Contact Center Assistant Manager

Job Description

Job Description

Join Mercantile Bank as a Full-Time Contact Center Assistant Manager based in Wyoming, MI or Alma, MI, where you can shape your future in a leadership role while working alongside an energetic team. This position offers the unique opportunity to be a problem solver and a coach, mentoring staff to achieve their best and fostering a culture of continuous improvement. This position is primarily in person with some potential of flexibility to work hybrid in an as needed basis after the initial training period. The Contact Center Assistant Manager is required to travel and support both the Alma and Wyoming offices.

Primary responsibilities:

• Work with and lead a team of bankers who are constantly providing excellent service to customers through various channels
• Be on the lookout for better ways to serve customers while solving problems that arise in the most efficient way possible
• Manage the process of documenting procedures and processes to drive consistency within the team

At Mercantile Bank, we value innovation and collaboration, making this the perfect place for those looking to thrive in their careers. Embark on a fulfilling journey that blends professional growth and a supportive company culture today!

Why Mercantile Bank?

Mercantile Bank was founded by entrepreneurs who believed building strong relationships and communities is accomplished through collaboration and innovation. It's more than being a financial institution, it's being a trusted ally and community partner. As Michigan's largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to our customers and community is at the core of all we do.

As an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best-in-class benefit options. With a minimum of 3 weeks' vacation, sick time, 11 paid holidays, generous 401k match of 5%, company paid life insurance, tuition reimbursement, IVF and adoption assistance, zero-interest loans for fitness equipment and business attire, discounted bank services, employee stock purchase plan, 529 savings plans, health savings accounts, flexible spending accounts, legal protection, exceptional training and development opportunities, and encouragement to connect with community through volunteer opportunities.

A Look into Your Day

You will play a pivotal role in delivering exceptional customer service while ensuring the efficient operation of our dynamic contact center. You will supervise staff and collaborate with the Contact Center Manager to implement innovative strategies, improve systems, and enhance processes. Your leadership will focus on developing and retaining a high-performing team, delivering coaching in sales, service, and operational excellence.

With an in-depth knowledge of our bank's products and services, you will communicate effectively, manage day-to-day operations, and lead by example in handling customer interactions, from opening deposit accounts to resolving issues. You will also ensure adherence to bank policies, recognize trends in customer communications, and actively contribute to creating a cohesive and customer-focused experience across all digital channels.

What We're Looking For

To thrive as the Full-Time Contact Center Assistant Manager at Mercantile Bank, you must possess a robust skill set tailored to a fast-paced banking environment. A minimum of three years of experience in customer service, preferably within banking, is essential. Your strong computer skills and ability to communicate processes clearly will enable you to effectively convey critical information to your team and customers alike. Proven leadership qualities are crucial as you will be responsible for managing and developing staff, fostering a collaborative atmosphere that drives operational excellence. Key competencies include exceptional verbal and written communication skills, sales and customer service aptitude, as well as analytical and problem-solving abilities.

You should be comfortable multi-tasking and meeting deadlines while maintaining composure in a dynamic setting. A two-year college degree or relevant specialized training will further support your ability to perform effectively in this role, ensuring customer satisfaction and operational efficiency at Mercantile Bank.

Requirements:

• Three or more year's related banking experience including customer service settings
• Strong computer skills
• Ability to multi-task and meet multiple deadlines
• Leading and managing a team of employees
• Effective and efficient communication skills (verbal and written)
• Sales and customer service skills
• Analytical and problem solving/resolution skills
• Operational with a proven ability to develop procedures
• Function well in a fast-paced and at times stressful environment

This position is a full-time, 40 hours per week position.

Hours may vary within these working hour time frames:

• Monday-Friday 7am-7pm
• Saturday 9am-1pm (Saturday Rotation)

This position is primarily in office with some potential of flexibility to work hybrid in an as needed basis after the initial training period. The Contact Center Assistant Manager is required to travel and support both the Alma and Wyoming offices.