Customer Care Manager-Digital Banking Solutions

South State Bank • Winter Haven, FL

1d • $68,101 - $108,784 • Hybrid

About The Position

The Customer Care Manager responsible for supporting Digital Banking Solutions is responsible for leading a team of Section Managers, and customer care representatives who provide support for digital banking products and services. This role ensures the delivery of exceptional customer experiences while maintaining operational excellence, regulatory compliance, and achievement of service level objectives. The manager is accountable for team performance, customer satisfaction, employee development, process improvement, and the successful support of online banking platforms including mobile banking, bill pay, digital payments, account access, authentication services, and other digital banking solutions.

Requirements

• Bachelor's degree in Business Administration, preferred.
• High School Diploma or equivalent required.
• 5+ years of contact center leadership experience.
• 3+ years managing supervisors or team leaders.
• Experience supporting digital banking, online banking, mobile banking, or financial services operations.
• Experience working in a high-volume customer service environment.
• Proven success managing performance through KPIs and service level metrics.
• Strong understanding of online banking products and digital customer support.
• Knowledge of banking regulations, fraud prevention, authentication standards, and customer privacy requirements.
• Strong analytical and problem-solving skills.
• Effective leadership, coaching, and employee development abilities.
• Excellent verbal, written, and presentation skills.
• Proficiency in workforce management, reporting, and contact center technologies.
• Experience with CRM systems, quality monitoring platforms, and contact center solutions such as Genesys Cloud.
• Ability to lead through organizational change and continuous improvement initiatives.

Responsibilities

• Lead, coach, and develop supervisors and frontline team members supporting digital banking customers.
• Establish performance expectations and accountability measures aligned with organizational goals.
• Conduct regular performance reviews, coaching sessions, and career development discussions.
• Foster a customer-focused, high-performance culture that promotes engagement and continuous improvement.
• Support workforce planning, staffing models, scheduling, and resource allocation.
• Ensure timely and accurate resolution of customer inquiries related to: Consumer and Business Online Banking, Mobile Banking Applications, Bill Pay Services, Zelle and Digital Payments, Mobile Deposit, Multi-Factor Authentication (MFA), Password Resets and Online Access Issues, Digital Enrollment and Profile Maintenance.
• Monitor customer feedback and service metrics to identify improvement opportunities.
• Manage escalated customer concerns and ensure appropriate resolution.
• Promote first-contact resolution and exceptional service delivery.
• Ensure adherence to regulatory requirements, company policies, and security standards.
• Monitor call quality, customer interactions, and service consistency.
• Partner with Quality Assurance teams to identify coaching opportunities and performance trends.
• Support audit activities, risk mitigation efforts, and compliance reviews.
• Manage daily call center operations to achieve established service levels, wait time, abandonment, quality, and productivity goals.
• Analyze operational performance data and implement corrective actions as needed.
• Ensure proper staffing levels are maintained to support customer demand.
• Oversee workflow management across phone, chat, email, and secure messaging channels.
• Partner with Workforce Management teams to optimize staffing efficiency.
• Maintain working knowledge of online banking systems, mobile applications, authentication platforms, and digital payment services.
• Partner with Digital Banking, Information Technology, Fraud, and Operations teams to address system issues and customer-impacting events.
• Lead communication efforts during platform outages, technology enhancements, and process changes.
• Support implementation of new digital banking products and functionality.
• Identify and implement opportunities to improve customer experience, operational efficiency, and employee effectiveness.
• Utilize reporting and analytics to monitor trends and make data-driven decisions.
• Develop and maintain operational procedures, job aids, and process documentation.
• Participate in strategic initiatives and cross-functional projects.
• Ensure proper customer authentication procedures are followed to protect customer information and minimize fraud risk.
• Take ownership of all tasks and challenges encountered in the operation of their assigned position.

Benefits

• Equal Opportunity Employer, including disabled/veterans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree