Contact Center Assistant Manager

At Sterling Federal Bank, we are looking for talented people who will put our customers first.

Are you seeking a positive culture where you and your coworker wins are celebrated?

And an environment where everyone feels valued and inspired?

Do you want to be part of a company that supports the Community to assist with growth and is community service minded?

It all starts with outstanding talent and hiring awesome people like you!

Come see why Sterling Federal Bank is ranked as one of the best places to work in Illinois.

We are seeking a Contact Center Assistant Manager at our Sterling IL location.

91% of our customers tell us they would recommend Sterling Federal Bank to their family and friends. A competitive benefit package and a pleasant working environment are waiting for you at Sterling Federal Bank.

Benefits include medical and dental coverage, profit sharing, 401K with company match and paid Life Insurance.. We also offer paid time off including vacation, sick time, personal time and 12 paid Holidays.

Job Purpose

The Contact Center Assistant Manager assists with Contact Center operations and staff with a focus on delivering exemplary customer service via rapport building and consultative interactions. Contact Center staff respond to phone, e-mail, and web inquiries regarding a variety of questions to support the overall services offered by the bank. The Contact Center Assistant Manager will assist with leading and supporting staff by providing professional, accurate, and timely customer service to internal and /external customers. The Contact Center Assistant Manager will provide solutions to needs and problems by exemplary customer service, cross selling products, identifying qualified referrals and deepening relationships that leave every customer saying "I love my bank!"

Duties and Responsibilities:

Average team length of call, number of referrals and mystery shops are current performance measures to be achieved by the Contact Center staff. The Contact Center Assistant Manager will establish a high standard for productivity and quality customer service. Established sales process to excel in recommendations and cross sales. The Contact Center Assistant Manager will be knowledgeable of bank products and services in order to make excellent recommendations. Determine timely resolutions to any issues that arise exceeding the customer's needs. Assist in coaching and training employees to excellence. Attend and participate in monthly manager's meetings as well as monitor call quality to ensure customer satisfaction needs are met. Perform all other duties as assigned.

Requirements

• 4 years of banking experience
• Strong leadership and team building skills
• Excellent knowledge and experience using Microsoft Office software products
• High school graduate, advanced education preferred or equivalent combination of education and experience

Hours

• 8:00 to 5:00 Monday through Thursday
• 8:00 - 5:30 Friday
• 8:00 - 12:00 Saturday

Sterling Federal Bank is an Equal Opportunity/Affirmative Action Employer

Current Openings for Contact Center Assistant Manager Jobs at Sterling Federal Bank