Manager, Customer Care in Lancaster, Ohio at Savings Bank

Employment Type - Full time

FLSA Classification – Non-Exempt

Primary Schedule – During location hours

Supervisory Responsibility – Yes

The Customer Care Manager role is responsible for day-to-day oversite of the Customer Care team to ensure customer calls are handled accurately, efficiently and with excellent service. The Customer Care Manager is expected to provide ongoing managerial, technical and motivational leadership, in line with The Savings Bank values and goals.

· Knowledge of call center operations

· Knowledge of banking operations and compliance

· Ability to communicate clearly and professionally at both written and verbal levels.

· Ability to learn and adapt to regulatory changes and regulatory changes

· Exhibit and maintain high degree of professionalism and confidentiality.

· Ability to anticipate manager and/or departmental needs.

· Ability to identify risk factors that impact team process and procedures and make recommendations to address.

· Strong attention to detail.

· Strong organizational, multi-tasking and prioritizing skills with attention to detail and follow-up.

· Minimum 2 years supervisory experience

· 3-5 years banking experience required

· Previous call center experience preferred.

· High School diploma or GED equivalent.

*This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of employees in this position. Further, this job description should not be considered an employment contract. All employment is employment-at-will. We reserve the right to modify job duties or descriptions at any time.

Duties and Responsibilities

· Responsible for managing all aspects of the customer care team including service, operational procedure and compliance with applicable regulations.

· Manage a team of individual contributors, including training, monitoring and routinely evaluating representative performance, providing feedback, coaching, and corrective action, as needed.

· Participate in interviews for open Customer Care Representative roles.

· Ensure effective training and onboarding for new hires.

· Conduct team meetings, support/facilitate training, resolve escalated issues, assume responsibility for seeking solutions, maintain effective communication and engage leaders and partners as needed to keep advised of current and potential problems and initiatives.

· Be involved in bank projects to understand the impact to products and services so that the Customer Care team is educated and prepared to support associated customer calls.

· Monitor call volume and other metric expectations to ensure appropriate staffing levels and skills.

· Review and utilize available reports to improve team performance and service delivery.

· Ensure all regulatory requirements, including those specified in The Savings Bank policies and procedures are adhered to.

· Lead the Customer Care team to achieve results and participate in strategic planning as necessary to meet the needs of the Bank. · Liaison with other department management to maintain effective processes, communication and teamwork. Partner with functional leaders across the Bank to build and enhance connection points between teams to ensure efficient and accurate service for customers.

· Support call volume as needed.