Customer Care Manager

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POSITION SUMMARY

As the Customer Care Manager, you will provide hands-on leadership and oversight for the day-to-day activities and duties of the Customer Care Center and Business Call Center under the direction of the Digital Banking Manager. This oversight includes Telephone, Fingertip Banking and Online Banking delivery channels to ensure the most optimal customer experience. This role is also responsible for creating and maintaining all assigned tasks and processes related to these functions while providing direct support to Customer Care Agents. As a representative of the Bank, you are required to present a positive and professional image at all times.

JOB REQUIREMENTS

• High school diploma or equivalent required
• Three years of prior customer service, call center or banking experience required
• Experience effectively communicating to a broad audience via multiple media channels required

COMPETENCIES

• Possess familiarity and fluency with e-banking platforms and call center technologies
• Possess excellent organizational, planning, and assessment skills
• Possess superior time management skills
• Possess a desire to lead and develop people
• Ability to multi-task while maintaining quality customer service
• Demonstrated ability to work independently and with others in fast-paced environment
• Possess skills in leadership, staff development, team building, team leadership and motivational abilities
• Ability to be a confident, efficient communicator and presenter
• Possess a strong work ethic and be self-motivated
• Ability to think and work independently
• Possess superior knowledge of bank products and services while delivering professional presentation and explanation

DUTIES AND RESPONSIBILITIES

• Effectively manage and direct all aspects of the Customer Care Center and Business Call Center and assigned employees, ensuring the expected customer service levels are provided within appropriate timeframes
• Oversee and support staffing and scheduling needs for the Customer Care Center and Business Call Center
• Maintain team key performance indicators (KPIs) including, but not limited to, abandoned rate, average speed of answer, target service factor (TSF) and quality control results to ensure levels are being met to the Bank's standard
• Record, coach and communicate day-to-day and monthly statistics on both personal and group levels for the team
• Lead and develop a high-performing team to consistently deliver exceptional service by assisting customers with their banking needs across multiple channels, while proactively identifying and acting on referral opportunities during every interaction
• Assist the Digital Banking Manager with vendor issues and support cases
• Work closely with IT Staff to oversee the Fingertip Banking platform to track customer impact and results
• Own customer feedback submitted through defined electronic channels to provide a timely, sufficient follow up, escalating to the Digital Banking Manager when necessary
• Address performance or service level issues as they arise, and coach to the expected improvements, escalating to the Digital Banking Manager when necessary
• Assist other agents in answering incoming calls, as needed
• Protect all customer and bank information at all times, adhering to customer privacy and information security policies, and maintain branch security standards
• Evaluate existing training materials and processes, identifying opportunities for improvement and implementing enhancements to drive efficiency and consistency
• Develop and implement a progressive and impactful training program designed to elevate the Customer Care Center into a highly knowledgeable, solutions-driven department recognized for excellence. This includes fostering continuous learning, enhancing service delivery, and positioning the team as a strategic, value-added resource within the organization
• Revise and enhance the Business Call Center training plan to ensure alignment with current operational goals, improve team performance, and support a consistent, high-quality customer experience. This includes identifying skill gaps, updating training materials, and implementing innovative learning strategies
• Monitor and assess the effectiveness of training programs and process changes, adjusting as needed to ensure desired outcomes are achieved
• Revise and create, as necessary, defined processes for improvement in the Customer Care Center and the Business Call Center
• Collaborate with leadership to identify training gaps and performance trends, using data-driven insights to inform future training strategies
• Provide active participation in the Call Center software development, upgrades, and installs, making recommendations based on business needs
• Research, develop and implement employee engagement activities to acknowledge and encourage desired behaviors
• Identify, develop, enhance and support all Call Center systems, strategies, programs and technologies
• Provide coaching, mentoring, and feedback, to team members on a real-time and continual basis and via two-way communication
• Select appropriate team members whose differing strengths can be maximized to create a highly productive team
• Complete cross-training and development training with team members
• Provide effective employee onboarding, and ongoing training and development opportunities that reflect both the employee's and the Bank's needs
• Develop clear guidelines, goals and timelines while working alongside your team toward a common purpose
• Establish an environment of continuous improvement
• Listen to feedback and resolve any issues or conflicts
• Empower team members to improve their confidence, job knowledge and communication skills, and identify, discuss and relay employees' interest in promotional and career development opportunities
• Approve timecards and benefit time for direct reports ensuring proper coverage
• Conduct regularly scheduled bi-weekly one-on-ones with team
• Ensure s are current and reflect actual duties of position, to ensure skills, abilities and experience is appropriate for current/and or securing new employees
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Actively support the ongoing development of a culturally diverse workforce
• Complete other duties as assigned as determined by management to be reasonable and beneficial

PHYSICAL REQUIREMENTS

This position operates in a professional office environment. You will be stationary at a workstation, frequently operating a computer and a telephone. While performing the duties of this job, the employee is regularly required to communicate effectively with customers, vendors, and employees. Regular use of a telephone and email for communication is essential. Must be able to accurately gather and process verbal and written information and properly prepare or inspect documents. Good manual dexterity is needed for the frequent use of common office equipment, such as computer terminals, calculators, copiers and telephones.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.