Customer Care Manager

• Provide oversight and management over assigned staff, including job assignments, to ensure department objectives are achieved and internal controls are developed, implemented and complied with.
• Set and monitor goals and expectations regarding call volume and quality, excellent oral and written communication, response rate of emails, and other performance indicators to ensure program effectiveness.
• Provide regular performance feedback suggesting strategies and training for development, salary increases, promotions or other actions to improve team member and department performance. Conduct and review performance evaluations and make recommendations with regard to hiring and terminating employees.
• Recognize outstanding performance and recommend opportunities for continuous improvement and professional growth.
• Develop and adjust employee schedules for Contact Center, managing time and skills strategically to successfully handle call and email volume while meeting quality standards.
• Promote and foster a culture of teamwork, cooperation, and respect within the department. Encourage employee engagement by demonstrating how individual contributions matter to the company’s overall success.
• Responsible for research and implementation of enhancements in assigned area and Contact Center customer service development strategies.
• Ensure all applicable laws and regulations and customer service quality standards are complied with.
• Maintain awareness of changing trends, various laws, regulations and general safety and soundness guidelines that effect the department and assist in ensuring compliance.
• Oversee the development and maintenance of departmental policies and procedures and implement changes as needed to ensure assigned team members are informed.
• Create and execute a training plan, procedures, and up-to-date documentation to ensure team members have a comprehensive understanding of the phone system, Core platform and any applicable programs required to assist customers. Ensure team members receive appropriate tools and support to apply skills and knowledge to effectively resolve customer issues and enhance customer relationships.
• Ensure effective controls are in place to mitigate risks in assigned areas including fraud detection and cross-selling efforts.
• Communicate company policies, procedures, and best practices.
• Collaborate with other supervisors and managers to ensure information sharing and consistent levels of service across the Bank.
• Act as first point of contact for elevated customer service issues and work to resolve to mutual satisfaction.
• Work closely with Core provider Contact Center in providing current procedures and communicating changes as needed in a timely manner.
• Compile and develop applicable management reports.
• Assist in developing and maintaining the department budget.
• Responsible for administering and monitoring activities of various web-based modules.
• Assist in developing and implementing project plans.

• Bachelor’s degree and/or five years of experience in customer service and other applicable areas relevant to the position.
• Two years of experience in customer service role in a Contact Center environment.
• Supervisory experience and training in Contact Center customer service required.
• In-depth working knowledge of various systems supporting Contact Center administration and customer service required.

• Strong organizational skills and attention to detail.
• Strong customer service orientation.
• Ability to problem solve, prioritize tasks and meet required deadlines.
• Ability to think critically and use good, sound judgment in decision making.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, outside auditors and accountants, Board of Directors or other members of management.
• Ability to write routine correspondence and communicate effectively and tactfully, orally and in writing with employees, customers, vendors and management.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Must understand and comply with company policies and procedures.
• Ability to deal with several abstract or concrete variables simultaneously.
• Ability to oversee goals and projects and ensure they are completed in a timely manner.
• Ability to maintain a friendly, helpful and courteous attitude when working with customers or co-workers under diverse conditions.
• Ability to accurately and quickly complete standard mathematical calculations.
• Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
• Ability to interpret various ratios and relationships inherent in common or specialized financial reports.
• Ability to project future results or consequences from different alternatives or variables.
• Ability to use a variety of internet browsers and Microsoft Office programs, specifically Word, Outlook and Excel.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must have the ability to lift and carry 25 pounds for a distance of 50 feet.

Intent and Function of Job Descriptions: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills or working conditions. The duties and responsibilities enumerated are essential job functions except for those that begin with the word “May.”

Banterra promotes an Equal Employment Opportunity workplace which includes reasonable accommodation of otherwise disabled applicants and employees.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. Banterra maintains its status as an at-will employer.