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in Oklahoma City, OK

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Hours Full-time, Part-time
Location oklahoma city, Oklahoma

About this job

Assistant managers (AMs) assist and support the financial center manager (FCM) in leading associates to meet and exceed performance targets, ensuring the operational excellence of the center and creating an excellent customer experience. AMs are responsible for daily implementation of the FCM's directives, executing lobby leadership and observing the financial center team in action through the eyes of the customer. Additionally, AMs coach teams on the proper execution of key financial center processes while role modeling the desired behaviors. In the FCM's absence, AMs assume leadership responsibility for the financial center.

Your duties may include, but are not limited to the following:

Provide oversight on all operational activities including transaction accuracy and execution of operational leadership tasks

Assist the manager with resource management, operational excellence, managing partnerships, associate development and proficiency, and building and retaining customer relationships

Assist with choreography of customer traffic including direct routing of preferred customers to specialists from either the lobby or self-service area to help drive overall "One Team" revenue growth

Ensure customers are connected to the best financial resources to help them achieve their financial goals

Maintain the highest level of customer service in all actions and interactions

Leverage available resources and technologies (tablets, bank by appointment, etc.) to optimize the customer experience and serve our customers with operational excellence and accuracy

Handle customer escalations; ensure enterprise complaint tracking is executed

Coach associates to be efficient and in compliance with established policies and procedures in customer service, operational procedures, transaction accuracy and customer engagement

Assist associates in handling more complex transactions and resolving issues that require an in-depth understanding of regulatory compliance and policy and procedural knowledge

Identify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans to correct issues

Ensure associate and customer safety

Required Skills:

Proven results exceeding goals in a customer-centric, results-driven environment

Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals

Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction

Strong financial and business acumen including experience interpreting reports to drive performance

Proven record of balancing risk and making sound decisions while achieving business goals

Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service

Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results

Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills

Proficiency in computer skills and professional programs (for example, Microsoft Office)

Availability to work weekends and/or extended hours as required to run the business

Desired Skills/Assets :

Undergraduate Degree

Bilingual (fluent verbal and written)