Customer Care Center Supervisor

Country Bank for Savings • Ware, MA

7d • $50,000 - $63,000

About The Position

We're excited to announce an opportunity for the position of Customer Care Center Supervisor! Under the direction of the Customer Care Center Manager, the Customer Care Center Supervisor is responsible for promoting the Bank’s overall goals and initiatives, overseeing daily operations, and providing support and assistance to the Customer Care Center team. The primary focus of the Customer Care Center Supervisor includes coaching, scheduling, ensuring that all customer issues are resolved in a timely manner, strengthening customer satisfaction, and fostering a positive work environment by encouraging team members to work together effectively. Additional duties include operational soundness of both Bank and regulatory policies, collaborating with other departments as needed, and supporting the Customer Care Center Manager with projects and reporting. A large focus is also placed on providing sales support to the team through CBE. On the spot coaching, observations, and training encompass some of the resources that this position requires to provide to their team. The hiring range for this position is $50,000 to $63,000. This position is Full Time, 38 hours weekly.

Requirements

• It is required that the employee in this position can work both independently and as part of team in a fast-paced environment, requiring excellent time management and prioritization skills.
• This role requires an employee to understand federal, state and local laws and regulations and then practically apply this information by using sound judgement to make decisions in the best interest of the Bank and the customer.
• This employee should have strong customer service and negotiation skills, as well as the strong ability to communicate with others through spoken and/or written word.
• This role requires employees to maintain confidentiality, act with tact and diplomacy and maintain a professional demeanor. Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.
• This position requires basic knowledge of the Microsoft Office Suite, including Excel, Outlook, PowerPoint and Word.
• A High School diploma or equivalent is required; an Associate’s degree or equivalent banking experience is preferred.
• A minimum of three years’ experience in a banking environment is required, at least one year of call center experience in a related industry is preferred.
• The ability to acquire and maintain a Notary Public license is required, as well as lending origination skills and the ability to maintain active registration with the Nationwide Mortgage Licensing System.

Nice To Haves

• Knowledge of the Finastra core platform is preferred.
• At least one year of sales leadership experience in Retail Banking or a Call Center is preferred

Responsibilities

• Ensures effective communication to staff on all Bank-wide policies, procedures, initiatives, and operational changes. Monitor employee performance to ensure that they are meeting Country Bank’s Standards of Professional Excellence.
• Assists Manager in identifying metrics and establishing Customer Care Center goals. Helps facilitate team discussions regarding process efficiencies, employee development, product knowledge, sales, service, and goal objectives. Develops and delivers elements of the monthly department meeting.
• Works closely with Manager to implement the annual Country Bank Experience Sales plan for the Customer Care Center. Models, participates in, and completes monthly observations with team. Facilitates role-play and skill building exercises both independently and with the Customer Care Center team, to increase comfortability and improve techniques in engaging the customer and identifying potential roadblocks.
• Promotes staff development by hosting individualized quarterly meetings, scheduling trainings through Learning and Development, and providing on-the-spot coaching.
• Manages operational soundness and workflow of the Customer Care Center, including overall scheduling, phone system functions, ITM responsibilities, department policies and procedures, and fielding elevated or complex customer requests.
• Identifies and pursues opportunities to build and deepen customer relationships by actively listening and engaging the customer to understand their current and future financial needs and priorities. Offers Country Bank solutions and educates customers on products, promotions and digital services to assist the customer in reaching their financial goals. Meets all defined growth and sales goals, as well as achieves at least acceptable average satisfaction ratings on all customer surveys.
• Works together with referral partners, as appropriate, to meet the customer’s request. Uses sound judgement to resolve or escalate customer issues. Responsible for identifying appropriate follow-up timelines and mediums based on customer preferences, and following through to make sure the customer is kept updated.
• Opens various types of new accounts, including consumer, business, and retirement. Provides customers with instructions and education on self-service set-up products. Originates and closes home equity lines of credit and consumer loans.
• Processes financial transactions for customers including deposits, withdrawals, loan payments, and cashing checks via telephone, ITM, and Bank-by-Mail. May provide certain transaction exceptions, within policy or procedural guidelines.
• Demonstrates elevated expertise in all eService technologies, including VRU, Online and Mobile Banking, ATM/Debit Cards, Mobile Wallet, A2A/P2P, ITM, Cash Management and Online Account Opening. Efficient in navigating required electronic product delivery systems. Aids with electronic delivery inquiries and is the Care Center’s research, problem resolution and technical expert for electronic products and services.
• Stays abreast of newest trends in eService technology and introduces, trains, and coaches all new technology to the Care Center team. Participates in beta-testing and projects related to new products and technologies to provide insight on how changes impact the customer experience.
• Maintains knowledge of and compliance with applicable federal, state and local laws and regulations governing the activities of the Bank.
• Responsible for building long-lasting relationships with customers both internal and external, community and colleagues through the embodiment of our Core Values: Integrity, Service, Teamwork, Excellence and Prosperity.
• Other job duties, as assigned.

Benefits

• Medical, dental and vision insurance, a 401(k) Plan with a generous employer contribution plus match
• Income protection benefits
• Educational assistance and tuition reimbursement benefits
• Generous total paid time off, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees