Customer Care Section Manager

Summary/Objective

The Customer Care Section Manager is a highly focused management position. Provides direction and oversight to team members to ensure all department goals are achieved. Responsible for ensuring a superior service-oriented and professional working environment by supervising and coaching the performance of their team members and executing necessary actions for their motivation when required.

Essential Functions

• Motivates and inspires the team to meet and surpass their goals on a daily and monthly basis.
• Sets clear expectations and goals to ensure the overall customer care team succeeds in the highest customer satisfaction.
• Ensures team members are performing to meet Service Levels, abandonment rates, and quality service expectations each month.
• Fosters employee growth through positive feedback and reinforcement.
• Develops career paths for all employees to identify growth potential and tracks the employee's performance to ensure their success in their career.
• Communicates the company’s purpose, core values, and mission to the team.
• Ensures representatives follow their schedules properly as designed.
• Prepares documentation such as general reports on each team member’s performance and goals set as well as ensuring that they meet or exceed goals.
• Meets monthly with all team members to praise positive performance, and coach any areas that the call representative may have in order to help them progress and achieve set goals.
• Aids in facilitating communication among members of the team, helping to resolve issues as they arise.
• Works to meet the departmental objectives, including conversion targets, new product rollouts, and technological installments or updates.
• Handles escalated calls, complaints, and questions as necessary.
• Prepares, schedules, and presents monthly team meetings.
• Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
• Promotes a harmonious and engaging work environment through a team approach.
• Recommends solutions for departmental issues.
• Maintains a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of the call center.
• Uses proper judgment, experience, and job knowledge for solving problems and issues.
• Maintains a broad awareness of other technologies in the rapidly changing environment of financial services.
• Offers suggestions and develops procedures or technology that may increase efficiency within the call center.

Competencies

• Strong leadership and coaching skills; Provide constant and timely feedback and suggest improvements to process and procedures.
• Strong knowledge of banking procedures.
• Strong listening skills.
• Strong relationship building skills.
• Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely.
• Flexible under pressure.
• Emotional Intelligence: has the capacity to be aware of control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.

Qualifications, Education, and Certification Requirements

• Education: High School diploma required, College or Associate Degree preferred.
• Experience: Previous work experience with a financial institution. Must have working experience in a call center or other related field. Strong knowledge of banking operations procedures but not limited to navigating banking systems and interpreting team members and customer needs. Strong computer skills and ability to navigate systems for quick resolution.
• Certifications/Specific Knowledge: Must have strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills. Must be a strong coach and understand team members' needs and develop goals for success. Must have an outgoing and upbeat personality. Excellent writing skills. Knowledge of computer navigation, troubleshooting and keyboarding skills, including the ability to navigate between multiple systems. Ability to work with confidential information, both internally and externally, in a professional manner. Ability to have flexible hours when necessary. Interpersonal skills to create a positive and effective work environment. Have a natural flair for coaching, motivating, and interacting with people.

Training Requirements/Classes

• Annual Regulatory Compliance Training.

Physical Demands/Work Environment

• Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers. This position requires a large amount of time in front of a computer.

Telecommuting Requirements

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Ability to keep all company sensitive documents secure (if applicable).
• You agree that you will not provide child or adult care during hours of scheduled work.

Telecommuting Technical Requirements

• A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
• Must be able to directly connect to router/modem via Ethernet cable.
• To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.

Pay and Benefits

Pay for this position is anticipated to be between $49,863.00 - $79,653.00, actual offers to be determined based on applicant’s skills, experience and education. While the anticipated deadline for the job posting is 08-06-2026, we encourage you to submit your application as we may still consider qualified candidates beyond this date.

SouthState is an Equal Opportunity Employer, including disabled/veterans.