Teammate Support Manager

Job Purpose:

The Teammate Support Manager will oversee the Teammate Support group to ensure users are receiving appropriate assistance. Responsible for strategic planning for the team. Interacts with the company's client facing teammates by assisting with inquiries concerning account information and resolving complaints, generally providing a higher level of customer support on a specific product or service. Answers questions/and or directs calls for services the bank provides while also recognizing opportunities for procedural updates and cross departmental synergies.

Job Responsibilities:

1.

Supervise and provide guidance to teammate support specialists including current policies, procedures, and system navigation. Responsible for hiring, annual reviews, coaching, and disciplinary action of direct reports.

2.

Analyze, research and resolve problems and discrepancies related to teammate questions.

3.

Ensures that appropriate actions are taken to resolve teammate obstacles related to successfully resolving customers' problems and concerns.

4.

Monitors teammate interactions with branch teammates and reviews details of inquiries, complaints, or comments in order to maintain a list of systemic improvement opportunities.

5.

Involved in the proper training and development of existing and new employees in addition to the onboarding process.

6.

Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.

7.

Conducts branch audits and utilizes branch reviews to assist the branches with following banking regulations.

8.

Performs other related duties as assigned.

9.

Attend all BSA training (at least annual) offered through the bank. More frequent and/or specific training may be required, depending on job responsibilities. Perform job responsibilities to ensure the bank's compliance with BSA/AML policies and procedures, which include detecting potential suspicious activity and reporting such activity to the BSA Officer and may include gathering and entering data into systems for monitoring and reporting.

10.

Some Travel is required to visit teammates, Branches and Loan Production Offices as needed.

Note: Incumbent may be asked to perform other non-essential duties as assigned.

Job Qualifications: Describe the minimum qualifications needed to complete the job responsibilities.

Education

Bachelor's degree preferred or equivalent education or experience

Experience

Minimum of 5 years' banking experience

Licenses/Certifications

N/A

Minimum qualifications:

1.

Strong inter-personal skills, ability to relate well with clients, fellow employees and management

2.

Problem solving skills which require exercising independent judgement

3.

Understanding of privacy regulations and the ability to maintain strict client confidentiality

4.

Good understanding of financial products and services offered by CapStar Bank

5.

Good organizational skills

6.

Attention to detail, interpersonal skills, and time management

7.

Sound decision-maker under tight time constraints

Discretion & Independent Judgment: Answer all questions and provide multiple specific examples.

Question

Answer (If yes, give multiple examples)

Does this position have authority to formulate, affect, interpret, or implement management policies or operating practices?

Yes

Does this position have authority to commit the employer in matters that have significant financial impact?

No

Does this position have authority to waive or deviate from established policies and procedures without prior approval?

No

Does this position have authority to negotiate and bind the company on significant matters?

No

Is this position involved in planning long or short-term business objectives?

Yes

Does this position represent the company in handling complaints, arbitrating disputes or resolving grievances?

No

Does this position have authority to make an independent choice, free from immediate direction or supervision or make decisions or recommendations that may occasionally be reviewed, revised or reversed?

Yes