Customer Care Center- Assistant Customer Care Center Manager

Assistant Customer Care Center Manager (E1)

Chelsea Groton is looking to hire motivated and dynamic individuals for our Customer Care department. The Customer Care Assistant Manager assists our agents and customers in-person using phone, chat, text, and video channels. The ideal candidate will have strong leadership skills, an entrepreneurial spirit, and be a motivated and personable individual willing to help customers achieve their financial goals by providing outstanding service in a professional manner through our various digital channels. Become a member of a positive, versatile and inclusive team that promotes self-development and empowerment for the benefit of our customers and our community.

Responsibilities and Requirements vary based on job level. Expectations include:

1. Supervises and assists in managing call center channels including calls, text, chat, video, and VBM services. Ensure seamless customer interactions supporting key products such as deposits, loans, and electronic delivery channels including online/mobile banking, debit cards, etc. working with the Customer Care Center Manager.
2. Supervises and assists Customer Care staff to effectively provide accurate information and support to customers. Support cross-sell efforts and retail/back-office personnel. Assists in managing overall team performance working with the Customer Care Center Manager.
3. Provide guidance, training, and support to Customer Care staff, fostering a positive and productive work environment. Effectively coach the Customer Care staff to appropriately expand relationships and assist customers with meeting their needs.
4. Ensure all customer inquiries and issues are resolved promptly and satisfactorily, maintaining a high standard of service.
5. Track and analyze key performance indicators (KPIs) on call center performance, customer feedback, and operational efficiency; ensure quality assurance in processing forms, customer requests, and product/service maintenance according to Bank policies. Monitors system and application activity and availability and proactively escalate problems and outages to management.

POSITION REQUIREMENTS: Minimum of Associate's Degree and/or 1 years' experience of Call Center, retail banking or E-Commerce supervisory experience. Must have strong leadership, supervisory, customer service, problem resolution, interpersonal and communication skills. Must be detail oriented and well organized. Must have some knowledge or aptitude regarding desktop computers, cellular phones and other web enabled mobile devices including but not limited to settings, internet browsers and mobile apps. Proficient in Microsoft Word and Excel and be able to use various types of office equipment including computer, calculator, fax, copier and document imaging technology and equipment. Ability to learn and adapt to change and flexibility of both schedule and routines is required. Must interact with customers and bank team members in a professional manner.

Why Choose Chelsea?

The Bank has been named a Top Workplace in Connecticut since 2016. And with good reason Our team members are encouraged and empowered to be better, go further, and help others. And there are lots of other perks too - competitive salary, 401(k) plan, paid time off, health benefits, wellness and engagement programs, leadership training, professional development, and learning opportunities for all team members, and more Several members of the Bank's team have been recognized in our industry and throughout the community by earning awards such as the Connecticut Bankers Association New Leaders in Banking, ICBA Forty Under 40, The Day Forty Under 40, Banking New England Women of FIRE, and more.

At Chelsea Groton, we don't just meet the expectations of our community; we exceed them in the ways we, as a mutual bank, do business, and how we support local organizations financially and through volunteerism. We are focused on bringing together the best in digital, remote, and in-person capabilities. Our approach is designed around the lives of our customers so they can manage finances when, where and how they want, and team members can provide support to our customers in more ways too.

Apply today to join a company named Best Bank by The Day (2015 - present), Top Workplace by the Hartford Courant (2016 - present), and one of Forbes Best-In-State Banks (2021, 2022)

Responsible for adhering to Bank policies and procedures relating to regulatory compliance requirements applicable to the job function including but not limited to the Bank Secrecy Act, Anti-Money Laundering, and Fair Lending. EOE/AA/M/F/D/V. Member FDIC.