Customer Care Section Manager

SUMMARY/OBJECTIVE

The Customer Care Section Manager is a highly focused management position. Provides direction and oversight to team members to ensure all department goals are achieved. Responsible for ensuring a superior service-oriented and professional working environment by supervising and coaching the performance of their team members and executing necessary actions for their motivation when required. Must be very knowledgeable in regards to reporting, communication, technology, and organizational procedures.

Ensures that the Customer Care Representatives are following rules and regulations of South State Bank. Responsible for contributing to improve efficiencies and cost control through evaluation of efficient and effective work processes and appropriate staffing.

• Has the responsibility to motivate and inspire the team to meet and surpass their goals on a daily and monthly basis. Sets clear expectations and goals to ensure the overall customer care team succeeds in the highest customer satisfaction.
• Ensures team members are performing to meet Service Levels, abandonment rates, and quality service expectations each month.
• Focus on employee’s growth through positive feedback and reinforcement. Develops career paths for all employees to identify growth potential and tracks the employee’s performance to ensure their success in their career.
• Closely monitors the development as well as continuous improvement of the entire team on a day-to-day basis.
• Responsible for communicating the company’s purpose, core values, and mission to the team.
• Responsible for ensuring that the representatives follow their schedules properly as designed.
• Prepares documentation such as general reports on each team member’s performance and goals set as well as ensuring that they meet or exceed goals.
• Meets monthly with all team members to praise positive performance, and coach any areas that the call representative may have in order to help them progress and achieve set goals.
• Assist to ensure the facilitation of communication among members of the team, helping to resolve issues as they arise.
• Works to meet the departmental objectives, including conversion targets, new product roll outs, and technological installments or updates.
• Ability to convey thoughts and findings clearly and concisely in oral and written format that promotes the South State Bank Way.
• Handles escalated call, complaints, and questions as necessary.
• Prepares, schedules and presents month team meetings.
• Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
• Promotes a harmonious and engaging work environment through a team approach.
• Recommends solutions for departmental issues.
• Monitors calls in an unbiased, professional manner that is always in the best interest of the department, the customer, and South State Bank.
• Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of the call center.
• Uses proper judgment, experience and job knowledge for solving problems and issues.
• Maintain a broad awareness of other technologies in the rapidly changing environment of financial services.
• Offering suggestions and developing procedures or technology that may increase efficiency within the call center.

• Strong leadership and coaching skills;
  Provide constant and timely feedback and suggest improvements to process and procedures.
• Strong knowledge of banking procedures.
• Strong listening skills.
• Strong relationship building skills
• Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely.
• Flexible under pressure.
• Emotional Intelligence: has the capacity to be aware of control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.
• The duties and responsibilities listed above may be revised at any time within the sole discretion of South State without advance notice to or the consent of the employee.
• Accepts other duties as assigned.
• Must be available to travel when necessary.
• South State reserves the exclusive right to transfer an employee, without their consent or advance notice, from their current position to any other position within the same branch or a different branch.

Education:

High School diploma required, College or Associate Degree preferred.

Experience:

Previous work experience with a financial institution. Must have working experience in a call center or other related field. Strong knowledge of banking operations procedures but not limited to navigating banking systems and interpreting team members and customer needs. Strong computer skills and ability to navigate systems for quick resolution.

Certifications/Specific Knowledge:
Must have strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills. Must be a strong coach and understand team members needs and develop goals for success. Must have outgoing and upbeat…