Customer Care Center Manager

HEBRON SAVINGS BANK•Hebron, MD

51d

About The Position

This position is responsible for overseeing the daily operations, resolving escalated customer issues, and maintaining high standards of customer satisfaction. The supervisor will implement and monitor customer service policies and procedures to align with regulatory requirements and organization goals. They will also analyze customer feedback and performance metrics to drive continuous improvement initiatives. This role will ensure that the customer care function supports the bank’s reputation and contributes to client retention and loyalty.

Requirements

A bachelor's degree in business administration, management, or a related field is preferred, though equivalent work experience will be considered.
A minimum of 4 years of experience in a high-volume call center, customer service, or retail banking environment, with at least 2 years in a supervisory or management capacity.
In-depth knowledge of optimal customer service delivery behaviors. Familiarity with banking products and services, operations, and core banking software (e.g., Jack Henry 20/20) and online banking applications [e.g., Banno] is preferred.
Exceptional verbal and written communication skills.
Excellent problem-solving, critical thinking, and decision-making abilities.
Outstanding customer service and conflict-resolution skills.
Strong analytical and organizational skills to interpret data and ensure accuracy in processing and reporting performance metrics.
Proficient skills in Microsoft Word and Excel and call center software/technology.
Thrives in a fast-paced environment and adapts to new processes, technology, and customers needs.

Responsibilities

Lead, mentor, and supervise the Customer Care team to achieve customer service excellence and operational efficiency.
Develop, implement, and manage the day-to-day activities of the Customer Care Center to ensure a smooth workflow and maximize productivity.
Collect and analyze Customer Care Center statistics and key performance indicators (KPIs) such as call volume, average handle time, first call resolution, call abandonment rates, online correspondence and response, and customer satisfaction scores, to identify trends and provide coaching or training for operational improvements.
Develop, implement, and enforce customer service policies, procedures, and standards in compliance with banking regulations.
Manage and resolve complex or escalated customers inquiries and complaints in a timely and professional manner providing clear resolutions and protect the Bank's interests.
Conduct active call monitoring for all Customer Care Center representatives on a monthly basis to provide real-time service enhancement opportunities.
Monitor calls and correspondence monthly to maintain excellence and compliance with all bank policies, including Privacy/GLBA requirements.
Work with the VP/Retail Banking and Delivery to develop a strategy for online customer convenience and to create, implement, and monitor those capabilities. Develop subject matter experts in the various customer integration touchpoints, i.e., online banking, call reporting, etc.
Collaborate with other departments to address systemic issues affecting customer experience and recommend process improvements.
Prepare regular reports on customer service matrix, trends, and team performance for senior management review.
Monitor and manage Customer Care Center technology and software, ensuring proper system functionality and assisting agents with any technical issues.
Ensure adherence to data privacy and security protocols when handling sensitive customer information.
Other duties as assigned.