Bangor Support Team Manager

Pay Range:

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Function: Assists in leading the department by supporting Bangor Support Representatives and management in various areas. Assists in developing a sales culture in addition to providing superior customer service with every interaction. Helps develop and implement initiatives that will enhance the overall experience for Bangor Savings Bank customers and employees. Provides listening feedback to Bangor Support Representatives. Acts as a role model for team members in all aspects of daily work. Takes a lead role in quality control, monitors various production reports regularly; ensuring trends are tracked and addressed accordingly. Understands and resolves complex customer service issues. May conduct specialized training or act as an IMPACT coach. Educates less experienced team members and leads by example. Adheres to Critical Staffing Plan when necessary.

Accountabilities:

Sales and Servicing

• Helps lead the Bangor Support team in both sales and service.
• Performs side by side and remote listening and provides coaching feedback to Bangor Support Representatives.
• Tracks and reports referrals to other departments.
• Acts as a lead generalist for most departments.  Must acquire and maintain in-depth knowledge of Loans, Deposits, Electronic Banking and Community Relations.
• Acts as liaison for customers to provide first-call resolution by coordinating and following up with other departments or lines of business as appropriate.
• May assign work and coordinate schedules in absence of Manager and/or Assistant Manager.
• Provides supervision and guidance to ensure accuracy of work performed.
• Works collaboratively and is in close communication with branches to determine resolution for customer needs and concerns.
• Proactively recognizes issues to be escalated in order to improve process and procedure, with an eye to improving efficiencies and/or customer experience.
• Acquires and maintains thorough knowledge and understanding of Bank products and services.
• Works closely with Risk Management to notice and elevate risk concerns/trends.
• Provides customers with information regarding products and services, rates, service charges and fees as well as other relevant information
• Maintains a high level of knowledge regarding all deposit products and services as well as basic consumer loan products
• Understands business partner relationships and refers to other team members in accordance with Bank strategy
• Demonstrates ability to handle routine service issues independently, consults with appropriate staff for advanced problem resolution
• Answers written and telephone inquiries from customers concerning bank services

Senior Team Manager

• Has ongoing success managing and coaching a team of Bangor Support Associates
• Takes on initiatives outside of their specific duties to help make others in the department more successful
• Takes specific initiative to help the department grow, succeed, and/or have fun
• Takes a leadership role among the Team Managers

Human Resources

• Participates in the decision making process regarding employment and performance
• Participate in the hiring and performance management of all direct reports
• Responsible for completion of performance appraisals for all direct reports
• Provides leadership, conflict resolution, process improvement and communication to all staff members
• Supports, mentors and coaches team members in their professional development
• Creates and fosters a cohesive team and promotes a positive work environment
• Develops a cooperative and collaborative working relationship with other departments and leaders in the company

Compliance and Control

• Understands, demonstrates competency and maintains knowledge of the Bank’s operational and risk management policies as well as the Bank’s security policies and procedures, ensuring that staff members are knowledgeable of such
• Assists in ensuring that the Bank is in compliance with local, state and federal regulations
• Assists, sometimes acting as lead, in completing operational and audit functions within the department

General

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Competencies

• Integrity/Ethics – deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
• Vision/Values – supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others
• Adaptability/Flexibility – adapts to change, is open to new ideas, takes on new challenges
• Initiative – takes action, operates as a pro-active self-starter, acts on opportunities to improve, self-directed with ability to plan own activities to achieve sales goals
• Interpersonal Skills – has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication; ability to interact with all levels of staff and management
• Productivity – manages time well, handles information flow well, strong multi-tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards
• Decision Making - sound judgment in decision making and problem solving; must be able to think through a problem, following proper steps in finding resolution
• Teamwork – team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities
• Sales Skills – applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, cross –selling skills, ability to identify and act on sales opportunities, works to develop sales skills

Knowledge/Skills/Experience Requirements

• High school diploma or equivalent required; college, business, banking or professional training helpful
• Two years’ experience in sales, consumer banking, lending, customer service and/or operations
• Demonstrated personal computer literacy

Physical Demands/Conditions Requirements

• General office environment
• Moderate lifting (to 35 lbs.) required.  Moderate reaching, walking, sitting and standing required.

Equipment Used

• General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.