Recognizing and valuing diversity strengthens our ability to attract, retain and engage associates and reinforces our relationship within our communities. Our associates are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge and talent that our associates invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.
A Centier Associate is someone who embodies a servant heart, is unaccepting of anything less than remarkable service, and is self-motivated and driven to deliver exceptional results.
What are our values? Our Corporate values are Caring, Loyalty, Integrity, Friendship, Fun....who wouldn't want to work for an AWARD-WINNING company that's built on these pillars?
What about the perks? Access to our Marathon Health Clinics which provide FREE visits & prescriptions, Generous Paid Time Off benefit, Tuition Reimbursement, 401K match, Associate Stock Ownership Plan, Daycare Reimbursement, FREE Onsite Fitness Center/Fitness Reimbursements, Health and Wellness Programs, the ability to have a voice with our Diversity/Equity/Inclusion Council, Career Growth, Work/Life Balance, AND MORE.
Supervisory Responsibilities: Manages a team of Client Solutions Center Specialists/Senior Specialists
Summary: The Client Solutions Center Team Leader is responsible for the overall performance of the CSC Specialists/Senior Specialists, especially as it relates to digital account opening, ensuring that departmental goals and bank-wide objectives are being met or exceeded by each team member. This position proactively participates in the servant sales process as directed by management and helps to implement sales tactics to enrich lives as a financial guide for an even better tomorrow.
Essential Duties and Responsibilities:
Leadership and Management
- Leads and motivates based on Centier’s Mission, Essential of Excellence, and Values
- Effectively manage and support a diverse team comprised of on-site, telecommuter and hybrid associates, ensuring business continuity while maintaining a unified department culture and overall high associate morale.
- Ability to use independent judgment and safe and sound decision making to limit risk to both clients and the bank.
- Meet with CSC Manager on a weekly basis to plan, strategize, and review team performance.
- Assist the CSC Specialists/Senior Specialists with client situations by offering guidance and solutions.
- Actively participate in weekly staff meetings to discuss issues, trends, etc. and communicate necessary information.
- Actively assist in the performance management of the CSC Specialists/Senior Specialists, including performance reviews, salary recommendations, coaching, action plans, schedules, hiring, discipline, termination and maintain an equitable bonus/incentive program.
- Comply with BSA/AML/OFAC regulations and guidelines while identifying and reporting any type of suspicious activity or clients to management and/or the Security Department.
- Create a Best Place to Work environment through recognition, rewards and celebrations of individual and team successes and accomplishments.
Productivity/Efficiencies
- Remain up to date on current and emerging trends and technologies and how they can be incorporated in the digital client experience. Ensure CSC Specialist/Senior Specialists are aware of trends through training and coaching.
- Continuously evaluate processes and technology, recommending process improvements and the necessary software to gain efficiency and/or enhance user experience.
- Ensure bank policies and standard operational procedures are consistently and uniformly applied throughout the department. Work with Retail Operations, Consumer Loans, Retail Sales, and Marketing, etc. to assist with questions, concerns, issues.
- Liaise with vendors and technical teams on digital account application and opening issues and enhancements.
- Serve as a CSI Admin expert when reviewing or making changes on a client’s online banking access.
- Review all fee waiver requests to determine if warranted and in line with Centier procedures.
- Review daily NSF reports and weekly Extended Overdraft and Zero Balance reports.
Training and Development
- Partner and coordinate with the CSC Educator to create and update job aides especially as it relates to digital account opening.
- Maintain and coordinate with the CSC Educator on the CSC SharePoint page to ensure all forms and procedures are current and pertinent.
- Keep team current on updates/information by providing training procedures.
- Monitor 2 onboarding calls per associate on a monthly basis.
- Conduct monthly coaching sessions for each team member and develop action plans to target and clarify service and sales behaviors as they related to individual, team, and departmental goals.
- Review Avannis surveys and coach team appropriately.
- Foster career development for each associate toward their fullest potential to make good use of their skills and abilities.
- Maintain organized and current files for each employee.
- Develop professional expertise through online courses, internal/external seminars, and trade-related publications.
Sales/Service
- Follow the Essentials of Excellence and exhibit the Corporate Values in both external and internal interactions.
- Assist team by personally handling client calls, emails, and chats during peak times; resolve escalated/difficult calls and diffuse angry clients as needed.
- Understand, promote, and advise on the bank’s products, services, and electronic delivery channels.
- Establish rapport with clients whether on the phone, virtually or via electronic communications, display a caring attitude, identify their needs, recommend, and explain solutions, handle objections, and ask for their business.
- Nurture and follow-up on leads for new and existing client relationships as well as conducting digital sales efforts to generate new business through telephone calls, emails, and chat.
- Perform client onboarding and outbound calls to follow-up on quality conversations and sales opportunities.
- Serve as a loan expert in department to assist Senior Specialists with installment loans, and act as loan associate as needed.
- Support a sales and service culture by holding self and team accountable for successful digital business development, relationship management and customer retention strategies.
- Refer clients to other lines of business within the bank and motivate your team to do the same.
- Refer clients to online account opening platform to open and fund accounts.
Other Duties and Responsibilities:
- The position responsibilities outlined above are not meant to be construed as encompassing. Other duties, responsibilities and qualifications may be required and/or assigned, as necessary.
Knowledge, Skills, and Experience:
- Excellent interpersonal, communication, and organizational skills
- Strong analytical and technical skills
- Advance knowledge of the banking industry and contact center activities
- Demonstrated ability to work within and develop a team environment.
- Display tact and a positive demeanor; is a positive and professional role model.
- Effective problem solver
- High attention to detail to ensure accuracy.
- Leadership experience with a successful record of coaching and mentoring associates to improved results.
- Initiative-taking and focused
- Excellent time management skills
- Excellent follow-up skills
Qualifications:
- Bachelor's degree preferred, preferably in a business-related field, or comparable related experience.
- 5+ years of combined experience between a contact center and banking.
- 3+ years proven sales experience.
What do I do now?
- Apply with us!
- Refer this opening to others!
Disability Accommodation Statement
Centier Bank is an Equal Employment Opportunity/Affirmative Action employer and is committed to providing reasonable accommodations to individuals with disabilities in the employment application process. If you need an accommodation due to a disability to use our online system to apply for a position at Centier Bank, please call us at 219-755-6160 or send us an email at hrcareers@centier.com.
Equal Opportunity Employer: Disability/Veteran
Centier Bank is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
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