Relationship Manager - Customer Support Center

Are you ready for a new year and a new career?!  Join Seacoast Bank and become a leader in the inaugural Customer Support team in Central Florida.  From community involvement to technological developments and the empowerment to exceed customers’ expectations, Seacoast aims to provide you an experience that’s so much more than expected.  Whether you have a well-developed background or are in the early stages of your career, you can find a rewarding experience at Seacoast Bank in our brand new, state-of-the-art Customer Support Center!

JOB SUMMARY:

A Relationship Manager is responsible for developing and implementing strategies focused on  profitability and performance.  Additionally, the position is expected to lead and develop the team, and is responsible for maximizing branch performance. Consistently gains the confidence and trust of others through honesty, integrity, and authenticity.

ESSENTIAL JOB FUNCTIONS:

Team Leadership

• Establish a consistent leadership cadence within the Contact Center including, but not limited to, conducting daily, weekly, monthly, quarterly and annual coaching sessions/reviews with each direct report. Reward and recognize top performance.
• Assess the skills and training needs of the Contact Center associates in the areas of customer service, relationship building, product and servicing. Implement training plans where needed. Ensure that both new and existing team members complete assigned training courses
• Engineer and implement end-to-end tactics and strategies focused on improving sales, customer experience and operational efficiencies. 
• Handle complex Human Resource related issues, involving appropriate HR and leadership support, when necessary.
• Collaborate with the Contact Center Leader in the development of a talent pipeline to fill key vacant roles, including Succession Planning.
• Develop trusting and cooperative working relationships with customers and associates. Maintain a positive working environment.
• Compile data and prepare various Contact Center reports and other management reports as assigned by the Contact Center Leader. Ensure referral reporting is tracked and updated weekly.

Sales and Service 

• Provide supervision and coach the Lead Client Advisors to ensure clarity and focus in addressing defined metrics while achieving top ratings in customer satisfaction. Ensure that assigned goals are achieved, while increasing Lead Client Advisor’s knowledge.
• Provide sales coaching and guidance to associates in recognizing referral opportunities to other line-of-business partners.
• Constantly work with the Contact Center Leader to improve behavioral competencies among associates to elevate sales and customer service results in the department. Manage departmental outbound call programs.
• Champion new product implementation and training within the Contact Center.
• Lead supervisory team in weekly huddles ensuring that all participants follow through on commitments.
• Ensure strong working relationships exist between community associates and all other sales and service divisions/support partners. This includes Residential, Business/Commercial Banking, Financial Services/Trust, Merchant, Treasury Management, and all support area departments.
• Balance business needs with customer requests while managing potential risk to bank.
• Manage the rewards and recognition programs. Work in conjunction with the supervisory team to implement programs that motivate associates to meet or exceed sales and quality customer service objectives.
• Support new initiatives to generate incremental Referrals directed to the Contact Center Lending Team.

Operational Functions

• Assist the Contact Center Leader and participate in personnel administration to include hiring, training and development, schedule oversight, corrective action and performance management.  Participate in the new hire interview and selection process.
• Resolve escalation of complex customer objections and solve problems in a positive manner to retain the customer relationship.
• Include appropriate people in decision-making process. Follow instructions and respond to management direction.
• Ensure department policies and procedures are followed and that the department is in compliance to assure satisfactory audits.
• Adhere to Seacoast Bank’s Code of Conduct.
• Function in any capacity within the Contact Center as needed. This may include taking customer calls, as required.
• Ensure proper policy and procedure guidelines are followed in every situation including, but not limited to, policy exceptions and authority-based approvals to assure satisfactory audits.
• Effectively utilize the Community Work Force management tool to prepare work shifts and visibility of gaps via capacity planning. Oversee daily work assignments, adherence to published schedule and sales results.
• Mentor, coach and perform quality assurance evaluations for supervised associates. Provide QA results to the Lead Client Advisors and discuss if coaching to the supervised associates will be delivered jointly.
• Collaborate with the Contact Center Leader to create a culture of professionalism, performance, and continuous improvement.
• Ensure that changes to policies and procedures are fully documented, stored in the appropriate share, included in the new hire training curriculum and communicated to department staff.
• Availability to be an internal escalation point for issues and conflicts.
• Help identify potential attrition within the Contact Center.

MINIMUM QUALIFICATIONS:

Candidate must have a flexible schedule in order to accommodate the demands of a 24/7 Contact Center.  Four years of previous experience in customer service and/or retail banking. Must be proficient in bank operations and regulations with an excellent understanding of credit and account opening processes.

• College degree (A.A. or A.S. or B.A. or similar) preferred or equivalent work experience
• Demonstrate excellent communication and interpersonal skills.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Excellent understanding of all banking products and services.
• Successful completion of all pre-requisite courses assigned and outlined by training framework of career progression.
• Internal candidates:  A minimum of 18 months experience as a Lead Client Advisor or equivalent experience.
• Proven leadership skills and a minimum of two years of experience directly managing Contact Center teams.
• Demonstrate extensive knowledge of Seacoast Bank policy, procedures and a comprehensive understanding of Seacoast Bank tools, systems and processing procedures.
• Able to proactively lead, manage, motivate and coach associates to produce desired results.
• Must be proficient in bank operations and regulations with an excellent understanding of account opening processes.
• Proficient in usage of Microsoft Office and PC keyboarding.
• Consistently meets or exceeds expectations regarding assigned goals and performance metrics.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• College degree or equivalent work experience.
• Excellent understanding of banking related products and services.

Fluent in a second language is desirable. Fluent in Spanish, Portuguese or French is preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities