- Shelby Township, MI
What you'll be doing
- Assist and support the financial center manager (FCM) in leading associates to meet and exceed performance targets, ensuring the operational excellence of the center and creating an excellent customer experience. Responsible for daily implementation of the FCM directives, executing lobby leadership and observing the financial center team in action through the eyes of the customer. Additionally, Coach teams on the proper execution of key financial center processes while role modeling the desired behaviors. In the FCM absence, assume leadership responsibility for the financial center. Provide oversight on all operational activities including transaction accuracy and execution of operational leadership tasks. Assist the manager with resource management, operational excellence, managing partnerships, associate development and proficiency and building and retaining customer relationships. Assist with choreography of customer traffic including direct routing of preferred customers to specialists from either the lobby or self-service area to help drive overall one team revenue growth. Ensure customers are connected to the best financial resources to help them achieve their financial goals. Maintain the highest level of customer service in all actions and interactions. Leverage available resources and technologies (tablets, bank by appointment, etc.) to optimize the customer experience and serve companies customers with operational excellence and accuracy. Handle customer escalations; ensure enterprise complaint tracking is executed. Coach associates to be efficient and in compliance with established policies and procedures in customer service, operational procedures, transaction accuracy and customer engagement. Assist associates in handling more complex transactions and resolving issues that require an in-depth understanding of regulatory compliance and policy and procedural knowledge. Identify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans to correct issues. Ensure associate and customer safety.
What your background should be
- Proven results exceeding goals in a customer-centric, results-driven environment. Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals. Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction. Strong financial and business acumen including experience interpreting reports to drive performance. Proven record of balancing risk and making sound decisions while achieving business goals. Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building or deepening relationships and demonstrate a commitment to providing personalized service. Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results. Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills. Proficiency in computer skills and professional programs (for example, Microsoft Office).
Required Schooling / Training
- Undergraduate degree.
Who is the client company
- This is an American multinational banking and financial services corporation.
- If you are interested in this position, send your resume to firstname.lastname@example.org