Customer Care Center Supervisor

HomeTrust Bank; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

HomeTrust Bank seeks a Customer Care Center Supervisor to oversee a designated queue and mentor Customer Care Center Specialists in delivering exceptional customer experiences. You will manage day-to-day operations, train staff, and enforce policies, while monitoring quality and performance across multiple channels.

The role requires 1+ years supervisory experience, 2+ years in financial services, and strong communication and analytical skills.

Qualifications

• High School Diploma or equivalent.
• 1+ years’ supervisor and customer service experience.
• 2+ years’ experience in the financial services industry.
• Ability to follow written policies and procedures to ensure operational efficiency and regulatory compliance.
• Strong oral/written communication, interpersonal, analytical, multitasking, internet, and problem-solving skills and excellent telephone etiquette required.
• Proficient computer skills and the ability to utilize MS Office applications.

Responsibilities

• Lead a team of Customer Care Center Specialists to achieve departmental objectives and key performance indicators.
• Maintain comprehensive knowledge of all bank products and services.
• Monitor call, chat, and email volumes to ensure adequate coverage and recommend staffing adjustments as needed.
• Respond to customer inquiries across multiple channels, including inbound/outbound calls, live chat, email, and web forms.
• Assist with queue management when necessary.
• Collaborate with other Customer Care Center leaders to resolve questions, concerns, and customer issues.
• Manage customer service standards and ensure efficient resolution of inquiries and complaints.
• Monitor calls for quality assurance and compliance with service standards and bank policies.
• Ensure proper collection, verification, and documentation of customer information.
• Handle escalated calls and complaints promptly and effectively.
• Provide leadership in recruitment, interviewing, and training of team members.
• Coach, develop, and provide ongoing performance feedback to employees; set measurable goals and support professional growth.
• Conduct regular 1:1 meetings with team members to review performance, provide coaching, and address concerns.
• Partner with other business lines to identify improvement opportunities and training needs.
• Maintain confidentiality and security of sensitive information.
• Adhere to corporate policies, procedures, and all applicable federal and state regulations.
• Complete mandatory annual compliance training.
• Complete all mandatory annual compliance training.
• Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection, and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws.
• Perform other duties and special projects as assigned.

Job description

The Customer Care Center Supervisor oversees a designated queue (Consumer, Business and Digital, or Loan Servicing) within the Customer Care Center. The Customer Care Center Supervisor leads, coaches and develops Customer Care Center Specialists to help them best serve our customers and deliver exceptional experiences. The Supervisor is responsible for the day-to-day operations of the Customer Care center, including reinforcing policies and procedures, assisting in the training, performance evaluating, and skill developing of Customer Care Center Specialists.

Key Responsibilities / Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead a team of Customer Care Center Specialists to achieve departmental objectives and key performance indicators.
• Maintain comprehensive knowledge of all bank products and services.
• Monitor call, chat, and email volumes to ensure adequate coverage and recommend staffing adjustments as needed.
• Respond to customer inquiries across multiple channels, including inbound/outbound calls, live chat, email, and web forms.
• Assist with queue management when necessary.
• Collaborate with other Customer Care Center leaders to resolve questions, concerns, and customer issues.
• Manage customer service standards and ensure efficient resolution of inquiries and complaints.
• Monitor calls for quality assurance and compliance with service standards and bank policies.
• Ensure proper collection, verification, and documentation of customer information.
• Handle escalated calls and complaints promptly and effectively.
• Provide leadership in recruitment, interviewing, and training of team members.
• Coach, develop, and provide ongoing performance feedback to employees; set measurable goals and support professional growth.
• Conduct regular 1:1 meetings with team members to review performance, provide coaching, and address concerns.
• Partner with other business lines to identify improvement opportunities and training needs.
• Maintain confidentiality and security of sensitive information.
• Adhere to corporate policies, procedures, and all applicable federal and state regulations.
• Complete mandatory annual compliance training.
• Complete all mandatory annual compliance training.
• Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection, and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws.
• Perform other duties and special projects as assigned.

Job Requirements

Education:

• High School Diploma or equivalent.

Required:

• Work Hours: 10:00am - 7:00pm
• 1+ years’ supervisor and customer service experience.
• 2+ years’ experience in the financial services industry.
• Ability to follow written policies and procedures to ensure operational efficiency and regulatory compliance.
• Strong oral/written communication, interpersonal, analytical, multitasking, internet, and problem-solving skills and excellent telephone etiquette required Exceptional attention to detail.
• Proficient computer skills and the ability to utilize MS Office applications.

Preferred:

• Bachelor’s degree in relevant field.
• Supervisory skills in a call center environment.
• Prior work experience in banking or credit unions.

About HomeTrust Bank

HomeTrust Bank, founded in 1926, is a North Carolina chartered, community-focused financial institution committed to providing value-added community banking through online/mobile channels and multiple locations in Virginia, North Carolina, South Carolina, Tennessee, and Georgia. Learn more at www.htb.com.

Work Environment, Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. HomeTrust Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of qualified applicants and employees.

• This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and scanners.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• Physical activity requiring reaching, sifting, lifting to 25 lbs., finger dexterity, grasping, feeling, repetitive motions, talking and hearing are required.
• The employee will frequently communicate and must be able to exchange accurate information with others.
• The employee may need to move around their office to attend meetings and to access files, machinery, or other job-related tools.

DISCLAIMER: HomeTrust Bank is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

HomeTrust Bank's policy is to provide equal employment opportunities to all persons regardless of race, color, sex (including sexual orientation and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal law. Employment decisions will be based on valid job requirements and business needs, and we administer personnel actions (including recruitment, selection, promotion, compensation, benefits, transfers, layoffs, training, and social/recreation programs) without discrimination on any prohibited basis.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.