Service Center Operations Manager

Service Center Operations Manager
Platte Valley Companies  

JOB SUMMARY:  
Manage a team of associates that are responsible for assisting customers with a wide range of banking inquiries. Oversees all aspects of the customer experience to ensure customers receive prompt, efficient, and high-quality handling via in bound phone calls, online banking messages, and other customer interactions.  

RESPONSIBILITIES: 
ESSENTIAL FUNCTIONS:
a.    Oversee the communication and bank card operations of the company.
b.    Supervise, guide and motivate a team to provide excellent customer service through multiple communication mediums. 
c.    Serve as a system administrator. 
d.    Generate reports on call, chat and ticketing volume; analyze that data to produce operational efficiencies for the company. 
e.    Act as the primary bank card resource for the company and hold responsibility in the area of debit cards, credit card servicing, merchant services and ATM management.  
f.    Participate in and Lead Special Projects. 
g.    Other duties as assigned. 

REQUIREMENTS:
Minimum Qualifications:
1.    Post high school education and/or five years’ experience in banking preferred. 
2.    Demonstrated supervisory experience preferred. 
3.    Strong leadership and management skills, with the ability to motivate and develop a high-performing team. 
4.    Math proficiency, aptitude, and ability to analyze data and interpret trends. 
5.    Demonstrated aptitude to handle sensitive operational transactions and customer relationships.
6.    Effective oral and written communication skills to ensure exceptional customer experiences. 
7.    Self-sufficient/self-starting.
8.    Ability to adjust to flexible hours.
9.    CRT/PC experience 
10.    Must be capable of working with and maintaining the confidentiality of sensitive information.    

Physical Requirements:
Light Work - exerting up to 20 pounds of force occasionally, and/up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Reaching, fingering, grasping, repetitive motions, stooping, crouching, standing, walking, lifting, climbing, kneeling, talking, hearing, pulling, pushing, thinking, concentrating and interacting with others.
You should be capable of performing in a reasonable manner, with or without reasonable accommodation, the activities involved in this job. A description of the activities involved in this job is listed above.

Machines Used:
Computer, scanner, debit card encoder, debit card printer, teller machine, typewriter, 10-key adding machine, check encoder, fax machine, copy machine, telephone.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  

An Equal Opportunity Employer, Including Disability/Vets