Call Center Manager – Samford, CT

The Symicor Group is a boutique talent acquisition firm based in Lincolnshire, IL & Rockport, TX. Our unique value proposition centers around providing the best available banking and accounting talent, with most of our recruiters being former bankers or accountants.

We excel at evaluating top banking and accounting talent in the market. Whether you are a candidate seeking a new opportunity or a bank or company president trying to fill an essential position, The Symicor Group is ready to deliver premium results.

Our community bank client seeks to fill a Call Center Manager role in the Samford, CT market.

Call Center Manager responsibilities include:

• Leading and supervising Call Center Supervisors and Digital Service Representatives.
• Motivating, mentoring, and training staff to achieve goals and ensure a positive customer experience. Acting as a key resource for customer education about bank products and services.
• Processing transactions accurately and resolving complex product and service issues for members and team members.
• Managing volume and supporting the team through engagement assistance, application processing, and handling customer requests to meet service levels.
• Utilizing knowledge of bank products, services, and compliance to train staff effectively.
• Creating and evaluating reports on customer engagement and application trends to inform staffing and support service goals.
• Assessing staffing needs and managing schedules to ensure service levels are maintained.
• Providing professional customer service via phone, email, and other communication channels.
• Staying updated with technology trends to support staff and membership as new technologies emerge.
• Interviewing prospective staff, evaluating performance, and managing disciplinary actions.
• Promoting a positive work environment through effective communication and demonstrating the bank’s core values of Service, Teamwork, Integrity, and Responsibility.
• Keeping abreast of industry developments, including regulatory changes and technological advancements.

You are someone eager to influence your development and pursue your passions. You see a job title as a starting point for your future, not the final definition of who you are.

You also bring the following skills and experience:

• Bachelor’s degree is strongly preferred, preferably in Business Management or related fields.
• At least 3 years of relevant management experience in banking, lending, or call center roles.
• Extensive knowledge of state and federal regulatory compliance and credit union policies, with basic legal processing knowledge.
• Strong management, analytical, interpersonal, written, and verbal communication skills.
• Technical proficiency in Microsoft 365, Fiserv DNA, NCR Digital Banking, and loan origination systems is preferred. Knowledge of other banking and lending systems is a plus.

The next step is yours. Email your current resume along with the position you are interested in to: