Total Quality Management Senior Manager jobs in District of Columbia

This is an exciting opportunity for individuals who are passionate about providing outstanding customer service and have a strong desire to succeed in a dynamic banking environment. We offer competitive compensation, comprehensive benefits, and opportunities for career growth. If you are a motivated individual with excellent communication skills, we want to hear from you!

Role

Assist customers with opening a wide variety of products and services. Advise members as to how best utilize company products and services in order to meet personal financial goals and provide the highest quality customer service.

Major Duties and Responsibilities

DESCRIPTION

• Open various new accounts, process necessary information and educate the customers as to services/products available as a result. (For example, Visa check card, online banking, automated teller, etc.)
• Assist with wide variety of customer services including open/close Shared Certificates, maintain Safe Deposit Boxes, assist customers with checkbooks, process credit card/loan applications for customer, manages outgoing wires, solve fraud issues, notary, close accounts, etc.
• Assist customers with opening CD’s and educate customers as to penalties, earnings, etc.
• Explain and expedite the opening, closing, transfer, and rollover of IRA certificates.
• Provide backup to tellers upon request.
• Set up auto transfers and sign up customers for ACH transfers and wires.
• Use every customer contact as an opportunity to advise customer about additional services or programs that might benefit them.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Once of Foreign Assets Control.

Knowledge and Skills

EXPERIENCE

• Two to five years of similar or related experience, including time spent in preparatory positions. Experience may include customer service roles in banking, hospitality, retail, restaurants, or other such environments.

EDUCATION/CERTIFICATIONS/LICENSES

• High school degree or GED required.
• Associates or Bachelors Degrees preferred.

INTERPERSONAL SKILLS

• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.
• ADA Requirements

PHYSICAL REQUIREMENTS

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine oce equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

• Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

• Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.

Duties
- Handle inbound and outbound calls in a professional and courteous manner
- Provide exceptional customer service to resolve inquiries, issues, and complaints
- Utilize effective communication skills to clearly and accurately convey information
- Perform data entry and maintain accurate records of customer interactions
- Analyze customer accounts and financial information to identify opportunities for sales or fraud prevention detection
- Collaborate with team members to achieve individual and team goals
- Adhere to company policies and procedures to ensure compliance with industry regulations

Experience
- Previous experience in a call center or customer service role preferred
- Strong verbal and written communication skills in English and Spanish
- Proficient in data entry and computer navigation
- Ability to analyze customer information and identify sales opportunities or potential fraud
- Excellent problem-solving skills and the ability to think quickly on your feet
- Demonstrated ability to provide exceptional customer service in a fast-paced environment

Note: This job description is intended to describe the general nature of the work performed by employees in this position. It is not an exhaustive list of all duties, responsibilities, and qualifications required of employees assigned to this job.

Please Also Note: If selected, we will conduct a simple assessment to check your Spanish speaking capabilities.

Job Type: Full-time

Pay: $22.00 - $28.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)

Language:

• Spanish (Required)

Ability to Commute:

• Washington, DC 20037 (Preferred)

Work Location: In person