Customer Care Manager

Citizens State Bank Of La Crosse•La Crosse, WI

About The Position

Customer Care Manager Are you a motivated leader who enjoys helping customers, developing employees, and making a positive impact every day? Do you thrive on solving problems, learning new skills, and growing professionally? If so, Citizens State Bank wants to invest in your future. As one of the nation's top-performing community banks and an American Banker's Best Banks to Work For , we're looking for a Customer Care Manager who is passionate about delivering exceptional service, coaching high-performing teams, and creating outstanding customer experiences. If you bring the drive to succeed, we'll provide the training, support, and opportunities to help you grow. For more than 116 years, Citizens State Bank has been committed to serving our communities with personalized financial solutions and an unmatched customer experience. We take pride in building lasting relationships with our customers while creating a workplace where employees are empowered to learn, lead, and make a difference. As our Customer Care Manager, you will oversee the daily operations of our Customer Care Department, leading a team dedicated to providing exceptional service to both internal and external customers. You'll coach and develop employees, monitor team performance, collaborate across departments, and identify opportunities to improve processes and enhance the overall customer experience. This is an opportunity to lead with purpose while helping shape the future of customer care at one of the country's premier community banks.

Requirements

3-5 years of proven experience in management or related roles.
Strong leadership and team management skills.
Excellent interpersonal and communication skills.
Problem-solving and decision-making abilities.
Attention to detail and a commitment to delivering exceptional customer service.
Ability to adapt to a fast-paced and evolving environment.
AAP (Accredited ACH Professional) Certification required or must be obtained within one year of employment.

Nice To Haves

Knowledge of banking products and services (preferred but not required).

Responsibilities

Lead, mentor, and motivate a team of customer care and support representatives to deliver outstanding customer service.
Monitor and evaluate metrics to ensure performance goals are met or exceeded.
Develop and implement strategies to enhance department efficiency and customer satisfaction.
Collaborate with other departments to address customer inquiries, resolve issues, and provide accurate information.
Create and maintain policies and procedures, ensuring compliance with industry regulations and best practices.
Identify training needs and provide ongoing coaching to staff to improve their skills and knowledge.
Analyze data to identify trends and opportunities for process improvement.
Handle escalated customer issues and ensure timely resolution.
Provide oversight for debit card fraud dispute processes.
Prepare and present regular performance reports to senior management.