Solution Center Manager

Work Location:

2416 Philadelphia Street

Indiana, Pa 15701

Work Hours:

Monday - Friday 7:00 am - 7:00 pm
Saturday 8:00 am - 3:00 pm
Sunday 10:00 am - 3:00 pm

(Additional hours as needed to fulfill the needs of the department).

Function: Responsible for the effective and efficient operations of the Solution Center.

Duties and Responsibilities:

• Ensure the Solution Center maintains a high customer satisfaction and quality assurance culture mitigating risk.

  • Responsible for managing schedules, operating policies and procedures.

  • Analyze data to make recommendations regarding improved operating systems and procedures, changes in employment including working locations, staffing levels, recruiting, training and performance.

  • Assist personnel in maintaining a working knowledge of each function and role.

  • Consistently evaluate data and performance to improve processes, forecast volumes and ensure resources are allocated properly to maximize efficiency, experience and quality.

• This role is accountable to achieving Solution Center service level agreements (SLAs), and they must take proactive and reactive steps to improve SLAs as needed.

• Oversee the research performed to resolve complaints or concerns with relationships. Engage when appropriate, including in escalated situations.

• Promote a 'can-do', people forward culture living our values by being 'hands on' while coaching through observations and staff meetings.

• Monitor customer service, call volumes and service metrics daily. Provide updates to executive management as needed.

• Lead and monitor expected customer service conversations to proactively look for opportunities to assist customers as needed with additional products and services.

• Responsible for overall performance in Solution Center scorecards

• Oversee the Quality Control Evaluation process for all Solution Center employees to ensure compliance & customer service levels are met.

• Review and approve/deny account adjustment entries within higher levels of authority, including refunds of fee's when appropriate; Review and decision mobile deposits, bill pay and external transfer requests above the team's limits.

• Ensure all assigned reconcilements with areas of responsibility are performed, in accordance with job function and corporate policies.

• Develop, implement and execute the department's business plan in conjunction with bank's goals and objectives.

• Acts as the compliance liaison, attends Audit meetings / walkthroughs and responds to audit / risk concerns when necessary.

• Acts as the Disaster Recovery and Business Continuity leader for the Solution Center attending corporate meetings.

• Manages the Phone System and works with vendors and IT for changes / testing and enhancements.

• Attends bank meetings and disburses information gathered as appropriate through daily, weekly and monthly communications to the Solution Center team.

• Coach and mentor managers and employees through 1:1's and leadership meetings.

• Reviews exceptions as needed pertaining to service-related items.

• Works with the team to partner appropriately throughout the bank supporting the company values and drivers.

• Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization. Regularly promotes Solution Center capabilities across the organization.

• Assume additional responsibilities as required.

Education:

Requires a four-year college degree or equivalent.

Experience:

Five to ten years of general experience and five to ten years of specialized experience including a combination of specific banking and call center experience preferred.

Physical Demands:

Operates a keypad device: 20% of the day; operates electronic equipment: 40% of the day; operates office equipment: 10% of the day. The primary parts of the body involved in performing these tasks are the fingers, thumbs, hands, wrists and elbows. Requires the use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18"-20" for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range: