Assistant Customer Service Manager (ACSM)

Job Summary:

The Assistant Customer Service Manager (ACSM) plays a vital role in enhancing customer satisfaction and driving the operational success of our branch. This position serves as a liaison between customers and staff, ensuring effective communication and outstanding service delivery with a positive impact on customer loyalty and retention.

Key Responsibilities:

• Assist the Customer Service Manager in supervising daily branch operations and maintaining high service standards.
• Engage with customers to resolve inquiries and complaints efficiently, fostering a welcoming environment.
• Train, mentor, and develop team members to ensure exceptional service and adherence to company policies.
• Monitor and evaluate team performance, providing constructive feedback to enhance overall service quality.
• Implement strategies to meet branch goals and improve customer satisfaction scores.
• Ensure compliance with all regulatory requirements and internal policies during customer interactions.
• Coordinate the scheduling and staffing of the customer service team to meet customer needs effectively.

Requirements:

• High school diploma or equivalent; Bachelor’s degree in Business Administration or related field preferred.
• A minimum of 2 years of experience in customer service or banking, with demonstrated leadership capabilities.
• Strong interpersonal skills with the ability to communicate effectively, both verbally and in writing.
• Proficient in using customer service software and Microsoft Office Suite.
• Exceptional problem-solving skills and a customer-focused attitude.
• Ability to work in a fast-paced environment while managing multiple priorities.
• Willingness to work flexible hours, including weekends and holidays, as needed.

Preferred Qualifications:

• Experience in a supervisory role within the financial services industry.
• Certification in Customer Service Excellence or similar qualification.
• Knowledge of banking products and services to assist customers effectively.
• Proven track record of achieving customer satisfaction and sales-oriented goals.

Benefits:

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation and personal days.
• Retirement plan with company matching contributions.
• Continuous professional development and training opportunities.
• Employee discounts on banking services and products.
• Supportive work environment that promotes work-life balance.