Bank of the West
Description What sets Bank of the West apart from other banks is our team members\u2013they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of more than 10,000 employees is vital to the success of our Bank. They reflect our modern western values\u2014straightforward, entrepreneurial and optimistic. We seek to create a corporate culture that fosters and rewards excellence, encourages creative thinking and respects diversity \u2013 an environment where team members are engaged, supportive of one another and enthusiastic about serving our customers. Bank of the West offers the stability of a company that has a 135 year history and is part of BNP Paribas, a European leader in global banking and financial services and one of the 6 strongest banks in the world. We offer opportunities across our diverse business lines \u2013 Retail Banking, Commercial Banking, National Finance, and Wealth Management. Job Description Summary Responsible for managing the Contact Center to ensure Bank of the West customers receive accurate and timely information regarding account information, bank products, service questions or problem resolution. Establish and maintain exceptional service levels through monitoring and coaching contact center staff. Monitors and manages call volume to ensure service level standards are maintained. Responsible for handling high level executive and\/or customer complaints. Essential Job Functions Responsible for managing a team of fifteen to twenty-five Contact Center Representatives. This includes one-on-one training, team meetings, monthly quality monitoring discussions, performance appraisals, disciplinary actions and regular employee coaching and development. Monitors Contact Center Representatives\u2019 calls and directs agent activities to ensure service excellence, quality and accuracy. Manages contact center goals, operational functions, referral programs, staff development, human resource functions, and nurturing a positive and productive culture. Plays a key role in achieving sales and service objectives that support the Bank\u2019s vision. In addition, assists the Regional Contact Center Manager in the research and implementation of improvements in customer satisfaction, department efficiency and cross-selling additional products and services. Monitors and responds to workload and staff productivity on a daily basis to maintain service levels and requires scheduling flexibility and judicious use of overtime. Resolves escalated customer and branch issues. Acts as liaison with branch personnel. Primary contact for executive complaints moderate to complex in nature. Maintains knowledge of current department operating procedures, products and services offered. Effectively uses all resources available to assist with team member duties. Ensures subordinates are trained and comply with bank policy, laws and regulations pertaining to their roles. Monitors subordinates\u2019 adherence to internal controls and takes action to address employee performance issues. Completes compliance training; follows internal processes and controls as required. Reports all compliance issues, violations of law or regulations to the appropriate departments. Acts as manager in Regional Contact Center Manager\u2019s absence. May act as lead on systems related projects in conjunction with senior management. Qualifications Schedule Tuesday-Saturday 10:00am - 7:00pm Required Experience Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution. Typically requires broad job knowledge of technical or operational practices within assigned discipline. Requires 5-7 years minimum prior relevant experience. Education Bachelor's Degree equivalent combination of education and experience Skills Excellent knowledge of bank products, services and operations. Excellent performance history within Bank of the West or equivalent. Good knowledge of call center operations preferred. Demonstrated ability to handle the most difficult customer complaints. Sales experience in goal-oriented environment preferred. Online banking experience preferred. Superior interpersonal\/communication skills. Demonstrated leadership skills. Ability to think critically, solve problems, develop customer relationships, sell products, offer company services and embrace new challenges. Ability to exercise independent judgment and assume responsibility to make necessary decisions. Demonstrated customer service skills and performance. Ability to multi-task. Professionalism. Adaptable to change. Excellent oral presentation and writing skills. Team player. Flexible. Computer literate. Equal Employment Opportunity Policy Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority \/ Female \/ Disabled \/ Veteran. Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
Bank of the West
Website : http://www.bankofthewest.com
Bank of the West is a financially strong, well-capitalized and prudently managed FDIC-insured bank that customers have entrusted with their money for over 135 years. Through holding company BancWest Corporation, the bank is a subsidiary of BNP Paribas, one of the six highest rated banks in the world. Our bank's stability and development have been sustained through a strong focus on sound, conservative banking practices and a superior level of customer service. Bank of the West employs a business model that lets the bank make service-focused decisions–about credit, products and other aspects of its operations—as quickly, consistently and as close to the customer as possible. The bank operates distinct units to provide a range of superior services — Commercial Banking, Regional Banking, National Finance and Wealth Management.