Branch Manager, Customer Care Center

Torrington Savings Bank•Torrington, CT

33d•Onsite

About The Position

Why Torrington Savings Bank? Looking to grow your career at a place where community, innovation, and opportunity come together? Torrington Savings Bank offers more than just a job—we offer a supportive environment where your skills and ideas can thrive. As a trusted financial institution with over 150 years of history, we’re committed to serving our local communities while helping our employees reach their professional goals. Whether you're just starting out or looking to take the next step in your career, you'll find a collaborative culture, opportunities for advancement, and a workplace that values work-life balance. Join a team that takes pride in building relationships and delivering personalized banking experiences every day. Current Opportunity Branch Manager, Customer Care Center Works with Call Center staff and Vice President of Retail and Sales to coordinate the flow of work within the department. Supervises the Call Center Representatives. Assumes responsibility for the timely and accurate coordination and operation of the Call Center.

Requirements

Knowledge of phone systems and customer relationship management systems.
At least 4-5 years in a customer service role.
Supervisory capabilities.
Use of business machines such as switchboard, computer, telephone, mobile devices, scanner, copier.

Responsibilities

Responsible for the coordination of the Call Center by overseeing the following functions:
Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service
Monitors or reviews calls or other correspondence between representatives and customers.
Ensures that representatives are informed about changes to company products and services.
Collects data and prepares reports on customer complaints and inquiries.
Prepares monthly reports summarizing the assigned customer service team’s performance.
Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
Assists with budget preparation for the Call Center department.
Capable of performing all duties of call center Service Specialist.
Advises VP on a regular basis, with recommendations on improving operational issues, such as staffing, technology and other matters impacting productivity.
Collaborates and develops solutions to problems to improve efficiencies, employee engagement and processes that affect the customer experience.
Participates in community events
Assumes additional responsibilities as requested by Vice President Retail Banking and Sales