VP Customer Care Center Mgr.

Ives Bank•New Milford, CT

76d•Onsite

About The Position

The Care Center Manager leads the daily operations of the Ives Bank customer care center. This role focuses on driving high team performance, optimizing call center workflows, and maintaining strict adherence to state and federal banking compliance standards. The manager is responsible for fostering a culture of excellence, security, and elite customer care across all phone, chat, and digital service channels.

Requirements

Bachelor’s degree or equivalent work experience
3 to 5 years of hand on call center management experience within banking or financial services
In-depth understanding of standard consumer banking regulations (federal and state)
Excellent verbal and written communication skills
Strong problem-solving and multitasking abilities
Proficiency in computer systems and banking software
Ability to work in a fast-paced environment and handle high call volumes
Possess strong professional communication skills and expertise addressing customer concerns in escalated call situations
Attention to detail and strong organizational skills

Nice To Haves

Experience with COCC Insight core banking systems preferred
Experience with Five9 call center technology preferred

Responsibilities

Recruit, train, mentor, and evaluate call center supervisors and front-line customer service representatives.
Monitor and optimize key performance indicators (KPIs) such as average handle time (AHT), first-call resolution (FCR), abandonment rate, and customer satisfaction scores.
Train call center employees on how to guide customers toward online tools for self-support
Monitor and refine Chat responses and provide feedback on continued development of tool for best in class customer experience
Utilize Bank’s CRM platform to unify phone, chat, secure messaging into one workspace
Ensure that customer inquiries (inbound/outbound voice, chat, email, social media) are handled efficiently and professionally and provide side by side monitoring with agents to review live calls and develop/enhance communication styles
Meet a minimum monthly Quality Assurance score of 90%
Document and share customer feedback with members of leadership to ensure continuous improvement as an organization
Work with senior management to facilitate development of staff to support inbound/outbound sales and service initiatives
Identify workflow gaps, update internal procedures, and implement solutions to reduce wait times and scale efficiency.
Investigate and resolve highly complex customer issues regarding bank accounts, digital banking access, transactions, and loans
Work alongside branch managers, IT security, and retail operations teams to sync cross-channel client services.
Prepare and publish monthly statistics reporting and provide actionable suggestions to address issues or capitalize on areas of opportunity in the markets we serve