Customer Care Center Supervisor

Country Bank is a growing mutual community bank with locations in Hampden, Hampshire and Worcester counties. We are made to make a difference in the lives of our customers, our communities, and for our team members every day since 1850. It is our people that drive our success and create our inclusive and engaging culture.

Position Title: Customer Care Center Supervisor

Compensation: $50,000 to $63,000 per year

Employment Type: Full‑time, 38 hours weekly

• Medical, dental and vision insurance
• 401(k) Plan with generous employer contribution and match
• Income protection benefits
• Educational assistance and tuition reimbursement
• Generous total paid time off
• Additional benefits available

• Promote the Bank’s overall goals and initiatives and oversee daily operations.
• Coach, schedule, and ensure timely resolution of customer issues to strengthen satisfaction.
• Maintain operational soundness of both Bank and regulatory policies and collaborate with other departments as needed.
• Provide sales support to the team through CBE and offer Country Bank solutions to customers.
• Manage operational workflow of the Customer Care Center, including scheduling, phone system functions, ITM responsibilities, department policies, and fielding complex customer requests.
• Build and deepen customer relationships by actively listening and engaging customers on their financial needs and priorities.
• Open new accounts, provide educational instructions, and originate home equity lines of credit and consumer loans.
• Process financial transactions for customers, including deposits, withdrawals, loan payments, and cashing checks.
• Demonstrate expertise in eService technologies and act as the Care Center’s technical expert for electronic products and services.
• Stay abreast of new eService technologies, pilot beta tests, and coach the team on new tools and products.
• Ensure compliance with applicable federal, state, and local laws and regulations.
• Build lasting relationships with customers, internal and external, embodying the Core Values:
  Integrity, Service, Teamwork, Excellence, and Prosperity.

• Supervise 5 to 10 employees.
• Foster a culture consistent with the Bank’s Core Values within the department.
• Coach and empower team members by providing personal and professional development opportunities.

• Work independently and as part of a team in a fast‑paced environment.
• Strong customer service, negotiation, and communication skills.
• Exceptional interpersonal, problem‑solving, and conflict resolution skills.
• Basic knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, Word).
• Preferred knowledge of the Finastra core platform.

• High School diploma or equivalent (required).
• Associate’s degree or equivalent banking experience (preferred).
• Minimum 3 years in a banking environment (required).
• At least 1 year of call center experience in a related industry (preferred).
• At least 1 year of sales leadership experience in Retail Banking or a Call Center (preferred).
• Notary Public license required; lending origination skills and active registration with Nationwide Mortgage Licensing System required.

• Office environment with moderate noise.
• Prolonged sitting and computer use; minimal physical effort required.
• Repetitive motion of wrists and fingers; talking and hearing; handling light materials and supplies.

Country Bank is an Equal Opportunity Employer. Diverse applicants encouraged to apply.