Customer Care Manager

2 weeks ago

Sanford, United States Partners Bank Full time
Customer Care Manager Job Description

At Partners Bank, we are seeking a highly skilled and experienced Customer Care Manager to join our team. As a key member of our Customer Care Center, you will be responsible for the administration and efficient daily operation of the call center, providing first-line system support to internal departments and employees.

Key Responsibilities:

  • Manage resources to ensure optimal delivery of products and services to customers using digital banking.
  • Develop and maintain customer experience standards for the department.
  • Act as a point of escalation for problem resolution, complaints, and other issues.
  • Ensure staff uncovers opportunities and provides customers with appropriate products and services that meet their needs.
  • Provide system access support and resource for Windows, Horizon, Core, and other internal systems for bank employees.
  • Integrate various maintenance, verification, or other duties into the daily operation of the department to support other departments.
  • Develop and administer specific policies and procedures for the department and ensure staff is in compliance with all bank policies and procedures.
  • Monitor workflow and processes to improve efficiencies that enhance internal and external customer service.
  • Support implementation of new or upgrades to existing digital solutions, software, or hardware.
  • Develop management reports to capture call volume, customer complaints, track trends and report problem resolution.
  • Act as a liaison with other departments and management to support effective collaboration and knowledge of department operations.
  • Develop and manage staff's sales activities to support the Bank's sales and referral goals.
  • Provide leadership, supervision, and coaching to staff.
  • Make hiring decisions for department.

Requirements:

  • Associate or bachelor's degree and/or a minimum of seven years prior related job experience in a financial institution.
  • Related job experience to include; Call Center Management, Branch Management, Consumer and Commercial Lending, Sales Development.
  • Excellent customer service skills.
  • Excellent written and verbal communication skills.
  • Strong organizational, technical, and interpersonal skills.
  • Demonstrated ability to manage and develop a team of employees.
  • Ability to multitask, adapt well to variety and change, and perform well under stress.
  • Must be a self-starter and goal driven.

Community Involvement:

  • Represent the Bank at various community events.
  • Encourage staff participation in community activities.

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