Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut and a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank. Come join our team of dedicated and innovative individuals and contribute to our dynamic, successful organization.

Summary: The Assistant Customer Solutions Manager will work closely with the AVP Customer Solutions Manager to develop and implement strategies to improve customer satisfaction and resolve escalations efficiently. This role involves assisting in managing a team of call center Customer Solution Specialists and Video Bankers providing real time banking assistance from a centralized location through video transmission via Interactive Teller Machine (ITM), analyzing data to identify trends and areas for improvement, collaborating with various Business Lines to implement new policies and procedures. Exhibits excellent communication skills, strong problem-solving abilities, and a customer-centric mindset.

Essential Duties and Responsibilities: include the following. Other duties may be assigned

• Assist the AVP Customer Solutions Manager in overseeing the daily operations of the Customer Solution Center. Supervises daily activities of Video Banker and Customer Solutions Specialists to ensure smooth, accurate, and efficient operation. Ensures proper endorsements and identification are obtained and follows PeoplesBank policies and procedures. Assists with call center and coverage of ITM's; as needed.
• Collaborate with the AVP Customer Solutions Manager to develop and implement strategies to enhance customer satisfaction and improve service efficiency.
• Provides support in managing and training a team of Customer Solution Specialists and Video Bankers, ensuring they are equipped with the necessary skills and knowledge to effectively address customer inquiries and resolve issues.
• Shares in the responsibility for interviewing, selecting, training and retaining a capable and diverse workforce. Assists in the developing, managing, and conducting coaching sessions with the staff to enhance productivity and performance. Assists with preparing staff performance evaluations.
• Analyze data and metrics to identify trends, patterns, and areas for improvement in customer service delivery.
• Assist in developing and implementing policies, procedures, and guidelines to streamline processes and enhance the customer experience.
• Act as a point of contact for escalations and complex customer issues, providing guidance and support to the Customer Solutions Center team as needed.
• Assist in preparing reports and presentations for Senior Management, highlighting key performance metrics, achievements, and areas for improvement.
• Grants approvals and authorizes transactions above Video Banking Specialist authorization levels.
• Observes assigned staff transactions to determine if additional training is needed and follows up with Manager on the outcome of counseling and recommendations.
• Assists Customer Solution Manager with preparing and presenting weekly, monthly, and annual ITM reports for the Department & Management.
• Completes all yearly compliance training and testing and complies with Bank, Federal, and State regulations. Complies with Bank Policies and Procedures. Adheres to departmental and bank-wide service standards.
• Works on and assists with special projects assigned by Management.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

Generally, requires a four-year degree or an equivalent combination of education and experience plus one to three years of relevant experience. May require thorough knowledge of a technical or specialized field.

Skills needed:

• Proven experience in a customer service or solutions supervisory role, with a track record of driving improvement in customer satisfaction and service efficiency.
• Good knowledge and understanding of banking and regulatory compliance necessary to successfully perform job responsibilities. Experience with Interactive Teller Machine (ITM ) a plus.
• Excellent leadership and team management skills with the ability to motivate and mentor team members to achieve goals.
• Extensive knowledge of customer service procedures and principles.
• Excellent communication skills, both verbal and written, with the ability to effectively communicate effectively with internal and external partners including customers via video transmission equipment.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Commitment to providing excellent customer service and a passion for exceeding customer expectations.

Certifications, Licenses and/or registrations: This position requires National Mortgage Licensing System (NMLS) registration; and ability to obtain said license after a period to be determined by decisionmaker. Must be able to successfully complete the registration process, which includes, but is not limited to, undergoing a criminal background and credit check and must remain in compliance with the NMLS license regulations and rules.

Computer Skills: General knowledge of and ability to support basic computer and Internet technologies required. All MS Office / computer proficiency, Report Writing / Data Analytics.

Work Environment and Physical Demands: The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.