AVP Customer Service Manager (National Specialty L

at Old Second National Bank in Oakbrook Terrace, Illinois, United States Job Description Who We Are At Old Second, you're first! For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we're only getting started. With great employees we've grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets. At Old Second we embrace values that foster an environment of community and growth. Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together! 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,... For full info follow application link. Old Second National Bank is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to their real or perceived race, color, religion, creed, sex, marital status, national origin, citizenship, ancestry, age, sexual orientation, gender identity, disability, military status, genetic information, veteran's status, or any other protected characteristic under applicable law. To view full details and how to apply, please login or create a Job Seeker account