Customer Care Center Supervisor

Job Summary

The Customer Care Center Supervisor oversees a designated queue (Consumer, Business and Digital, or Loan Servicing) within the Customer Care Center.  The Customer Care Center Supervisor leads, coaches and develops Customer Care Center Representatives to help them best serve our customers and deliver exceptional experiences.  The Supervisor is responsible for the day-to-day operations of the Customer Care center, including reinforcing policies and procedures, assisting in the training, performance evaluating, and skill developing of Customer Care Center Representatives. 

Key Responsibilities / Essential Functions


* Lead a team of Customer Care Center Representatives to achieve departmental objectives and key performance indicators.


* Maintain comprehensive knowledge of all bank products and services.


* Monitor call, chat, and email volumes to ensure adequate coverage and recommend staffing adjustments as needed.


* Respond to customer inquiries across multiple channels, including inbound/outbound calls, live chat, email, and web forms.


* Assist with queue management when necessary.


* Collaborate with other Customer Care Center leaders to resolve questions, concerns, and customer issues.


* Manage customer service standards and ensure efficient resolution of inquiries and complaints.


* Monitor calls for quality assurance and compliance with service standards and bank policies.


* Ensure proper collection, verification, and documentation of customer information.


* Handle escalated calls and complaints promptly and effectively.


* Provide leadership in recruitment, interviewing, and training of team members.


* Coach, develop, and provide ongoing performance feedback to employees; set measurable goals and support professional growth.


* Conduct regular 1:1 meetings with team members to review performance, provide coaching, and address concerns.


* Partner with other business lines to identify improvement opportunities and training needs.


* Maintain confidentiality and security of sensitive information.


* Adhere to corporate policies, procedures, and all applicable federal and state regulations.


* Complete mandatory annual compliance training.


* Complete all mandatory annual compliance training.


* Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection, and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws.


* Perform other duties and special projects as assigned.

Job Requirements

Education:


* High School Diploma or equivalent.

Required:


* 1+ years’ supervisor and customer service experience.


* 2+ years’ experience in the financial services industry.


* Abili...