Customer Care Oversite and Call Monitoring Specialist

Overview

Customer Care Oversight and Call Monitoring Specialist (Administrative)

Join Our Team--Where Values Drive Excellence in Customer Care Quality! First Carolina Bank | BM Technologies is seeking a Customer Care Oversight & Call Monitoring Specialist to elevate quality, ensure compliance, and deliver consistently great experiences across our Customer Care organization.

• Lead day-to-day oversight of Customer Care support staff and perform calibrated call/ticket monitoring to verify adherence to standards, processes, and quality expectations.
• Build monthly dashboards and trend reports from monitoring outcomes; surface recommendations leaders can use to coach teams and implement service enhancements.
• Collaborate routinely with Customer Care Leadership, Banking Operations, Product & Technology, and Compliance/Regulatory Response to align improvements with organizational goals.
• Thrive in a role designed for precision, consistency, and error-free execution within defined procedures and regulatory standards.
• Review complaint entries daily for accuracy and resolution quality; act within authorized limits and established controls that protect shareholder and customer interests.
• Where you ll spend time: ~40% Oversight • ~40% Call Monitoring • ~10% Reporting • ~10% Other duties/projects.

• Cooperative, empathetic, and team-oriented:
  You communicate helpfully, build consensus, and support others while following structured, step-by-step methods.
• Steady and precise:
  You value established procedures, focus on accuracy and quality, and are comfortable with repetition to produce consistent, high-quality work.
• Thoughtful and risk-aware:
  You re cautious with risk, disciplined, and exercise sound judgment within clearly defined parameters.
• Service-minded expert:
  You enjoy mastering systems and standards and using that expertise to coach, calibrate, and improve outcomes across the team.

• Review calls and monitoring forms for staff calibration and adherence to expectations.
• Execute random call/ticket audits for accuracy against department processes.
• Provide timely reporting and feedback to leadership for coaching and continuous improvement.
• Conduct daily reviews of complaint management entries to ensure accuracy, timeliness, and correct resolution.
• Maintain working knowledge of department systems; support implementations/conversions as needed; contribute to special projects.

Required

• Associate s degree (Bachelor s preferred) or equivalent experience.
• Exceptional customer service orientation with a track record of meeting goals (e.g., NPS, First Call Resolution).
• Results-driven, process-driven, and achievement-focused; assertive yet professional.
• Strong problem-solving with root-cause analysis; effective written and verbal communication.
• Excellent organization; proficiency using tools like Outlook to keep commitments and priorities on track; detail-oriented and adaptable in a fast-paced environment.
• Ability to work independently and as part of a team; strong analytical and decision-making skills.

Preferred

• 3-5 years  retail banking or contact center experience.
• Familiarity with complaint management workflows, QA/monitoring forms, and call-quality calibration practices.

• Competitive total compensation
• Comprehensive health, dental, and vision insurance
• Retirement savings plans with company match
• Paid time off and holidays
• Professional development and training opportunities
• Employee assistance programs
• Opportunities to serve our communities

• Understands and adheres to Workplace Policies, Code of Conduct, privacy, and information security guidelines.
• Follows all applicable security procedures and regulatory requirements (Anti-Money Laundering, Bank Secrecy Act, USA PATRIOT Act).
• Acts within authorized limits and role-specific policies and procedures; protects shareholder and customer interests at all times.

• Enterprising: A do-business attitude and resourcefulness to solve problems and support clients in every interaction.
• Intentional:
  Do what we say we will do; follow through meticulously and mind the details.
• Responsive:
  Deliver frictionless experiences by answering the bell quickly and exceeding service expectations.
• Considerate:
  Lean into community needs and demonstrate professionalism and empathy with customers, coworkers, and regulators.

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