Customer Care Section Manager

Southstate Bank•Va, NC

10d•Remote

About The Position

The Customer Care Section Manager is a highly focused management position. Provides direction and oversight to team members to ensure all department goals are achieved. Responsible for ensuring a superior service-oriented and professional working environment by supervising and coaching the performance of their team members and executing necessary actions for their motivation when required. Must be very knowledgeable in regards to reporting, communication, technology, and organizational procedures. Ensures that the Customer Care Representatives are following rules and regulations of SouthState Bank. Responsible for contributing to improve efficiencies and cost control through evaluation of efficient and effective work processes and appropriate staffing.

Requirements

High School diploma required
Previous work experience with a financial institution.
Working experience in a call center or other related field.
Strong knowledge of banking operations procedures but not limited to navigating banking systems and interpreting team members and customer needs.
Strong computer skills and ability to navigate systems for quick resolution.
Strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills.
Must be a strong coach and understand team members needs and develop goals for success.
Must have outgoing and upbeat personality.
Excellent writing skills.
Knowledge of computer navigation, troubleshooting and keyboarding skills, including the ability to navigate between multiple systems.
Ability to work with confidential information, both internally and externally, in a professional manner.
Ability to have flexible hours when necessary.
Interpersonal skills to create a positive and effective work environment.
Have a natural flair for coaching, motivating, and interacting with people.
LEAD BY EXAMPLE.
Annual Regulatory Compliance Training
Successful completion of all assigned training.
Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.
This position requires a large amount of time in front of a computer.
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Ability to keep all company sensitive documents secure (if applicable)
Agree that you will not provide child or adult care during hours of scheduled work.
A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
Must be able to directly connect to router/modem via Ethernet cable.

Nice To Haves

College or Associate Degree preferred.

Responsibilities

Motivate and inspire the team to meet and surpass their goals on a daily and monthly basis.
Set clear expectations and goals to ensure the overall customer care team succeeds in the highest customer satisfaction.
Ensure team members are performing to meet Service Levels, abandonment rates, and quality service expectations each month.
Focus on employee’s growth through positive feedback and reinforcement.
Develop career paths for all employees to identify growth potential and track employee performance to ensure their success in their career.
Closely monitor the development as well as continuous improvement of the entire team on a day-to-day basis.
Communicate the company’s purpose, core values, and mission to the team.
Ensure that the representatives follow their schedules properly as designed.
Prepare documentation such as general reports on each team member’s performance and goals set as well as ensuring that they meet or exceed goals.
Meet monthly with all team members to praise positive performance, and coach any areas that the call representative may have in order to help them progress and achieve set goals.
Assist to ensure the facilitation of communication among members of the team, helping to resolve issues as they arise.
Work to meet the departmental objectives, including conversion targets, new product roll outs, and technological installments or updates.
Convey thoughts and findings clearly and concisely in oral and written format that promotes the SouthState Bank Way.
Handle escalated calls, complaints, and questions as necessary.
Prepare, schedule and present month team meetings.
Provide recommendations to reduce and/or eliminate issues that impact overall service quality.
Promote a harmonious and engaging work environment through a team approach.
Recommend solutions for departmental issues.
Monitor calls in an unbiased, professional manner that is always in the best interest of the department, the customer, and SouthState Bank.
Consistently maintain a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of the call center.
Use proper judgment, experience and job knowledge for solving problems and issues.
Maintain a broad awareness of other technologies in the rapidly changing environment of financial services.
Offer suggestions and develop procedures or technology that may increase efficiency within the call center.
Accept other duties as assigned.
Be available to travel when necessary.