Customer Support Center Manager I

Responsibilities

• Oversees operational and referral functions at stand-alone call center hub locations.
• Leads the team to ensure an exceptional customer and team member experience through our contact channels (Phone, Chat, Email, etc.).
• Maintains a position of trust and responsibility by keeping all customer or team member information confidential.
• Communicates and ensures adherence to all bank initiatives, compliance, security and operational policies and procedures as well as financial loss standards.
• Communicates corporate initiatives and priorities to ensure direct reports have a clear understanding.
• Led daily and weekly, individual, call center plans, that tie into overall departmental goals.
• Provides daily motivation and coaching of staff to ensure accountability and achievement of assigned referral goals while leading by change management.
• Oversees the training of the Contact Center team to operate the departments needs.
• Responsible for continual training and development of staff, which includes, but is not limited to the following areas: referrals, operational, customer service, product knowledge, risk management, policies and procedures.
• Maintains thorough product knowledge.
• Completes required training associated with job function and performs related duties as assigned.

Qualifications

• Education/Experience: Bachelor’s Degree preferred. Associates Degree in a related field and minimum 3 years of sales management experience with a proven track record of driving sales, both individually and as a leader of a sales team. Minimum 5 years of retail sales and customer service experience.
• Skills: Excellent interpersonal, problem-solving and leadership skills. Ability to multitask and stay organized. Strong grasp on company products and solutions to align with customer service policies and procedures.

Total Rewards

• Competitive health, dental & vision coverage with HSA match
• 401(k) with employer match + Employee Stock Purchase Plan
• Generous PTO, paid holidays & parental leave
• Tuition reimbursement & performance-based bonuses