Client Care Center Manager

BCT-The Community's Bank; Charles Town (WV); On-site; USD 40,000 - 80,000; Full time

Job summary

Join a vibrant community bank as a Client Care Center Manager, where your leadership and passion for client service will shine. In this pivotal role, you will oversee daily operations, ensuring that clients receive exceptional support across multiple channels. You'll lead a dedicated team, fostering a collaborative environment that prioritizes professional growth and community engagement. With a focus on developing individual team members and enhancing client experiences, you'll help shape the future of banking in your community. If you're ready to make a meaningful impact and thrive in a supportive atmosphere, this is the opportunity for you!

Benefits

Competitive Pay

Comprehensive Health Benefits

401(k) Plan

Generous Paid Time Off

Paid Volunteer Time

Career Advancement Opportunities

Qualifications

• 4 Year College Degree or equivalent bank experience required.
• 2-5 years of supervisory experience in a call center environment.

Responsibilities

• Manage daily operations of the Client Care Center.
• Assist clients with inquiries and resolve issues effectively.
• Supervise team performance and conduct training.

Skills

Client Support

Team Management

Digital Banking

Problem-Solving

Communication Skills

Multi-tasking

Education

4 Year College Degree

Bank Experience Equivalent

Tools

Call Center Software

Digital Banking Platforms

Job description

Do you love to interact with people, talk on the phone, support and develop a team, and support multiple digital channels for an Amazing Client Experience? Look no further. At Bank of Charles Town (BCT), we’re not just a bank – we’re your neighbors, your friends, and your community partners. We’re seeking an enthusiastic, friendly, goal and team-oriented Client Care Center Manager. This position is crucial to the bank’s Amazing Client Experience. If you have experience with multiple phone lines, team management, digital banking and client support, we encourage you to explore this opportunity.

Description

Reports To: SVP/Director of Digital Banking
FLSA Status: Exempt

What You’ll Do (Responsibilities):

1. Develop and manage the Client Care Center daily operations.
2. Assist internal and external clients with questions and concerns finding the best possible resolution.
3. Supervisor duties such as: interviewing, hiring, training, performance appraisals, addressing/resolving employee relation matters.
4. Adherence of team performance standards in areas such as call resolution, call wait times and streamlining of client impacting processes.
5. Oversee a team of multiple employees.
6. Monitors the knowledge and skill levels of the team to identify development and training needs.
7. Meet regularly with the team to communicate objectives and goals, operating status and employee input to improve team performance.
8. Assists with administrative duties and document scanning.
9. Ability to establish and maintain effective working relationships with coworkers, employees, and officials in other departments.
10. Supports team sales process by acting upon or referring identified client needs to other lines of business.

Assist the CCC team with the following and other items that may arise:

1. Researching and resolving client inquiries via telephone, e-mail, and other secure support programs.
2. Provide client support for electronic banking products and services, including Online and Mobile Banking, and Bill Payment.
3. Promptly resolve client inquiries and issues regarding new accounts, existing accounts, debit cards, loans, payments, automatic transfers, interest rates, and investment.
4. Complete account related inquiries, online banking, and mobile banking troubleshooting.
5. Assist with client inquiries on Bank policies, procedures, and programs.
6. Client Care Center performance metrics to ensure service levels and client expectations are consistently achieved.
7. Product and system knowledge.
8. Maintenance and awareness of Bank’s compliance requirements and risk management concepts, expectations, policies, and procedures and applies them to daily tasks.
9. Collaborates with other duties as assigned.

Why You’ll Love It Here (Benefits):

We’ve got you covered with competitive pay, comprehensive health benefits, and a 401(k) plan that helps you plan for your future. We believe in supporting you both at work and at home with generous paid time off, holidays, and other perks that keep you refreshed and recharged. Want to learn and grow? We’re committed to your professional development with training programs, career advancement paths, and plenty of opportunities to take your career to the next level. You’ll be part of a team that’s dedicated to giving back and making a difference in the community we all love. We believe in this so deeply, we even provide paid time off for you to volunteer with an organization that you care about! Enjoy a friendly, collaborative work environment where your ideas are valued, and every day brings new opportunities to make a difference.

Who You Are:

1. A person who thrives on interaction with internal and external clients.
2. Detail oriented: looking for accuracy and efficiency.
3. Loves to learn.
4. Thrives in developing your individual team members.
5. Loves delivering an Amazing Client Experience to Internal and External Clients.
6. A positive, proactive leader with a can-do attitude.

What We Ask You to Bring (Qualifications):

1. 4 Year College Degree or Bank Experience Equivalent.
2. 2-5 years of supervisor experience.
3. Call Center Experience with multiple phone lines.
4. 1-2 years of assisting clients with Digital and Mobile Banking.
5. Payments Industry Knowledge in: ACH, Wires, Debit Cards, Transfers and Checks.
6. Strong problem-solving skills.
7. Strong multi-tasking skills.
8. Strong communication skills with the ability to communicate effectively and efficiently.
9. A desire to grow and develop as an individual and a leader.
10. Ability to grow and develop a team.
11. Ability to find resolution/solutions to client issues or concerns.
12. A collaborative spirit and a positive attitude; essential to thriving in our supportive team environment.
13. Ability to stay compliant with industry regulations and guidance.

Ready to Make a Difference? Apply today to become the Client Care Center Manager at BCT! Bring your energy, your passion, and your desire to be part of something special. Let’s make banking better together – one client interaction at a time. Banking can be more than just a job; it can be a way to connect with and uplift your community.

BCT IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
BCT SUPPORTS A WORKFORCE OF DIVERSITY, EQUITY, INCLUSION, AND ACCESSIBILITY