AVP, Customer Relations Manager

At Solvay Bank, our formula for success combines the traditions of our culture and a sharp strategic vision. We are a growth-oriented community bank that fosters excellence, pride, teamwork and engagement in our workplace. Consider an opportunity as part of our Customer Relations team.

AVP, Customer Relations Manager

The AVP, Customer Relations Manager provides oversight of the daily operations of the Bank's call center to ensure high-quality service, fast resolution of client concerns, and the achievement of performance goals. This position works closely with the Chief Retail Banking Officer and the Customer Relations Supervisor to ensure excellent customer service while executing operational functions adhering to Bank Policy and Procedure, as well as overseeing new initiatives.

The ideal candidate will have 5 or more years in banking experience in an operational role with a working knowledge of banking products and services and high focus on customer service, demonstrated success is problem resolution, as well as the ability to cultivate and maintain strong internal and departmental relationships.

For over 100 years Solvay Bank has been dedicated to our customers and community. Join us and enjoy the many rewards; matched 401(k) retirement savings, health and dental coverage, and more.

Internal candidates must apply by 7/7/2026

Solvay Bank is an EOE/AA/Disability/Veteran

https://dol.ny.gov/system/files/documents/2023/06/p690-your-rights-as-an-employee-to-express-breast-milk-at-work-.pdf

https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf

Position Title: Reports To:

AVP, Customer Relations Manager VP, Chief Retail Banking Officer

Position Summary:

Provides oversight of the daily operations of the Bank's call center to ensure high-quality service, fast resolution of client concerns, and the achievement of performance goals. Works closely with the Chief Retail Banking Officer and the Customer Relations Supervisor to ensure excellent customer service while executing operational functions adhering to Bank Policy and Procedure, as well as overseeing new initiatives.

Tasks:

• Resolve operational problems. Interface with other bank departments and branches regarding problems, research, assistance, etc.
• Maintain in-depth knowledge of products and services offered by the Bank.
• Responsible for identifying necessary training for department team members on operational and support topics.
• Host 1:1 coaching sessions with Customer Relations Supervisor and participate in Customer Relations Specialist coaching sessions occasionally.
• Provide guidance and assist with escalated complaints, disputes, or complex customer inquiries that front-line agents are struggling to resolve, ensuring a high level of customer satisfaction.
• Identify opportunities, as a team, to better educate bank clients on products and services available to them.
• Measure performance with key metrics such as call abandonment, call waiting, call time, etc. and report these to Management with recommendations, if necessary.
• Routinely review and identify business needs, analyze process' to ensure they meet expectations, and recommend opportunities to ensure continued improvements.
• Focus on efforts to provide exemplary customer service to our digital-preferred client base.
• Develop knowledge of and ensure compliance through job functions and responsibilities relating to various federal regulations including Bank Secrecy/Anti-Money Laundering Act, Regulation E, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, and Regulation CC.
• Support audit and exam requests in collaboration with the Operations and Branch Administration teams.
• Ensure timely response and resolution of customer issues.
• Provide guidance for solutions to customer inquiries in a timely manner to ensure customer satisfaction. Encourage "ownership" of the inquiry until adequately resolved.
• Foster a positive and professional work environment.
• Assist with special projects and other duties as needed.
• Maintain a high degree of confidentiality regarding customer accounts.

Skills and Attributes:

• Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to customer inquiries.
• Written / Electronic Communication - Communicates effectively both verbal and written as appropriate for the needs of the audience.
• Verbal Communication - Conveys information respectfully and intelligently by verbally communicating information and ideas so that others understand.
• Motivation - Is self-motivated and can motivate co-workers to develop successful relationships with all customers and staff members.
• Creativity and Innovation - Develops new and original ideas that foster growth and efficiency within Operations and the Customer Relations area.
• Dedication and Involvement - Is involved with the Solvay Bank Community and Staff.

Experience and Education:

• 5 or more years of banking experience in an Operational Role with a focus on a high level of customer service.
• A minimum of 5 years' management experience.
• Outstanding communication, problem-solving, and conflict resolution skills. High empathy and the ability to inspire and motivate a diverse team.
• Demonstrated success in problem resolution.
• Demonstrated knowledge of banking products and services
• Ability to cultivate and sustain strong internal and departmental relationships.
• Understands Solvay Bank Work Values and visibly exhibits these values in daily approach to work and work relationships.

Physical Demands:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, sit, and climb stairs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

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 essential functions.

The noise level in the work environment is moderate.

Exempt 6.2026