 | We?ve been looking for you. Supervisor II?Automated Clearing House (ACH). As a Supervisor II within the Automated Clearing House department, you will provide daily guidance to the ACH customer service staff and clients by performing the following job production responsibilities: ? Supervise daily customer service department staff job responsibilities and performance. ? Supervise ACH products supported by the ACH customer service staff. Oversee the training and development of existing staff on all job functions, procedures and systems. ? Conduct regular staff performance discussions and reviews. ? Develop, update and publish operating and workflow procedures. ? Monitor phone call volume to ensure that calls are being answered within the Service Level Agreement. ? Monitor the Issue Tracking System for the input and resolution of ACH issues ensuring Service Level Agreements are being met. ? Monitor the CRISS system to ensure that ACH inquiries are responded to promptly and forwarded to appropriate areas. ? Serve as escalation point for problems and issues ensuring and participating in complete research and resolution in a timely manner. ? Interface with various internal service partners and outside entities to diagnose and resolve ACH application problems. ? Compile performance statistics, produce reports and communicate results to management. The successful candidate will have the following qualifications: ? High school diploma or GED ? 3-5 years of progressive experience in high volume production operations customer service, preferably within an ACH department. ? AAP certification highly preferred. ? Must be able to communicate effectively with managers, other supervisors, subordinates, service partners and customers. ? Demonstrated problem solving skills are required in addition to ability to effectively manage, document and escalate system, processing and personnel problems/issues. ? Ability to coach and supervise using both verbal and written feedback. ? Knowledge of commonly used PC applications, including Microsoft Office, is required. Familiarity with Lotus Notes is a plus. Visit pnc.Jobs and search requisition #609967. PNC LEADING THE WAY ? 2009 The PNC Financial Services Group, Inc. All rights reserved. PNC is an Equal Employment Opportunity/Affirmative Action Employer. M/F/D/SO
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