Banking Customer Care Lead - Service & Operations

Northwest Community Bank; Avon, Northern (CT, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Northwest Community Bank in Avon, CT is seeking a Customer Care Supervisor to lead the contact center, coach staff, and ensure exceptional service and efficiency. The role focuses on coaching, standards, and regulatory compliance while guiding customer interactions.

You will monitor metrics, manage escalations, assist with scheduling, and partner with other units to strengthen referrals and customer engagement while supporting growth and a positive work culture.

Qualifications

• Must have high school diploma; associate or bachelor preferred.
• 3–5 years banking or financial services experience.
• 1–2 years supervisory or leadership experience.
• Strong coaching and employee development skills.
• Analytical, organizational, and problem-solving abilities.
• Proficiency with Microsoft Office, CRM and contact center tech.

Responsibilities

• Supervise daily customer care operations to meet service levels.
• Monitor call volume, productivity, quality assurance results, and KPIs.
• Provide coaching, training, mentoring, and ongoing performance feedback to team members.
• Handle complex customer inquiries, escalations and sensitive service situations.
• Assist with workforce scheduling and resource planning to support operational requirements.
• Ensure accurate completion and documentation of customer interactions.
• Monitor adherence to policies, security standards, and regulatory requirements.
• Identify process improvements and recommend operational enhancements.
• Prepare management reports and analyze trends affecting customer service performance.
• Partner with business units to support referrals and customer engagement initiatives.

Skills

Leadership

Team Development

Contact Center Operations

Coaching

Customer Experience Management

Operational Analysis

Quality Assurance

Banking Products

Regulatory Compliance

Problem Solving

Decision Making

Communication

Collaboration

Education

High school diploma

Associate degree

Bachelor's degree

Tools

Microsoft Office

CRM systems

Contact center tech

Job description

Northwest Community Bank in Avon, CT is seeking a Customer Care Supervisor to lead the contact center, coach staff, and ensure exceptional service and efficiency. The role focuses on coaching, standards, and regulatory compliance while guiding customer interactions.

You will monitor metrics, manage escalations, assist with scheduling, and partner with other units to strengthen referrals and customer engagement while supporting growth and a positive work culture.