Banking Customer Experience Lead

Northwest-Community-Bank; Avon (CT); On-site; USD 60,000 - 75,000; Full time

Job summary

Northwest-Community-Bank is seeking a Customer Care Supervisor in Avon, CT to oversee daily contact center operations. You will lead, coach, and develop customer care staff while ensuring service levels, regulatory compliance, and performance goals are met.

In this role, you will monitor KPIs, handle complex inquiries, and collaborate with business units to drive customer engagement and process improvements. This is a full-time, non-exempt position based in Avon.

Qualifications

• High school diploma required; Associate’s or Bachelor’s degree preferred.
• 3–5 years of banking, customer service, call center, or financial services experience.
• 1–2 years of supervisory or leadership experience.
• Strong coaching, leadership, and employee development skills.
• Demonstrated analytical, organizational, and problem‑solving abilities.
• Ability to manage multiple priorities in a dynamic environment.
• Proficiency with Microsoft Office, CRM systems, and contact center technologies.

Responsibilities

• Supervise daily customer care operations to ensure service levels and customer experience standards are achieved
• Monitor call volume, productivity, quality assurance results, and key performance indicators
• Provide coaching, training, mentoring, and ongoing performance feedback to team members
• Handle complex customer inquiries, escalated complaints, 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, procedures, security standards, and regulatory requirements
• Identify process improvement opportunities and recommend operational enhancements
• Prepare management reports and analyze trends affecting customer service performance
• Partner with business units to support referrals, customer engagement initiatives, and organizational objectives

Skills

Leadership & Team Development Contact

Performance Coaching & Training

Operational Analysis

Banking Products & Services

Regulatory Compliance

Problem Solving & Decision-Making

Communication & Collaboration

Education

High school diploma

Associate/Bachelor's degree preferred

Tools

Microsoft Office

CRM systems

Contact center technologies

Job description

Northwest-Community-Bank is seeking a Customer Care Supervisor in Avon, CT to oversee daily contact center operations. You will lead, coach, and develop customer care staff while ensuring service levels, regulatory compliance, and performance goals are met.

In this role, you will monitor KPIs, handle complex inquiries, and collaborate with business units to drive customer engagement and process improvements. This is a full-time, non-exempt position based in Avon.