Passumpsic Bank · 16 hours ago
Customer Support/Operations Manager
Saint Johnsbury, VT, US
Full-time
Onsite
Mid, Senior Level
$70K/yr - $88K/yrPassumpsic Bank is seeking a Customer Support & Operations Manager to oversee the Customer Support Center and Operations team. This role involves ensuring operational accuracy, efficient workflows, and high-quality customer service while supporting various banking services.
BankingFinancial Services
Responsibilities
Provides daily supervisory oversight to Customer Support and Operations teams, including task delegation, workflow coordination, and staff coverage scheduling
Conducts weekly department meetings and quarterly individual meetings with staff
Responsible for recruitment and interviewing, timely completion of annual performance evaluations, and the effective resolution of personnel matters in accordance with organizational policies
Serves as the first escalation point for complex or sensitive customer or operational issues
Models a positive, solutions-oriented attitude and encourages staff engagement, resilience, and openness to change
Maintains responsibility for the coordination and delivery of all audit and exam documentation, including collecting required materials, validating completeness and accuracy, tracking submission deadlines, and supporting management in addressing audit findings and recommendations
Ensures a high level of customer satisfaction by coaching staff on service expectations and quality standards
Monitors call center performance metrics such as wait times, abandonment, First Call Resolution, and service levels
Conducts quality assurance reviews on calls and documentation, providing constructive, timely feedback
Performs Customer Support Specialist duties as backup when needed
Serves as a key resource for customers and staff by maintaining a strong working knowledge of Digital Banking, Online and Mobile Banking, ATMs, Debit Cards, Telephone Banking, Glia, and other programs and services commonly encountered in Operations
Provides guidance to staff and customers on troubleshooting and escalated issues
Maintains and updates procedures and training materials for digital banking products
Learns, adopts, and teaches new tools, systems, and enhancements to staff with a positive, forward-thinking approach
Assists with setup, implementation, and ongoing support for ACH Originators, RDC clients, Positive Pay users, Wire Manager users, and Business Online Banking clients
Provides a white glove onboarding experience for business clients, including permissions setup, feature configuration, and navigation support
Provides training and backup support for ACH, RDC, Positive Pay, Business Online Banking, and Wire Manager systems
Supports Operations Associates with daily deposit operations, exceptions, fraud-prevention tools, and electronic services
Ensures compliance with NACHA and internal Bank policies for treasury and digital banking processes
Leads training for new and existing Customer Support and Operations staff
Oversees and completes the implementation and maintenance of training materials, job aids, and procedures across all digital banking and treasury functions
Conducts cross-training to ensure redundancy and knowledge depth across operational workflows
Builds staff confidence by explaining purpose, benefits, and customer impact of new products and services
Proactively identifies opportunities to improve workflows, reduce manual processing, and elevate customer experience
Recommends enhancements and implements approved improvements in collaboration with Retail, IT, Fraud, Marketing, and Project Management
Participates in pilot programs, user testing, and rollout readiness for new systems and digital enhancements
Demonstrates curiosity and willingness to explore new technologies and operational efficiencies
Qualification
Required
Provides daily supervisory oversight to Customer Support and Operations teams, including task delegation, workflow coordination, and staff coverage scheduling
Conducts weekly department meetings and quarterly individual meetings with staff
Responsible for recruitment and interviewing, timely completion of annual performance evaluations, and the effective resolution of personnel matters in accordance with organizational policies
Serves as the first escalation point for complex or sensitive customer or operational issues
Models a positive, solutions-oriented attitude and encourages staff engagement, resilience, and openness to change
Maintains responsibility for the coordination and delivery of all audit and exam documentation, including collecting required materials, validating completeness and accuracy, tracking submission deadlines, and supporting management in addressing audit findings and recommendations
Ensures a high level of customer satisfaction by coaching staff on service expectations and quality standards
Monitors call center performance metrics such as wait times, abandonment, First Call Resolution, and service levels
Conducts quality assurance reviews on calls and documentation, providing constructive, timely feedback
Performs Customer Support Specialist duties as backup when needed
Serves as a key resource for customers and staff by maintaining a strong working knowledge of Digital Banking, Online and Mobile Banking, ATMs, Debit Cards, Telephone Banking, Glia, and other programs and services commonly encountered in Operations
Provides guidance to staff and customers on troubleshooting and escalated issues
Maintains and updates procedures and training materials for digital banking products
Learns, adopts, and teaches new tools, systems, and enhancements to staff with a positive, forward-thinking approach
Assists with setup, implementation, and ongoing support for ACH Originators, RDC clients, Positive Pay users, Wire Manager users, and Business Online Banking clients
Provides a white glove onboarding experience for business clients, including permissions setup, feature configuration, and navigation support
Provides training and backup support for ACH, RDC, Positive Pay, Business Online Banking, and Wire Manager systems
Supports Operations Associates with daily deposit operations, exceptions, fraud-prevention tools, and electronic services
Ensures compliance with NACHA and internal Bank policies for treasury and digital banking processes
Leads training for new and existing Customer Support and Operations staff
Oversees and completes the implementation and maintenance of training materials, job aids, and procedures across all digital banking and treasury functions
Conducts cross-training to ensure redundancy and knowledge depth across operational workflows
Builds staff confidence by explaining purpose, benefits, and customer impact of new products and services
Proactively identifies opportunities to improve workflows, reduce manual processing, and elevate customer experience
Recommends enhancements and implements approved improvements in collaboration with Retail, IT, Fraud, Marketing, and Project Management
Participates in pilot programs, user testing, and rollout readiness for new systems and digital enhancements
Demonstrates curiosity and willingness to explore new technologies and operational efficiencies
Company
Passumpsic Bank
Passumpsic Bank is a full-service financial organization offering the products, services and financial expertise.
Founded in 1853
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Jim Kisch
President and CEO
Recent News
2025-12-11
vermontbiz.com
2025-08-15
Company data provided by crunchbase