AVP, Customer Relations Manager

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Management Syracuse, NY, US

2 days ago Requisition

Salary Range: $64,800.00 To $79,200.00 Annually

At Solvay Bank, our formula for success combines the traditions of our culture and a sharp strategic vision. We are a growth‑oriented community bank that fosters excellence, pride, teamwork and engagement in our workplace. Consider an opportunity as part of our Customer Relations team.

AVP, Customer Relations Manager

The AVP, Customer Relations Manager provides oversight of the daily operations of the Bank’s call center to ensure high‑quality service, fast resolution of client concerns, and the achievement of performance goals. This position works closely with the Chief Retail Banking Officer and the Customer Relations Supervisor to ensure excellent customer service while executing operational functions adhering to Bank Policy and Procedure, as well as overseeing new initiatives.

The ideal candidate will have 5 or more years in banking experience in an operational role with a working knowledge of banking products and services and high focus on customer service, demonstrated success in problem resolution, as well as the ability to cultivate and maintain strong internal and departmental relationships.

For over 100 years Solvay Bank has been dedicated to our customers and community. Join us and enjoy the many rewards; matched 401(k) retirement savings, health and dental coverage, and more.

Internal candidates must apply by 7/7/2026

Solvay Bank is an EOE/AA/Disability/Veteran

Position Summary :

Provides oversight of the daily operations of the Bank’s call center to ensure high‑quality service, fast resolution of client concerns, and the achievement of performance goals. Works closely with the Chief Retail Banking Officer and the Customer Relations Supervisor to ensure excellent customer service while executing operational functions adhering to Bank Policy and Procedure, as well as overseeing new initiatives.

Tasks:

• Resolve operational problems. Interface with other bank departments and branches regarding problems, research, assistance, etc.
• Maintain in‑depth knowledge of products and services offered by the Bank.
• Responsible for identifying necessary training for department team members on operational and support topics.
• Host 1:1 coaching sessions with Customer Relations Supervisor and participate in Customer Relations Specialist coaching sessions occasionally.
• Provide guidance and assist with escalated complaints, disputes, or complex customer inquiries that front‑line agents are struggling to resolve, ensuring a high level of customer satisfaction.
• Identify opportunities, as a team, to better educate bank clients on products and services available to them.
• Measure performance with key metrics such as call abandonment, call waiting, call time, etc. and report these to Management with recommendations, if necessary.
• Routinely review and identify business needs, analyze processes to ensure they meet expectations, and recommend opportunities to ensure continued improvements.
• Focus on efforts to provide exemplary customer service to our digital‑preferred client base.
• Develop knowledge of and ensure compliance through job functions and responsibilities relating to various federal regulations including Bank Secrecy/Anti‑Money Laundering Act, Regulation E, Right to Financial Privacy Act, Gramm‑Leach‑Bliley Act, and Regulation CC.
• Support audit and exam requests in collaboration with the Operations and Branch Administration teams.
• Ensure timely response and resolution of customer issues.
• Provide guidance for solutions to customer inquiries in a timely manner to ensure customer satisfaction. Encourage “ownership” of the inquiry until adequately resolved.
• Foster a positive and professional work environment.
• Assist with special projects and other duties as needed.
• Maintain a high degree of confidentiality regarding customer accounts.

Skills and Attributes:

• Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of…