Customer Success Center Manager

Job Description

Job Description

Northeast Bank is a full-service community bank and a national commercial real estate lender with offices in Maine, Massachusetts, New York, and Connecticut and California. We are looking for motivated and talented individuals who want to make an impact in a growing company that cares about its employees, customers, and the communities it serves. Northeast Bank provides competitive compensation and benefits, generous PTO, and a hybrid work environment dependent on the role. If you are looking for a growing organization that prioritizes its employees, we encourage you to apply.

POSITION SUMMARY: Responsible for the strategic leadership, operational performance, and sales effectiveness of the Bank’s Customer Success Center. This leader promotes and fosters a sales and service culture through leading, coaching, motivating, and developing a team of frontline representatives who deliver exceptional service and relationship-building conversations through phone and digital channels. This role functions as the leader of a deposit generating business unit with accountability for growing consumer and business deposits, deepening customer primary relationships, and supporting the Bank’s online deposit account opening and servicing platform. The position carries responsibility for portfolio growth, customer retention, strengthening long-term customer loyalty, fraud prevention, operational excellence, employee development, and the delivery of a consistent omnichannel banking experience. In addition, serves as the senior escalation point for complex customer issues, taking ownership of high-priority concerns, coordinating across departments as needed, and ensuring timely and effective resolution that reinforces customer trust and satisfaction.10

RESPONSIBILITIES:

Sales and Marketing

• Establish sales strategies and coaching practices that enable team members to uncover customer needs and recommend appropriate solutions.
• Accountable for the attainment of the Customer Success Center sales and service goals, which include deposit portfolio growth; customer relationship expansion; customer retention; referrals; and contributing to meeting the Bank’s CRA community development goals.
• Leads proactive outbound calling campaigns focused on deposit retention efforts and identifying opportunities to expand customer relationships.
• Promotes a sales and service culture which aligns with the strategic, financial, and operational objectives of the Bank.
• Promote effective new customer onboarding and customer engagement by, in part, routinely strengthening new and current customer relationships, introducing new and existing customers to the Bank’s products and services, and addressing customer inquiries.
• Coach team members on communication techniques that build trust, strengthen relationships, and effectively address customer needs.
• Collaborate with internal business partners to provide comprehensive solutions to customers’ financial needs.
• Educate the Customer Success Center team about products and services offered through other lines of business.
• Partner with Retail Banking peers on customer referrals and appointment setting and Marketing to support promotional campaigns and customer acquisition initiatives.
• Maintains knowledge of the competition, as well as knowledge of the market areas served.

Customer Experience

• Champion a high-quality customer experience across all communication channels in all customer interactions.
• Monitor customer feedback, survey results, and complaint trends.
• Implement service enhancements as needed to improve responsiveness, problem resolution, and relationship deepening.
• Resolves complex customer issues effectively and professionally.
• Leads by example in delivery of exceptional customer experience and provides observational coaching and constructive feedback to all Customer Success Center representatives through established call monitoring program.
• Serve as an additional customer support liaison and back-up for Treasury Services department.

Talent Leadership

• Lead, coach, and develop a team of Customer Success Representatives to achieve high levels of engagement, accountability, and performance.
• Directly manages the human resource processes for employees including recruiting, interviewing, and training.
• Conduct regular coaching sessions, call monitoring, and performance reviews to strength employee effectiveness.
• Address performance concerns promptly through effective coaching and formal performance management processes.
• Identify talent development opportunities for high potential employees.
• Promote a positive, collaborative, and results-oriented work environment.

Operational and Risk Management

• Accountable for maintaining constant compliance of all applicable federal, state, and local laws and regulations; and Northeast Bank policies and procedures.
• Oversee daily Customer Success Center operations, including staffing, scheduling, queue performance, service level agreements, and quality assurance.
• Analyze performance data to identify trends and implement action plans for continuous improvements.
• Develop, document, and maintain Customer Success Center procedures, job aids, and guidelines.
• Partner with operational, fraud and risk teams to identify and mitigate operational and fraud risks.
• Ensure Customer Success Center team is trained to recognize suspicious activity, fraud risks, and escalate concerns appropriately.
• Oversee the support of QwickRate and the bank’s bulletin board service to ensure service level agreements are maintained.
• Serves as the communication link between all departments and senior leadership to ensure the Customer Success Center team are informed and understand directives, bank financial performance, initiatives, and other pertinent information.
• Leads projects to improve efficiency, reduce risk, and enhance customer and employee experience.
• Evaluates emerging technologies and automation opportunities to strengthen Customer Success Center capabilities.
• Promote innovation and adoption of best practices.
• Successfully pass technical and regulatory examinations required by the Company.

Online Account Opening and Digital Banking

• Oversee the daily monitoring of the Bank’s online deposit account opening process, ensuring a seamless customer experience through both the Northeast Bank and able Banking platform.
• Identify and monitor trends including funding for suspicious activity escalating concerns to Digital Banking and Fraud departments as appropriate.
• Collaborate with Digital Banking and Technology teams to enhance account opening functionality and usability.
• Ensure effective handling of customer inquiries related to digital banking and online applications.

• Oversee a structured post online account opening outreach and onboarding process to ensure customers receive a timely welcome, follow-up on relationship deepening opportunities, and to enhance long term customer retention.

KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor’s degree in business administration, finance, or related field, or equivalent banking or financial industry experience.
• 3 years or more previous Call Center/Customer Experience management experience; with a track record of building a high-performing sales and service culture.
• Solid knowledge of and experience in banking, including consumer and business deposit products and growth strategies; and providing exceptional customer service.
• Proven leader who has demonstrated the ability to inspire, motivate, and develop members of a banking sales and service team.
• Excellent communication, interpersonal, organizational, time management, consultative sales and presentation skills.
• A self-starter who can effectively prioritize responsibilities and adapt to change.
• Ability to teach and foster development in others.

PHYSICAL DEMANDS AND CONDITIONS:

• Must be able to remain in a stationary position for long periods of time.
• Work unpredictable hours including Saturday.
• Must be able to occasionally lift up to 25lbs.
• Consistently operates a computer and other office machinery such as calculator, copy machine and printers.
• Climate controlled general office setting with moderate noise level.
• Must express or exchange ideas and meaning with co-workers, supervisors, customers and vendors.

Northeast Bank is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, national original, veteran status and any other classification protected by Law. We celebrate diversity and are committed to creating an inclusive environment for all employees.