Customer Relationship Center Manager

A GREAT PLACE TO WORK AND BANK

Join our team! 1st Security Bank team members deliver service that "WOWs" each other and our customers. We value relationships, teamwork, community, and professional growth in a safe, friendly, and progressive workplace. We celebrate diversity and support equality for all. If you share these core values and are committed to career excellence, let us help you reach your dreams!

If you are the type of individual that would enjoy working at one of the Puget Sound's Best Places to Work for 9 years in a row and focuses on providing an exceptional client experience, then 1st Security Bank is the place for you. 1st Security Bank was named a bronze medal winner in its class in the Puget Sound Business Journal's Best Workplaces contest in its first year nominated and is also consistently rated a 5 star Bank in Washington State by Bauer Financial, an independent bank rating firm.

POSITION SUMMARY: 

Responsible for managing and leading the Customer Relationship Center team and providing customers with a virtual branch experience. This role will be part of the initial contact team for customer inquiries which includes interest in our products and services, assisting with consumer digital products, lending questions and helping to provide solutions for any customer dissatisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Leads by example by demonstrating excellent customer service skills

• Ensures the team provides excellent customer's service

• Ability to listen to customers to gain a better understanding (identify) of their concerns or needs and offer possible solutions

• Identify opportunities to deepen relationships by enhancing customer engagement

• Ability to cross sell and provide referrals across business line

• Promote bank campaigns, providing solutions for our customers with referrals to branch

• Coach and develop employees

• Proficient at understanding policies, procedures and evaluating risk

• Ability to monitor calls, provide feedback and cross training

• Committed to accuracy and professional follow through

• Professional oral and written communication skills and follow-up when corresponding with employees and customers

• Ability to explain, implement, and update processes and procedures including reference materials and training

• Provides support and supplemental training as needed for individual employees

• Ability to multitask and prioritize job responsibilities as required while maintaining organization

• Ability to identify weaknesses in current bank processes to improve operational efficiency and the customer experience

• Ability to stay updated with current and  latest technologies and trends to support the team

• Adheres to 1st Security Bank’s Core Values, policies and procedures

• Supports management decisions and goals in a positive, professional manner and always represents the bank with a high level of integrity

• Ability to work with minimal supervision

• Performs other duties as assigned.

YOU WILL BE ELIGIBLE FOR

• Full medical, dental, and vision coverage for individual or family plan.

• Life insurance.

• Long-term disability insurance.

• 401K matching program.

• Paid sick and vacation time.

OUR CORE VALUES

• Relationship Driven - we strive to "WOW" (surprise, excite and delight) each other and our customers.

• Ethical - fair, honest and act with integrity.

• Lead by Example - maintain a positive attitude, show respect for others, and have some fun!

• Accountable - we take our responsibilities seriously and we meet our commitments with urgency.

• Team Player - dependable, enthusiastic contributor to team success and to the greater good of the bank.

• Embrace Dreams - we encourage each other to reach for our dreams.

• Diversity - we celebrate diversity and support equality for all.

• Community Oriented - we actively support our communities and the Bank's CRA initiatives.

• Open and Honest Communication - always professional, responsive, and timely.

EDUCATION and/or EXPERIENCE

• At least five years' experience within a financial institution and two years management preferred.

• Creative ability and writing proficiency.

• Thorough knowledge of all regulations.

• Knowledge of the Bank Secrecy Act and Anti-Money Laundering policies, procedures and related programs.

• Must possess a valid Washington State driver’s license.

• Must be bondable.

COMPUTER SKILLS

To perform this job successfully, an individual should be proficient in Microsoft Office Products and have the ability to learn other programs.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee will operate in a general office environment, using office equipment such as a phone and a computer. 

• The noise level in the work environment is usually quiet to moderate as compared to a private office with light foot traffic and office equipment.  The employee must be able and willing and able to interact frequently with the general public.