Contact Center Operations Assistant

GENERAL PURPOSE SUMMARY Works closely with the Contact Center Supervisor to monitor and direct the day-to-day activities of the Customer Contact Unit (unit) to provide consistent and exceptional customer service and serves as primary backup in the absence of leadership. Provides direction, training, coaching, and mentoring to other unit employees; assists with the daily operations of the unit to ensure critical timelines are met, operational controls are in place, and daily functions are complete by performing the following essential duties and responsibilities: ESSENTIAL DUTIES AND RESPONSIBILITIES Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ensures customers and prospective customers are treated with the highest levels of courtesy and professionalism by routinely monitoring agent telephone conversations, providing coaching, and making recommendations for training as needed. Actively monitors status of incoming calls in the queue and abandoned calls on a real time basis to recommend necessary actions to keep customer service at an acceptable level. May analyze call center database reports to ensure staff are meeting established goals. Ensures team is adhering to the bank’s security procedures for customer identification and red flag identification. Notifies appropriate areas and takes immediate action if fraud is suspected or identified. Assists with building schedules, reviewing work produced by unit staff, addressing complaints, and monitoring and maintaining the integrity of the call center database. Analyzes current procedures and makes recommendations for modification of processes. Assists with creating or updating desk manuals and training materials. Participates in Bank initiatives as directed and provides subject matter expertise for processing changes. Answers customer inquiries from escalated calls or when needed to assist in day-to-day phone coverage for the Unit. Identifies customers’ banking needs and promotes bank’s products and services, ensuring recommendation aligns with customer-focus approach and supports the bank’s growth objective. Maintains subject matter expert (SME) level knowledge to provide technical support when assisting customers with debit and credit card cancellation and reissues, account disputes, placing stop payments, researching account transactions and supporting the bank’s digital services for bank customers. Keeps current with pertinent bank regulations, including but not limited to Reg. DD, Reg. E, Reg. CC, Bank Secrecy Act, Community Reinvestment Act, Right to Financial Privacy Act, FDIC Deposit Insurance and Reg. Z. Performs other work-related duties as assigned supervisor. COMPLIANCE EXPECTATIONS Ensure business unit’s operations comply with bank policy, procedures, and banking regulations (for business unit heads). Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time. Stay up-to-date on relevant laws and regulations. Ensure you and your delegates comply with the bank’s policies, procedures, laws, and regulations. Maintain customer confidence and protect the bank’s operations by you and your delegates identifying and protecting confidential information. SUPERVISORY RESPONSIBILITIES May supervise employees and serves as primary backup to unit supervisor. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.