Director of Client Services (exempt), Client Services at Central Bank & Trust Co. in Lexington, Kentucky

Job Description:

Central Bank & Trust Co.Director of Client Services (exempt), Client Services

Location: Lexington, KY, US
Officer Full-Time
Requisition ID: 3035
Yesterday

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

JOB SUMMARY:

Responsible for the overall direction, administration, and successful operation of the Client Services department of the Bank.

EDUCATION/EXPERIENCE REQUIRED:

Must meet one of the following:

* Bachelor's degree and three years’ experience in a Call Center and/or Retail Banking, at least two of which are in a managerial role

* Associate degree (preferably in Business or Finance) with minimum five years’ experience in a Call Center and/or Retail Banking, at least two of which are in a managerial role

* Ten+ years’ experience in a Call Center, at least eight of which are in a managerial role

QUALIFICATIONS/SKILLS REQUIRED:

* Strong leadership skills

* Good calculator and keyboarding skills

* Working knowledge of computer hardware and software

* Excellent written and verbal communication skills

* Proven strength in analysis, problem solving, negotiation, organization, time management, interpersonal skills, and customer service.

* Good organizational and time management skills

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Supervisory duties include interviewing and selection, training and development, delegating responsibilities, monitoring work flow, ensuring quality control, monitoring and tracking employee performance, completing performance appraisals, coaching and counseling, administering progressive discipline and ensuring compliance to bank policies and procedures

2. Prepares annual budget projections for the department. Balances and justifies expenditure, maintains fixed assets, approves supply requisitions/invoices for payment. Investigates and recommends alternatives to reduce expenses.

3. Seeks to improve departmental efficiency. Analyzes needs, makes recommendations, sets appropriate goals, and implements improvements.

4. Creates, revises and updates all departmental procedure manuals.

5. Maintains a high level of quality through minimizing audit exceptions, internal errors and customer complaints.

6. Participates as an active member of various committees that deal with changes to the Bank’s products and/or procedures that affect customers and communications to customers.

7. Administers activities in the Client Service area which includes: ensuring customer inquiries and complaints are objectively researched and resolved; reviewing complaint logs; and recommending policy or procedure changes to improve customer relations.

8. Monitors concerns and issues through information received from clients calling for assistance. Routes information to the proper bank officials for action.

9. Constantly reviews client information and bank actions for inconsistencies in bank information, policies, and/or procedures. Involves bank officers needed to make corrective action.

10. Completes all management reports by appropriate deadline.

11. Responsible for the Central Connection. Involves making sure the information is correct and current as well as testing when new versions are installed for Signature and CentralNET. Completes applicable reports.

12. Completes monthly production reports and submits to Retail Banking Administrator.

13. Maintains the Disaster Recovery Plan for Client Service

14. Monitors and prepares weekly “Expect the Best” reports and ensures “Expect the Best” apples and new plaques are distributed to nominees.

15. Performs Asset Lifecycle Semi-Annual Reviews.

16. Attends weekly Retail Sales Call, monthly Operations Managers meeting, and monthly Sales Manager Meeting.

17. Performs other duties as assigned.

BENEFITS:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Holidays
• Employee Stock Ownership Plan
• 401k Plan
• Flexible Benefit Plan
• Voluntary Life Insurance
• AD&D Insurance
• Discounted Banking Services
• EAP (Free counseling sessions)
• Discounted AAA Membership
• Fitness Discounts
• Vacation Purchase Plan
• Interest-Free Computer Loan
• Interest-Free Fitness Equipment Loan
• Service Awards
• Attendance Awards
• Funeral Leave
• Subsidized Parking (Downtown)
• Sick Leave
• Educational Assistance Program
• Employee Wellness Program
• Dell Computer Discount
• Discounted Tickets
• Cell Phone Discount
• Jeans days to benefit local charities
• Paid Identity Theft Protection
• New Hire Incentive (for hourly employees)
• Personal Day (available for full-time only)
• Birthday Holiday (available for full-time only)
• Wedding Days (available for full-time only)
• Appointment Time (available for full-time only)
• Long Term Disability (available for full-time only)
• Life Insurance (2x salary)

PI259606393

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