Banking Call Center Manager: Customer Experience Leader

Symicor Group

Hartford (CT)

On-site

USD 75,000 - 95,000

Full time

5 days ago

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Job summary

The Symicor Group is assisting a community bank client in Samford, CT to hire a Call Center Manager. The role leads a Call Center Supervisor and Digital Service Representatives, guiding staff to deliver excellent customer experiences and meet service goals.

The ideal candidate has a Bachelor's degree and at least 3 years of management experience in banking or call center settings, with strong regulatory knowledge and proficiency in Microsoft 365, Fiserv DNA, NCR Digital Banking, and loan

Qualifications

Bachelor’s degree strongly preferred in business management or related field.
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 bank policies.
Strong management, analytical, interpersonal, written, and verbal communication skills.
Proven customer service skills.
Working knowledge of banking systems including Microsoft 365, Fiserv DNA, NCR Digital Banking, and loan origination systems.

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.
Analyzes and resolves complex product and service issues for members and staff.
Manages volume and supports engagements, applications, and customer requests to meet service levels.
Promotes and maintains professional service and adherence to regulatory requirements.