Customer Care Center Team Manager

Job Summary: The Customer Care Center (CCC) team manager position is responsible for executing the bank’s strategy for the customer service experience within the contact center through strong leadership, development of processes, fostering an environment of teamwork, empowerment and mutual accountability that are in alignment with the bank’s goals. This position leads a team 8 -10-customer service specialist to provide a superior customer service experience through coaching and mentoring of customer service and contact center best practices. This leader is responsible for driving results through collaboration, learning and influence within their team. This position will also manage call center processes and complex customer incidents; work directly with branches and business partners in the bank to support and ensure timely resolution of issues and a superior customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Lead a team of customer service specialists in the delivery of a superior customer experience and implementation of bank strategies and initiatives within the bank and Customer Care Center (CCC).
• Support the development, training and lead the implementation of projects within the CCC that support the banks strategic initiatives.
• Design and implement call center process that supports the customer experience. Participate in the creation of procedures/processes that drive efficiency, reduce risk and deliver to the customer promise.
• Utilize Key performance indicators (KPI) to measure and manage performance, and identify process improvements that drive efficiency in the CCC.
• Collaborate with retail, business, digital and operational teams to insure a consistent and positive customer experience.
• Ensure the execution of policies and practices are in compliance with regulatory, and risk guidelines. Adhere to all State and Federal Banking Regulations, remain up to date on new regulations, and appropriately implement policies and procedures in alignment with regulations and call center process.Identify and implement controls to mitigate risk and minimize fraud for new and/or existing products, solutions and services.
• Participate in the review and recommendations of operational systems and updating of departmental procedures as needed.
• Responsible for timely preparation of monthly report of activities and completion of quality reviews.
• Responsible to interview, hire, communicate and train employees. In addition, plan, assign, direct work, and address complaints and resolve problems.Responsible to plan and set performance goals for team and support the development of plans to achieve performance and career planning goals. .
• Regularly observe performance, coach, develop and document performance and action plans and reviews. Identify strengths and opportunities from observations and data including possible root cause of willingness, knowledge and skills. Create, conduct and develop action plans to realize goals of exceptional customer experience, sales and efficiencies.
• Lead and oversee daily (day-to-day) operational activities, quality and productivity of the department. Ensure the adjustment of staff and allocation of resources to insure service levels, quality of service and maximum productivity. Manage multiple priorities with reporting and customer information systems on a daily basis.
• Serve as a contact for branch personnel, as needed, providing customer service and resolving outstanding issues for department work (manage the completion of and track quality review forms).
• Perform additional duties as requested, needed, or assigned

JOB REQUIREMENTS

• Strong leadership abilities and experience in banking and Call Centers
• Highly motivated professional with the ability to handle multiple priorities and complete tasks/projects with stated deadlines
• Self-motivated with strong organizational and time management skills and ability to work independently
• Superior customer service and problem-solving skills
• Attention to detail, and the capability and drive to identify, analyze, and solve problems collaboratively
• Demonstrated ability to foster teamwork and develop people.
• Strong written and verbal communications skills and ability to influence othersAdapt and help others manage change
• Knowledge of Bank process and systems
• Strong computer and technical skills
• Must have reliable transportation; must be flexible and able to adapt to new job locations and re-assignments as directed
• Ability to adhere to Needham Bank’s Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)

EDUCATION & EXPERIENCE

• Bachelor’s Degree highly preferred or equivalent experience
• 5 years cumulative banking/contact center experience or bank customer service experience preferred
• 3-5 year of People or Process management experience – contact center/ customer service experience in banking preferred
• Knowledge of banking and federal and state regulations and guidelines pertaining to banking

PAY RANGE: $69,794.45 – $90,732.79/year

The pay range provided is based on what we believe is a reasonable estimate for the pay range for this job at the time of posting. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace – if you are excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.