Call Center Operations Manager

3 days ago


Bethesda, Maryland, United States Veritas Partners LLC Full time
Call Center Manager

Veritas Partners LLC is seeking a seasoned Call Center Manager to lead their Bethesda office team. The ideal candidate will have a strong background in financial services and excellent leadership skills.

Key Responsibilities:
  • Manage Call Center Operations: Supervise and train call center agents, provide accurate and satisfactory answers to queries, and de-escalate situations with dissatisfied customers.
  • Customer Communication and Support: Call clients to inform them about new products, services, and policies, guide callers through troubleshooting, and provide deposit rate information and product alternatives.
  • Collaboration and Training: Collaborate with other bank departments, assist in training new employees, and serve as a resource on new digital account processing.
  • Customer Service Excellence: Ensure positive, courteous, and efficient interactions with customers, adhere to bank regulations, and maintain confidentiality.
  • Regulatory Compliance: Comply with all bank regulatory policies, conduct periodic training on policies outlined in the Compliance Training Manual.
Requirements:
  • Bachelor's degree preferred.
  • Minimum of eight years of call center experience.
  • Minimum of two years managing a team in a Call Center environment.
  • Heavy preference towards Financial Services / Banking / Credit Union experience.
  • Effective written and verbal communication skills.
  • Excellent active listening, interpersonal, and rapport-building skills.


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