Customer Support Manager

Decorah Bank & Trust Leadership & Service to Others * Growth Mindset * Teamwork * Have Fun!
We are currently seeking a full-time Customer Support Manager to lead our Customer Support department. Decorah Bank & Trust is family and employee owned. Our mission to help people achieve their financial dreams.
We have an excellent benefit package including health insurance with employer HSA contribution, dental insurance, life insurance, short and long term disability, 401k and Employee Stock Ownership Plan, PTO, Paid Holidays, and much more!
The purpose of the Customer Support Manager position is to create exceptional customer experiences by developing and supporting customer support staff, helping them to identify customer needs in an accurate and timely manner and provide exceptional customer service.
The primary objective is to be an effective leader for the department, ensuring a high standard of customer experience and compliance, and maintaining efficient department operations.. This person will be required to understand and troubleshoot all functions in the department and will have regular customer support responsibilities in addition to leading the team. This position must demonstrate the ability to understand and maximize use of CSR related technology including core, teller, digital banking, and debit card platforms.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Customer Service

• Performs all normal customer support duties as a back-up which include but are not limited to cashing checks, taking deposits and loan payments, buying and selling currency, and customer service relating to debit cards, online banking, wires, and miscellaneous customer inquiries.

Administrative

• Responsible for maintaining adequate cash supply, balancing coin machines, vault, and cash recyclers.
• Monitors offages and helps resolve teller errors.
• Maintains adequate staffing, PTO requests, and timecards.
• Track and monitor key performance metrics.
• Maintain up-to-date department procedures.
• Equipment troubleshooting and maintenance.

Management

• Coaches and trains department on various aspects of the job; such as maintaining high customer service standards, problem resolution, proper procedure, enthusiasm, confidence, and professionalism.
• Maintains a positive, upbeat atmosphere within the department.
• Ensures compliance with established procedures and practices.
• Directs employee training to ensure staff demonstrate competency in required tasks.
• Is responsible for training and development within the department, including both new and seasoned employees.
• Focuses on growth and development of team - both for their role in Customer Support and setting them up for success in future roles when applicable.
• Ensures department is using its systems and technology effectively and identifies opportunities for customer service improvement, policy and procedure enhancement and risk control in customer support.
• Advises CSRs on procedure for handling customer inquiries and complaints.
• Handles escalated customer support complaints from the team.

Miscellaneous

• Assist and support other bank functions outside the normal scope of duties as needed to contribute to the overall success of the organization.

Supervisory Responsibilities:

• Directly supervises employees in the Customer Support Department and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Interviewing and training employees
• Planning, assigning, and directing work
• Appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Must embrace change and see it as an opportunity
• Must be willing to express and support management's ideas to affected staff

Requirements

Reasonable Accommodations Statement: To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation(s) may be made to help enable qualified individuals with disabilities to perform the essential functions.

Education and Experience:


Bachelor's degree and 12 to 18 months of related experience and/or training preferred; High school diploma or general education degree (GED) and 12 to 18 months related experience and/or training required; or equivalent combination of education and experience.

Certifications, Licenses, Registrations, Other Training:


Willingness to attend bank-related training and/or schooling as opportunities arise.


Competencies:


• Integrity & Trust - Demonstrates honesty, consistency, accountability, and ethical decision-making while building trust with employees, customers, and stakeholders.

• Communication - Shares information effectively, listens actively, and adapts communication to meet the needs of different audiences.

• Accountability - Takes ownership of results and creates a culture where commitments are met and performance expectations are achieved.

• Developing Others - Invests in employee growth, coaching, and succession planning to strengthen organizational capability.

• Strategic Thinking - Understands organizational priorities and makes decisions that support long-term success.

• Change Leadership - Leads and supports change while maintaining engagement, resilience, and operational effectiveness.


• Collaboration - Builds strong relationships and partnerships that support organizational success.

• Customer & Community Focus - Demonstrates commitment to serving customers, communities, and employee-owners with excellence.

Required Skills & Abilities:

Language Skills - Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Mathematical Skills - Ability to work with and apply mathematical concepts such as adding, subtracting, multiplication, and division in all units of measure, using whole numbers, common fractions, and decimals.


Reasoning Ability - Ability to solve practical problems and deal with concrete variables.

Other Skills & Qualifications:


• Proficient with Microsoft Office Suite and/or related software.


• Ability to work with many applications and software programs.


• Excellent customer service skills.

• Ability to multi-task and meet deadlines.

• Strong organizational skills.

Physical Demands:


• Regularly required to use hands and fingers.

• Regularly required to talk and hear.

• Frequently required to sit and stand.

• Occasionally exposed to outside weather conditions.


• Occasionally lift and/or move up to 10 pounds.


Work Environment:


• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts.


• The noise level in the work environment is usually moderate.

• Exposed to potentially hazardous conditions, due to the threat of robbery and/or hostage situations.