CCC Supervisor (Loans) - Greensboro

Carter Bankshares; Greensboro (NC); On-site; USD 43,000 - 74,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401(k)

Paid time off

Paid holidays

Job summary

Carter Bankshares is seeking a Customer Contact Center Supervisor to lead a team of customer service professionals, ensuring calls are answered timely and knowledgeably. You will partner with the CCC Manager to develop staffing, training, scheduling and recognition programs.

The role requires strong leadership, coaching, and the ability to balance customer focus with operational efficiency. This position offers opportunities to implement process improvements and drive employee engagement across

Qualifications

• High school diploma or equivalent required.
• Prior experience in a customer support role required.
• Prior experience in banking/financial services preferred.

Responsibilities

• Direct and coach a team to ensure timely, knowledgeable customer service.
• Evaluate processes and suggest efficiency improvements.
• Provide performance feedback and conduct reviews.
• Manage scheduling and staffing for call center coverage.
• Escalate employee relations issues and resolve them.
• Maintain high quality work environment and team consistency.

Skills

Leadership

Communication

Customer service

Multi-tasking

Problem solving

Systems management

Education

High school diploma or equivalent

Job description

SUMMARY

The Customer Contact Center Supervisor position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the CCC Manager with development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

ESSENTIAL JOB FUNCTIONS

• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Provides statistical and performance feedback and coaching on a regular basis to each team member
• Writes and administers performance reviews for skill improvement
• Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
• Ensures employees have appropriate training and other resources to perform their jobs
• Responds to and resolves or escalates employee relations issues expressed by team members
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
• Addresses disciplinary and/or performance problems according to company policy
• Prepares warnings, communicates effectively with employees on warnings, and makes effective/appropriate decisions relative to corrective action as required
• Assists the CCC Manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Uses appropriate judgment in upward communication regarding department or employee concerns
• Manage schedule for Specialists to ensure coverage
• Complete Annual Performance Review for Specialists
• Responsible for keeping CCC leadership informed with Team performance and concerns
• Work with all CCC Supervisors to ensure team consistency across all locations
• Assist with customer calls during high volume

JOB REQUIREMENTS

• High school diploma or equivalence required
• Prior experience in a customer support role required
• Prior experience in banking/financial services preferred

KNOWLEDGE/SKILLS REQUIRED

• Leadership, Organizational Skills and Performance Management experience
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Problem Solving/Analysis and Systems Management capabilities

PHYSICAL AND MENTAL QUALIFICATIONS

• Standing, walking, bending and stooping required
• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to occasionally move or lift up to 10 pounds
• May be asked to work supplemental hours periodically
• Limited travel required occasionally during and after business hours

Salary Pay Range

$42,647.76 - $74,195.42 annually

Benefits

Eligible associates may participate in Carter Bank's benefits package, including medical, dental, vision, life insurance, disability coverage, other voluntary benefits, 401(k), paid time off, and paid holidays.