AVP Customer Service Manager (National Specialty Lending)

Position Overview

Old Second National Bank is seeking a dedicated Customer Service Manager to manage a team of customer service representatives who support National Specialty Lending products and services. The incumbent will oversee operations of our Oakbrook, IL contact center and will have a close, collaborative partnership with the Customer Service Manager of the Reno contact center. This role will focus on pursuit of operational excellence.

The incumbent will focus exclusively on call center operations management and is designed to support stability, consistency, and scalability across all shifts. Key areas of responsibility include realtime queue management, call volume and performance metric monitoring, and maintaining optimal operational flow throughout the business day.

The Customer Service Manager holds shared supervisory responsibility and plays a critical role in alleviating call volume pressure during all shifts while ensuring queue balance and service continuity throughout operating hours. By partnering closely with their peer Manager, this role helps ensure consistent execution, effective workload distribution, and a unified operational approach across locations.

The ideal candidate will bring strong operational leadership, analytical insight, and a customercentric mindset. Success in this role requires the ability to proactively manage call center dynamics, interpret performance data, and drive operational discipline by delivering performance excellence.

Essential Job Functions

• Utilize leadership skills to implement and promote culture and accountability by setting high standards of outstanding customer service.
• Manage Customer Service team phone activity by regularly monitoring and analyzing calls, understand customer service trends based on phone system and reports, and prepare weekly and monthly phone activity reports for management.
• Plan, direct, and coordinate the daily activities of all employees of the department.
• Schedule Customer Service Representatives for adequate coverage at all times.
• Create, test, and execute guidelines and procedures for Customer Service Representatives to successfully and consistently complete processes.
• Keep staff informed of pertinent changes in operational policy and procedures.
• Respond to escalated Customer Service team inquiries or complaints from customers and internal departments within a timely fashion.
• Hire, onboard, and provide thorough initial training for new Customer Service Representatives for the Chicago based call center for NSL.
• Act as a liaison between FreedomRoad Financial/Performance Finance CSR teams and Loan Operations department by facilitating communication, creating and maintaining reports and assisting in requests.
• Provide daily monitoring, ongoing coaching, training, and development activities to work through challenging customer service issues, build relationships, and utilize skills of staff most appropriately.
• Evaluate staff effectiveness, prepare performance appraisals, and disciplinary notices as required.
• Investigate, correct, and follow up on discovered errors with day-to-day platform usage.
• Ensure excellent customer service skills are practiced by all Customer Service Representatives.
• Maintain harmony, foster respect among employees and resolve any internal grievances.
• Partner with internal stakeholders and third-party service providers to ensure vendor performance aligns with call center operational goals.
• Contribute to the development of sustainable, scalable operating models by ensuring vendor solutions support current volume demands and future growth.
• Ensure operational integrity through compliance with all policies, procedures, and regulations.

Minimum Requirements

• Bachelor's degree and three or more years of banking or financial services experience; or equivalent combination of education and experience.

Competencies

• Proficient in Microsoft Outlook, Word, Excel. General working knowledge of Salesforce, Ring Central MAX Agent or comparable communication, Jack Henry SilverLake.
• Demonstrated ability to multitask and stay organized.
• Strong verbal and written communication skills, including proper phone etiquette.
• Strong attention to detail.
• Strong leadership skills.
• Display a highly professional image.
• Maintain a high level of personal integrity and confidentiality.
• Demonstrated ability to genuinely engage customers in conversation while providing excellent customer service and a proactive approach to assisting customers.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction, and always improving operational inefficiencies.

Preferred, but not required

Prior managerial experience at a call center preferred.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other duties as assigned to meet the ongoing needs of the organization.

Location Details

This position is considered a hybrid role. With management approval, an incumbent may work a combination of remote and onsite work to perform the regular responsibilities of the role. Actual schedule requirements may vary based upon business needs.

Compensation & Benefits

Base pay: $69,000 -$90,000

Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.

Benefits: How We Support You - Old Second