Customer Care Manager

2 weeks ago


Doral, Florida, United States One United USA Full time
Job Title: AVP/Customer Care Manager

OneUnited Bank is seeking a highly skilled and experienced AVP/Customer Care Manager to lead our Customer Care unit. The successful candidate will be responsible for managing the day-to-day operations of the unit, ensuring a high level of service to our customers.

Key Responsibilities:
  • Manage and lead a team of customer service representatives to ensure excellent customer service and high-quality performance.
  • Develop and implement strategies to continuously improve customer service metrics, including call volume, average hold time, and percent answered.
  • Work closely with internal departments and vendors to ensure effective utilization of technology and systems.
  • Lead and manage department schedules, training, activities, and staff in accordance with service-focused goals, objectives, and policies.
  • Manage, monitor, coach, develop, and hold accountable staff in consistently meeting and exceeding goals.
  • Maintain a department that meets and can demonstrate compliance with standards set by all regulatory agencies as well as employee safety and customer information security.
Requirements:
  • High School Diploma required, Bachelor's Degree preferred.
  • A minimum of 5 or more years of banking experience.
  • Proven leadership skills, including previous management experience, strong verbal and written communication skills, and excellent interpersonal skills.
  • Banking call center management or retail banking management experience desired.
What We Offer:

We offer a competitive salary range of $60,000 - $70,000, as well as opportunities for professional growth and development. If you are a motivated and experienced leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.



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