Banking Call Center Leader — Elevate Customer Experience

Symicor Group; East Windsor Hill (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

The Symicor Group is seeking a Call Center Manager for the Samford, CT market to lead a team of supervisors and digital service representatives. You will drive customer satisfaction by mentoring staff, resolving complex issues, and ensuring compliance with banking policies and regulatory requirements.

The role requires a strong background in banking or call center management, with expertise in Microsoft 365, Fiserv DNA, NCR Digital Banking, and loan origination systems.

Qualifications

• Bachelor's degree in Business Management or related field is strongly preferred.
• Minimum of 3 years of relevant management experience in banking, lending, or call center roles.
• Extensive knowledge of state and federal regulatory compliance requirements and credit union policies and procedures.
• Strong management, analytical, interpersonal, written, and verbal communications skills.
• Proven customer service skills.
• Working knowledge of Microsoft 365, Fiserv DNA, NCR Digital Banking and loan origination systems; other banking systems a plus.

Responsibilities

• Leads and supervises Call Center Supervisor and Digital Service Representatives.
• Motivates, mentors, and trains staff to achieve goals and deliver a positive customer experience.
• Analyses and resolves complex product and service issues for members and the team.
• Manages volume and supports the team with engagements, applications, and customer requests to meet service levels.
• Ensures staff is trained on bank products, services, and regulatory compliance.
• Creates and evaluates reports for customer engagements and applications to identify staffing trends.

Skills

Management

Analytical

Interpersonal skills

Written communication

Verbal communication

Customer service

Microsoft 365

Fiserv DNA

NCR Digital Banking

Loan origination systems

Education

Bachelor's degree in Business Management

Tools

Microsoft 365

Fiserv DNA

NCR Digital Banking

Loan origination systems

Job description

The Symicor Group is seeking a Call Center Manager for the Samford, CT market to lead a team of supervisors and digital service representatives. You will drive customer satisfaction by mentoring staff, resolving complex issues, and ensuring compliance with banking policies and regulatory requirements.

The role requires a strong background in banking or call center management, with expertise in Microsoft 365, Fiserv DNA, NCR Digital Banking, and loan origination systems.