Summary:

Responsible for the supervision of the assigned Client Support Tier providing day-to-day oversight to Client Service Analysts who are dedicated to delivering excellent product and service support to Automated Systems, Inc. client banks.

Essential Duties and Responsibilities:

• Supervision and support of the assigned Client Services Tier(s) to ensure client bank support issues are addressed and resolved timely and completely with appropriate documentation and communication.
• Support and reinforce a high quality work environment so team members can perform at their highest level.
• Enforce established procedures and documentation to ensure company and departmental standards are maintained.
• Be available for team members to assist with client support issues.
• Ensure staff appropriately manage their own Support Request intake and overall volume.
• Manage escalated issues from clients and further escalate or inform Manager as needed.
• Establish effective working relationships with partners within the company to ensure efficient and effective information flow from other areas through the Manager.
• Identify internal staff needs and provide and/or recommend additional training to team members as needed.
• Build strong relationships with team members, partners, and clients to assist with enhancement recommendations, policy and procedures and resolving client issues.
• Work with Manager to analyze and review support volumes, trends, and patterns to proactively address potential support challenges by recommending resolutions, training, site visits and enhancements.
• Assist Manager with interviewing, hiring, training, mentoring, evaluating, discipline and performance management of team members as appropriate and directed by the Manager.
• Assist Manager to address low-level survey results to ensure client satisfaction issues are appropriately managed.
• Assist Manager to celebrate high-level survey results to ensure extraordinary performance is recognized.
• Maintain a thorough understanding of company product offerings and services.
• Assist with staff scheduling including conversion team, product team, and other bank visits as needed/assigned.
• Provide excellent customer service by; being professional, troubleshooting, resolving issues, conducting demonstrations, site visits, training and providing customer feedback.
• Work on various projects as needed.
• Other duties as assigned.

Requirements/Skills:

• Bachelor’s degree in Business/Finance or a related field preferred. Equivalent work experience may substitute
• 1+ years supervisory experience or 3-5 years banking or support line experience required
• Minimum 2 years of banking experience preferred, including support line experience
• Excellent teamwork capabilities – ability to work well with all levels of staff
• Courteous, professional, patient and client satisfaction driven
• Strong writing, reporting, and business correspondence
• Excellent problem solving skills with a strong attention to detail
• Strong computer skills, Windows OS, and Microsoft Office products

Travel

• Ability to travel 10-15%
• Must have a valid driver’s license with good driving history

Salary:  Depending on Experience and Education

Status:  Exempt