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Customer Support Assistant Manager

Company: Savings Bank of Mendocino County
Location: Ukiah
Posted on: January 10, 2022

Job Description:

Vaccination Requirement for Employment at Savings Bank of Mendocino CountySavings Bank of Mendocino County is dedicated to protecting the health of all of our employees. Due to the severe and widespread effects of COVID-19, we will only hire new employees who are fully vaccinated or in the process of becoming fully vaccinated, with limited exceptions for medical and/or religious reasons. New hires will be required to provide us with a completed vaccination card or proof that they have received the first dose of a two-dose regimen. Partially vaccinated employees must receive their second dose of the COVID-19 vaccine within 30 days of employment or they will be terminated. Partially vaccinated new hires will also be required to test weekly, per existing Bank policy, until two weeks after their last dose when they are considered fully vaccinated.If a new hire claims a medical or religious exemption, they will need to provide documentation from their health care provider or religious leader prior to their first day of employment. There will be no exceptions.Job Title: Customer Support Assistant ManagerDepartment: Customer SupportReports To: Customer Support ManagerFLSA Status: ExemptSalary Grade: 18 ($62,959 - $74,069 Annually) DOERevision Date: 11/2021SUMMARYA successful individual in this position will thrive in a dynamic environment, values being part of a team, and has a desire to work at a local business dedicated to meeting the financial needs of its customers, validating the investment of its shareholders, and investing time, money, and expertise to support worthy causes throughout Lake and Mendocino Counties. The Customer Support Assistant Manager is responsible for overseeing daily operations within the department, acting as department manager in the Customer Support Manager's absence, and supporting the Call Center Supervisor.The Customer Support department of Savings Bank of Mendocino County is comprised of Operations Clerks who complete a wide variety of centralized back office functions to support the Banking Centers, as well as Call Center Representatives who assist callers for all SBMC locations. The ideal candidate in the Customer Support Assistant Manager position has excellent written and verbal communication skills; is organized and proficient with time management; and is comfortable interacting with a broad range of individuals, including employees, management, executive officers, and members of the Board of Directors. SBMC is excited to add to our team of individuals seeking to fulfill the Bank's vision of Investing in the future as your local independent bank, committed to the prosperity of our communities, employees and shareholders.ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIESTo perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Organize and oversee department workflow to maximize operational efficiency.Arrange and/or provide coverage within the department for Customer Support functions in the absence of any employees, including department manager.Manage ongoing maintenance to department procedure manuals to ensure that procedures remain accurate and current.Supervise up to 8 direct reports including coaching, performance evaluations, and managing time and attendance in the system.Maintain excellent communication with Customer Support Manager regarding all Customer Support operations including employee performance issues.Participate in work groups and special projects as needed to support the Bank's goals and strategic plan.Other duties as assigned.MINIMUM QUALIFICATIONSHigh School Diploma or General Education Degree (GED)Previous experience using Windows-based computersTwo years' experience in bank branch operations or bank back office environment; or combination of education and experienceTwo years supervisory experience that included writing reviews, scheduling, and coaching employeesPREFERENCESAssociate's or bachelor's degree in a field related to the positionBilingual skillsJOB COMPETENCIESExcellent customer service skills and the ability to promote and maintain the Bank's customer service standards.Detail oriented and OrganizedEffective Time ManagementCommunicationEffective oral and written communication with customers and co-workersDecisivenessMake decisions confidently and wisely after adequately considering available courses of actionInitiativeMake and act upon decisions within scope of authority and seeks approval when necessaryInspire others by example to perform to the highest standards and to work toward shared objectives that are in the best interest of the BankProvides superior customer service to wide variety of individualsAbility to successfully coach and support co-workers to thrive in a team environmentFamiliar with Windows-based computers and Microsoft Office SuiteReliable to report to work on time with minimal absencesPOSITION BENEFITSCompetitive, market-based payComprehensive insurance benefits package including medical, dental, vision and more401(k) plan with maximum 6% employer matchProfit Sharing planGenerous paid time off plansEmployee Health and Wellness programCommunity volunteer opportunitiesCareer development and training opportunitiesEQUAL EMPLOYMENT OPPORTUNITYSavings Bank of Mendocino County is an Equal Opportunity Employer and employment selections are based on merit, qualifications and abilities. Savings Bank of Mendocino County will consider all qualified applicants for employment and does not discriminate in employment opportunities or practices on the basis of: age, race, religion, color, sex, national origin, sexual orientation, gender identity, protected veteran, disability, or any other status protected by law.PHYSICAL & MENTAL DEMANDSThe physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This position is set in a quiet, office environment. The position is generally regarded as light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects, including the human body. While performing the duties of this job, the employee may be required to alternately stand, walk, sit, reach with arms, talk or hear and use hands to write, type, and handle or feel objects, tools or controls. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Some driving may be required.Employee must possess the ability to read, write, perform basic math functions, understand basic communication and instructions, carry out instructions, complete basic problem-solving and analyzing of information, and make independent decisions within scope of responsibility.A post-offer physical is not required for this position.PI158904936

Keywords: Savings Bank of Mendocino County, Santa Rosa , Customer Support Assistant Manager, Executive , Ukiah, California

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