Avp, Customer Service Center

Job Description

Dollar Bank is hiring for an Assistant Vice President, Customer Service Center.
This is a strategic leadership role in the Customer Service Center, responsible for overseeing Quality Assurance, Operations Planning, Project Coordination, and the Video Teller functions.
In this role, you will ensure the smooth, effective, and compliant operation of the back-office processes that support our customer-facing contact centers with a focus on maintaining best in class of service, efficiency, and security.
You will drive initiatives to optimize operations, enhance customer satisfaction, and meet the Bank's regulatory requirements.
You will align the Department's strategic goals with the Bank's Mission, Vison, and Values.


Education and Experience Requirements:

•Bachelor's degree required.
Will consider professional experience in lieu of education.

•Seven (7) years of work experience within a Contact Center, Bank Operations or Retail environment, to include five (5) years in a leadership role.

•Proven experience in customer service, quality assurance, operations planning, and video teller services.

•Knowledge of Banking industry regulations, compliance standards, and best customer service practices strongly preferred.


Certificate, Licenses and Registration Requirements:

Certification in Quality Management (e.g., Six Sigma, Lean), Contact Center Management (e.g., COPC) or Banking Certification are preferred.


Knowledge, Skills, and Ability Requirements:

•Strong leadership, management and team building skills, with experience in leading cross-functional teams.

•Proficiency in banking systems preferred.

•Knowledge of Video Teller platforms, Contact Center systems, CRM systems, and workforce management tools is advantageous.

•Analytical and decision-making skills, with the ability to use data to drive performance improvements.

•Proficiency with Microsoft Office Suite, (Word, Excel, PowerPoint, SharePoint) or related software.

•Proven ability to translate a product vision into an action.
Ability to communicate technical and abstract topics to business, development, management, and executive teams.

•Able to coach, motivate and direct work tasks to a multi-disciplinary team of professionals.

•Expertise in operational planning, workforce management, and process optimization within a banking environment.

•Experience managing a contact center, a retail branch, or customer-facing teams.


Essential Functions:

Quality Assurance:
oDevelops and implements quality assurance frameworks specific to banking products and services, ensuring compliance with regulatory standards and internal policies.

oProvides regular feedback and coaching to direct reports to enhance service quality for continued customer satisfaction improvements and ensure adherence to Banking compliance and protocols.

oMonitors and evaluates customer interactions, including call monitoring and transaction reviews, to ensure that service quality meets the bank's expectations and the department's desires.

oCollaborates with other departments concerned to ensure that all quality assurance processes are aligned with legal and regulatory requirements.

oEstablishes and implements departmental policies, goals, objectives, and procedures in conjunction with the management team.

oServes as risk manager for the business units by understanding, reporting, responding to, managing, and monitoring risks as required by Dollar Bank's risk management program.
Compliance with regulatory laws and Bank procedures is a requirement for this role.

oAll employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing, and monitoring the risk they encounter daily as required by Dollar Bank's risk management program.
Compliance with regulatory laws and company procedures is a required component of all position descriptions.


Operations Planning & Project Coordination:

oLeads the planning and execution of back-office operations, ensuring alignment with Dollar Bank's strategic plan and customer service standards.

oDevelops and executes contingency plans to address potential operational disruptions to ensure business continuity.

oDirects workforce management, including forecasting, scheduling, and capacity planning, to ensure optimal resources utilization and service levels.

oAnalyzes operational data to identify trends, inefficiencies, and areas for improvement, implementing strategies to enhance productivity, improve customer satisfaction and reduce cost.

oUses data to drive decisions and collaborates with internal stakeholders to implement corrective actions as needed.

oCollaborates with cross-functional teams to ensure seamless integration of new technologies and processes that support operational excellence.

oLeads teams to conduct and facilitate the necessary research, workshops, and analysis to fully understand the business needs and requirements.
Ensures that the requirements defined by the teams translate into best practices, scalable solutions with a focus on exceptional user experience.

oMonitors and drives user adoption and platform usage across the organization.

oActs as the focal point of Customer Service Center to work with other departments for projects, e.g.
Salesforce, Genesys, ARGO etc.

oCoordinates and manages projects to ensure adherence to timelines and requirements.

oReviews data-quality dashboards and seeks strategies for continuous improvement.

oAssists in defining project tasks and resources requirements on behalf of our department.

oMaintains accurate project documentation, including project plans, schedules, budgets, and progress reports.


Video Tellers:

oLeads the video teller function, ensuring it operates efficiently and securely within the bank's broader service framework.

oEnsures that video teller transactions adhere to the bank's compliance and security protocols, delivering a seamless, amiable, and secure customer experience.

oMonitors performance metrics for the video teller service, identifying opportunities to enhance the customer experience and operational efficiency.

oActs as a feedback channel to Branch Administration to help them develop strategies to promote the use of video teller services and make it a desired channel in the eyes of our customers.


Supervisory Responsibilities:

•Recruits, interviews, hires, and trains departmental supervisory staff.

•Oversees the daily workflow of the department.

•Provides coaching and feedback in a constructive manner.

•Conducts performance evaluations in a timely and efficient manner.

•Coaches managers on proper discipline and termination of employees in accordance with Bank policy.


Benefits Information

Full-time employees are eligible for a comprehensive benefits package including medical, dental, vision, 401(k) with immediate vesting, tuition reimbursement, and gym membership reimbursement.

Part-time employees qualify for 401(k) with immediate vesting, tuition reimbursement, and gym reimbursement.


For more information, please visit http://www.dollar.bank/company/careers/benefits.