Customer Care Manager

Are you a people-focused leader who is passionate about creating a strong customer experience? First International Bank & Trust is seeking a Customer Care Manager to lead our Customer Care Center, develop team members, and strengthen the processes and technology that support our customers.

• Lead, coach, train, and motivate Customer Care team members.
• Promote a customer-focused culture centered on responsive, high-quality service.
• Identify and implement improvements to processes, technology, and training.
• Develop contact center strategies through needs assessments, capacity planning, and cost-benefit analysis.
• Create and analyze reports on key contact center metrics, using the findings to develop recommendations and strategic plans.
• Support the team with escalated customer interactions and help resolve challenging situations.
• Oversee onboarding and ongoing training, including maintaining written procedures.
• Coordinate schedules and daily work activities, conduct regular one-on-one meetings, and complete performance reviews.
• Monitor calls and chats and conduct other quality-control reviews.
• Manage third-party relationships and collaborate with teams throughout the Bank.

• Bachelor’s degree from an accredited four-year college or university.
• Five or more years of experience managing a call center, branch location, or similar operation.
• An equivalent combination of education and relevant management experience may be considered.
• Experience with Salesforce Financial Services Cloud or Salesforce Service Cloud is preferred.

• A customer-first mindset and commitment to delivering an excellent experience.
• Strong leadership, coaching, and team-development skills.
• Clear and professional written and verbal communication.
• The ability to adapt as customer needs, technology, and business priorities change.
• Sound judgment when addressing escalated or sensitive customer situations.
• Strong organization, self-management, and attention to detail.
• The ability to build effective working relationships across teams.
• A commitment to confidentiality, integrity, and following established policies and controls.