Call Center Manager - Samford, CT - Job # 3361B

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

Call Center Manager – Samford, CT – Job # 3361B

Who We Are

The Symicor Group is a boutique talent acquisition firm based in Lincolnshire, IL & Rockport, TX. Our nationally unique value proposition centers around providing the very best available banking and accounting talent. In fact, most of our recruiters are former bankers or accountants themselves!

We know how to evaluate the very best banking and accounting talent available in the market. Whether you are a candidate seeking a new opportunity or a bank or company president trying to fill an essential position, The Symicor Group stands ready to deliver premium results for you.

The Position

Our community bank client is seeking to fill a Call Center Manager role in the Samford, CT market.

Call Center Manager responsibilities include:

• Leads and supervises Call Center Supervisor and Digital Service Representatives.
• Motivates, mentors, and trains staff to ensure assigned goals are achieved and that staff delivers a positive experience for customers. Acts as a key resource for the team to drive customers education of bank products and services.
• Accurately processes transactions for customers. Analyzes and resolves complex product and service issues for members and assigned team.
• Manages volume and supports the team through assisting with engagements, application processing, and handling all customers requests to ensure customers service levels are met.
• Utilizes in depth knowledge of bank products and services and compliance related to the industry to ensure staff is trained and educated to support needs related to the membership.
• Creates and evaluates reports for customers engagements and applications trending to determine staffing trends to support member service levels and production goals.
• Evaluates staffing needs with oversite of schedules and requests to ensure customers service levels are met.
• Provides exceptional and professional customers service through phone, email, and other systems/technologies available to bank staff.
• Keeps up to date with latest technology trends to support membership and staff as newer technologies become more pervasive throughout the industry.
• Interviews prospective staff, evaluates performance, and manages disciplinary actions.
• Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with customers, co-workers, management, and vendors. Demonstrates the bank’s core values of Service, Teamwork, Integrity, and Responsibility.
• Keeps abreast of industry developments including, but not limited to changes in regulations and technology.

Who Are You?

You’re someone who wants to influence your own development. You’re looking for an opportunity where you can pursue your interests and your passion. Where a job title is not considered the final definition of who you are, but merely the starting point for your future.

You also bring the following skills and experience:

• Bachelor’s degree strongly preferred, preferably in Business Management or related studies.
• 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, and knowledge of basic legal processing.
• Strong management, analytical, interpersonal, written, and verbal communications skills.
• Proven customer service skills.
• Technical proficiency in all Microsoft 365 applications, Fiserv DNA, NCR Digital Banking, and loan origination systems strongly preferred. Working knowledge of other banking and lending systems is a plus.