Business Service Center Manager
First Financial Bank

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!

If you are interested and qualified for this role, we invite you to apply.

The BSC team is responsible for effectively monitoring, maintaining and supporting all aspects of the products assigned to Treasury Management (which include, Lock Box Services, Deposit Express, ACH Origination and Sweep Accounts). Provide phone support to Business and Treasury Management Clients, Branch Sales Staff and Treasury Management as needed. Compose and update documentation and training material for Business Clients and Employees.

Essential Functions/Responsibilities

• Leads support center call activities; coaches team for successful client interactions; provides guidance for complex issues and resolution approaches.
• Assists in new product development, research, and documentation. Establishes strong communication with internal operations partners. Monitors KPI's and recommends/implements corrective action plans.
• Responsible for planning, designing, and maintaining infrastructure of the team that enables effective support of processing services.
• Monitors technical problems and corrects deficiencies; monitors processing systems for efficient utilization; provides technical support by establishing procedures to allow for timely response to user or customer needs.
• Works directly with the customer on more complex issues and uses those experiences to enhance training and knowledge of Business Service Advocates.
• Partners with the Digital Support Team on system issues, upgrades, and continues training.
• Partners with the Quality team on training to support center staff; develops standard procedures; develops training guidelines including compliance related concerns; and keeps internal and external customers informed of changes in operating methods.
• Participates in acquisitions, conversions or de-conversions as assigned.
• Participates in other tasks and projects as assigned.
• Promotes consistent and efficient procedures and services and resolves customer support issues.
• Reviews current and ongoing issues to determine customer needs and potential resolution to re-occurring issues, recommends processing changes, and requires strong intrapersonal communication skills both verbal and written.
• Oversees daily processing to ensure accuracy and efficiency; assures all work is performed satisfactorily and on schedule coordinates the departmental activities with overall policy and compliance laws.
• Responds to questions from customers and assists in resolving customer complaints; provides education, training, and guidance to BSC center staff and customers regarding Operations services.
• Develops and conducts follow-up to ensure customer satisfaction; maintains measurement system to track processing as needed.

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job

• Bachelor's degree plus 3-5 years if experience in the field or in a related area.
• Ability to read and interpret deposit documents and to write moderately complex reports and correspondence; to speak effectively with customers and/or employees. Requires continuous customer/prospect contacts, frequently requiring knowledge of detailed product features, pricing and alternative choices. Requires knowledge of similar products and services currently available at competitors.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with moderately complex problems under variable conditions requiring initiative to overcome rejection and controversy and to meet deadlines, goals and objectives.
• Remote Work Employee Requirements:
• Meet minimum performance standards, and complete work assignments.
• Maintain availability during normal/designated business hours
• Live within ≤ 60 miles from Pictoria, Greensburg or Columbus (IN) locations, and should not move without prior notice to Bank
• Remote work environment meets specified requirements:
• Separate work environment within home
• Work area free of external distractions or interruptions, and must have safe working conditions as well
• Dependent care provided during work hours (remote work is not a replacement for child or elder care)
• High speed home internet service performs at acceptable levels
• Ability to connect to wired ethernet cable
• Willing/able to report to office for:
• New hire or other on-site training requirements
• Technology or other home remote outages
• Supervisor requested team or individual onsite meetings
• Minimum 90 days in office if placed on written warning or greater until performance improvements are sustained. In cases of discipline, an associate may be required to begin/return to working from their on-site designated location to retain their employment.
• Contingent employees will be required to work on-site at an FFB office location
• Option available for a modified hybrid work model (e.g. 4:1, 3:2, 2:3, 1:4)
• Adherence to the Bank's data privacy, security, and confidentiality policies.
• Full complement of equipment will be provided for primary work location (home or work); must ensure safety, proper care and return of company provided equipment
• Remote work employees will have access to a hotel desk to plug in with their assigned laptop when working from FFB office
• Supervisors, managers and contact center support remote work options will be evaluated on a case-by-case basis
• The Bank reserves the right to amend or cease a remote work arrangement and/or amend or cease its remote work program

Preferred Knowledge and Skills

Level of Complexity and Scope

Degree of Independence and Decision-Making

Required Supervisory Responsibilities

Physical Requirements

• Ability to apply visual attention, dexterity and coordination in the regular operation of a variety of office equipment, proficient with personal computer applications (word processing and spreadsheet software such as Excel, PowerPoint, Word and Access).

Compliance Statement

The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.

We are an E-Verify Employer.

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