Universal Customer Service Manager

Description

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee. 

JOB SUMMARY:

Under general managerial review: Manages all activities of the Universal Customer Service (UCS), the Switchboard and the campus receptionists, and the Telemarketing Services.

ESSENTIAL FUNCTIONS: 

1. Research new methods and technologies. Recommends automated solutions or changes to current operations procedures which improve responsiveness.                                                
2. Informs and trains staff in new policies, products and procedural changes.             
3. Functions as liaison to branches and other internal departments to secure resolutions of issues and respond to inquiries.                            
4. Directly manages the staff and activities of the outbound calling and the inbound telemarketing units.   
5. Monitors performance of staff providing management with regular reports to the quality and quantity of service provided. 
6. Recommends all salary, training and other personnel activities for subordinate staff.                       

Marginal Functions:

7. New FSA provides departmental training for Financial Sales officers and performs additional job-related duties as required.

MINIMUM KNOWLEDGE, PRIOR WORK EXPERIENCE, AND SKILLS NEEDED TO PERFORM JOB FUNCTIONS:

Progressively more responsible experience, to include managerial and/or supervisory responsibilities within an operational or new accounts area of a financial institution where incumbent has gained a working knowledge of various types of financial products and how they are serviced. Previous experience selling financial services and college level course in accounting or finance a plus. Must be PC literate and possess excellent interpersonal communication, organization, and leadership skills.

PHYSICAL DEMANDS:

Works for extended hours at CRT.

MENTAL DEMANDS:

Identify how changes to current policy and/or financial products will affect present operations.

Provide appropriate training to new personnel in an environment which has constant demands.

Assess work flow in various areas and shifts personnel to meet changing volumes. 

Research new technologies and identify if these "state of the art" processes are cost effective for our operations.

Maintain composure while responding to service requests from demanding clients.

EQUIPMENT USED TO PERFORM FUNCTIONS:

Telephone, PC, various Voice Response and data transmission systems, Fax Machine, photocopiers, and 10-Key.

DECISION MAKING: (Give examples of decisions and recommendation made by incumbent)

Identify and recommend best solution to improve current operations.  

Implement training programs to enhance the skill sets of each employee.

Determine budgetary requirements for the three areas.

SUPERVISORY RESPONSIBILITY: (List number of subordinates)

Directly Supervised: 15  

Indirectly Supervised: 76

EOE

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