Customer Service Manager

Job Title: Customer Service Manager Location: Rice Lake, WI Description: Full-time Primary Responsibilites Manage and oversee daily customer service activities. Monitor and document errors to ensure efficiencies and reduce errors. Responsible for ensuring compliance is adhered to for customer service-related policies, procedures and standards. Ensure that customer service staff are also in compliance. Knows all features and benefits of the Bank's service and products. Ensure that staff is trained. Recruit, train, coach, and motivate customer service staff; create schedules, manage and evaluate performance. Acts as an escalation point for customer complaints, answering complex inquiries and solving problems relating to the Bank's products and services. Train or arrange training for employees relating to their job duties or in company policies, procedures. Works together with Management to ensure compliance and training needs are being met. Identify recurring issues in support processes and implement policy changes to improve the overall customer experience. Interpret and communicate company policies and procedures to customer service employees. Assist customers with accounts - opening personal and business accounts including checking, savings, money market, IRAs, HSAs, CDs, and IntraFi. Assist customers with banking services - including personal and business safe deposit boxes, online and mobile banking, mobile and remote deposit, bill pay, overdraft protection, phone banking, and managing account, debit card and travel alerts. Assist customers with debit/ATM cards including ordering and cancelling cards, lost and stolen cards, processing customer transaction disputes, travel exemptions, limit increases, CAMS alerts, and related reports and customer questions. Assist internal and external auditors, internal Bank personnel with any compliance requests for exams or audits. Work with staff to complete year end tasks (reporting, filing, mailings, etc.) Represent the Bank at local events and build referral networks. Other duties/projects as assigned Qualifications An associate or bachelor's degree in finance, business or related field. A minimum of 5-7 years of customer service experience, preferably in banking. This individual will have 5 plus years of management experience. Individuals must have strong leadership and communication skills and a thorough understanding of banking regulations. Intermediate computer skills, working knowledge of Microsoft Office Excellent customer service skills, and the ability to prioritize and perform a wide variety of tasks. The ability to complete work with accuracy, uphold strict confidentiality requirements, model a professional appearance/demeanor and demonstrate proficient verbal/written communication is necessary. #J-18808-Ljbffr