Customer Relations Manager
Location: Kansas City Missour! i
Description: Dickinson Financial Corporation is hiring Customer Relations Manager right now, this job will be placed in Missouri. More complete informations about this job opportunity kindly see the descriptions. Dickinson Financial Corporation (DFC), headquarted in Kansas City, MO, is a unique franchise with five banking subsidiaries (Armed Forces Bank, Academy Bank, Armed Forces Bank of California, Southern Commerce Bank, and Sun Bank) that serve customers through military, community and commercial banking lines of business. DFC provides a broad array of products and services it 280,000 plus customers through an extensive network of retail branches located on military installations, inside Walmart stores, and at traditional retail location in 17 states. DFC proudly serves active and! retired military, and civilian customers in all 50 states, sh! ips at sea, and in foreign countries. Customer access to DFCs banking products thought its branch network, its convenient ATM locations, and online banking. DFC provides convenience-based banking to it customers with may retail locations open 7 days a week and a Call Center that is available 24 hours a day, 365 days of the year.
Summary:
Oversee the Customer Relations support department ensuring proper coverage to meet customer demand. Coordinates input from other departments to obtain research documents. Acts as the bank liaison for the customer. Bank representative for OCC complaints, Better Business Bureau complaints, and Attorney General complaints for all institutions.
Principal Accountabilities:
Ensures that customer issues or concerns are being responded to quickly and professionally.
Initiates and prepares answers to the OCC , BBB, and Attorney General in a timely manner.
Make recommendations to improve our customer se! rvice in all areas of the bank and branches. Member of the Service and Innovation Team to help resolve any issues.
Review customer complaints about our banking products, or employee interaction with the customer and determine the validity of the complaint. Make recommendations for response and resolution.
Ensures that customers who request a service have been taken care of and follow up is initiated to insure a positive closure.
Coordinates with other department personnel and branch employees to obtain detailed information to resolve an issue.
Take calls from Customer Care Center when additional help is needed with a customer situation.
Customer Resource representative for FDIC coverage and calculations.
Makes contact by telephone to our longtime customers when changes in customer facing systems, products, services or fees are introduced.. Helps train the customer on the proper use of the product.
Trouble shoots problems for customers.
Respon! sible for the accuracy and completeness of the monthly complaint logs p! rovided to management.
Receives daily Helpline tickets from the branches and Customer Care Center to resolve customer complaints.
Interacts with other business units when the complaint involves an employee.
Coordinates with the Armed Forces Community Services Offices (ACS) on military installations to provide assistance with customer/non customer special help or financial counseling. Local ACS Office on Post coordinates appointments to assist with financial issues for soldiers and their families.
Other related duties as assigned.
Minimum Qualifications:
Projects a courteous and professional attitude at all times.
Provide administrative support to high stress, ever changing problem- solving area.
Must exhibit strong problem solving skills.
Clearly understands purposes, objectives, practices an procedures of all departments.
Good interpersonal skills and superior written and oral communication abilities.
Must be able to ! work varying scheduled shifts that will include days, nights, weekends, holidays, and overtime as necessary.
Must have experience and skill using Accurint, Chex Director, Deposit Pro, Deluxe, Microsoft Word and Microsoft Excel, Evision, Web Director, Adobe LiveCycle,
Must have good team and management skills to work harmoniously with other employees, departments. and branches.
Must be able to handle very stressful situations daily.
Must be able to handle multiple tasks under pressure.
Ability to work with daily deadlines is a requirement.
Equal Opportunity Employer M/F/D/V/AA
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If you were eligible to this job, please email us your resume, with salary requirements and a resume to Dickinson Financial Corporation.
If you interested on this job just click on the Apply button, you will be redirected to the official website
This job starts available on: Sun, 01 Dec 2013 11:13:09 GMT!