Customer Care Center- Assistant Customer Care Center Manager

Chelsea Groton Bank-posted 3 months ago
Full-time • Entry Level
Groton, CT
251-500 employees
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The Assistant Customer Care Center Manager will support the Customer Care Center Manager in overseeing daily operations, ensuring efficient and effective customer service across all communication channels. This role requires strong leadership skills, a customer-centric approach, and the ability to manage a dynamic team.

  • Assist in the daily operations of the Customer Care Center working with the Customer Care Center Manager.
  • Provide and ensure that Customer Care Representatives provide a superior level of customer service to current and prospective customers as well as to employees, service providers and others over the telephone and through other electronic delivery channels.
  • Supervise and assist in managing call center channels including calls, text, chat, video, and VBM services.
  • Ensure seamless customer interactions supporting key products such as deposits, loans, and electronic delivery channels including online/mobile banking, debit cards, etc.
  • Supervise and assist Customer Care staff to effectively provide accurate information and support to customers.
  • Support cross-sell efforts and retail/back-office personnel.
  • Ensure proper identification/authentication before sharing non-public information or facilitating transactions.
  • Ensure all customer inquiries and issues are resolved promptly and satisfactorily, maintaining a high standard of service.
  • Provide guidance, training, and support to Customer Care staff, fostering a positive and productive work environment.
  • Track and analyze key performance indicators (KPIs) on call center performance, customer feedback, and operational efficiency.
  • Ensure compliance with bank policies, industry regulations, and data security standards.
  • Assist with implementing procedures, enhancements to product delivery, and internal efficiency.
  • Promote the Bank’s products and services and maintain active participation in community affairs.
  • Perform related and unrelated duties as may be required.
  • Minimum of Associate’s Degree and/or 1 years’ experience of Call Center, retail banking or E-Commerce supervisory experience.
  • Strong leadership, supervisory, customer service, problem resolution, interpersonal and communication skills.
  • Detail oriented and well organized.
  • Some knowledge or aptitude regarding desktop computers, cellular phones and other web enabled mobile devices.
  • Proficient in Microsoft Word and Excel.
  • Ability to learn and adapt to change and flexibility of both schedule and routines.
  • Professional interaction with customers and bank team members.
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