• Maintain a professional and presentable appearance in all internal and external client interactions.
• Develop a Sales strategy to cross-selling clients over Glia chat.
• Train new and existing staff on Sales strategy/sales techniques using Glia chat platform.
• Provide community education outreach to fulfill CRA commitments as directed by the Company.
• Be a digital expert in educating clients and associates in our digital banking platform.
• Observe and coach through role play, mentoring, and motivating staff on a consistent basis through weekly O3 meetings and as needed for improvement of individual performance.
• Support other departments (retail branches) for UBC/Digital client service issues and escalations.
• Supervises others, including interviewing, hiring, coaching, scheduling, counseling, motivating, training, preparing, and delivering performance evaluations, preparing and delivering discipline, and terminating, when appropriate.

Qualifications

• Self-starter who is comfortable interacting with clients through a video link, web chat, secure email, phone, and other forms of written and digital communications to complete banking transactions, provide client service and support and recommend other products and services.
• Trained and experienced in providing exceptional client service and banking operations.
• Ability to train, coach and develop a team consisting of various levels of banking experience.
• Experience leading the day-to-day operations of a blended video teller and client care team consisting of supervisors, shift leads, and universal agents (toggling between various modes of client communication and task assignments).
• Experience managing all levels of Universal Banking agents to provide front line client support via video connections, web chat, email, phone, and other electronic communications (e.g., web chat, fax, etc.).
• Experience supervising Universal Banking agents to provide front-line client support regarding teller transactions, digital banking, bill payment, digital Banking, alerts, electronic statements, general banking inquiries and transactions, and perform account maintenance functions.
• Experience leading the team by example and through clear communication of, and adherence to, defined company and departmental quality standards, codes of conduct and professionalism.
• Experience managing the daily, weekly, monthly, and annual reporting functions for the Universal Banking channel to deliver operational, management, and ad hoc reporting and business analysis.
• Experience providing back up for all universal banking support functions.
• Experience completing all personnel actions to include timely timecard approvals, annual evaluations and merit actions, performance coaching, counseling, career development.
• Experience defining, managing, and ensuring delivery of the department training curriculum for new hires and additional training / re-training to support new processes, products, and universal banking functions and capabilities.
• Experience supporting other departments (retail branches, client care, client relations) for client service issues and escalations.
• Experience managing the identification, development and delivery of new / improved processes related to universal banking and other internal partners (compliance, client care, lending, etc.) to ensure requests are processed in a compliant, efficient, and accurate manner.
• Experience working among a team of client-facing associates who are required to exhibit a strong professional and client-focused orientation in all client interactions.
• Experience ensuring client experience is “fast, easy, and personal” consistent with Company client service standards.
• Experience leading the department in meeting operating goals and objectives through leading by example and adherence to quality standards, codes of conduct and professionalism.
• Experience maintaining a professional and presentable appearance in all internal and external client interactions.
• Experience developing a Sales strategy to cross-selling clients over Glia chat.
• Experience training new and existing staff on Sales strategy/sales techniques using Glia chat platform.
• Experience providing community education outreach to fulfill CRA commitments as directed by the Company.
• Experience being a digital expert in educating clients and associates in our digital banking platform.
• Experience observing and coaching through role play, mentoring, and motivating staff on a consistent basis through weekly O3 meetings and as needed for improvement of individual performance.
• Experience supporting other departments (retail branches) for UBC/Digital client service issues and escalations.
• Experience supervising others, including interviewing, hiring, coaching, scheduling, counseling, motivating, training, preparing, and delivering performance evaluations, preparing and delivering discipline, and terminating, when appropriate.