Customer Care Manager-Digital Banking Solutions

SouthState Bank; United States; Hybrid; USD 68,000 - 109,000; Full time

Job summary

SouthState Bank is seeking a Customer Care Manager for Digital Banking Solutions to lead a team delivering support for online, mobile, and digital payments platforms. The role focuses on exceptional customer experiences, regulatory compliance, and operational excellence.

You will drive performance, develop staff, and align processes across digital channels, authentication services, and payments ecosystems to improve satisfaction and efficiency.

Qualifications

• Bachelor's degree in Business Administration or equivalent preferred.
• High School Diploma or equivalent required.
• 5+ years of contact center leadership experience.
• 3+ years managing supervisors or team leaders.
• Experience supporting digital banking, online banking and mobile banking operations.

Responsibilities

• Lead, coach, and develop supervisors and frontline team members supporting digital banking customers.
• Establish performance expectations and accountability measures aligned with goals.
• Conduct regular performance reviews, coaching sessions, and career development discussions.
• Foster a customer-focused, high-performance culture with engagement and continuous improvement.
• Manage daily call center operations to achieve service levels, wait time and productivity goals.
• Oversee workflows across phone, chat, email, and secure messaging channels.
• Lead communication during platform outages and system enhancements.

Skills

Leadership

Customer service

Digital banking

Analytics

Communication

Education

Bachelor's degree in Business Administration

High School Diploma or equivalent

Tools

Genesys Cloud

CRM systems

Job description

Customer Care Manager-Digital Banking Solutions

Aug 17, 2026

$68,101 - $108,784/year

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions.

We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

Summary

The Customer Care Manager responsible for supporting Digital Banking Solutions is responsible for leading a team of Section Managers, and customer care representatives who provide support for digital banking products and services. This role ensures the delivery of exceptional customer experiences while maintaining operational excellence, regulatory compliance, and achievement of service level objectives.

The manager is accountable for team performance, customer satisfaction, employee development, process improvement, and the successful support of online banking platforms including mobile banking, bill pay, digital payments, account access, authentication services, and other digital banking solutions.

Duties & Responsibilities

Leadership & Team Management

Lead, coach, and develop supervisors and frontline team members supporting digital banking customers.

Establish performance expectations and accountability measures aligned with organizational goals.

Conduct regular performance reviews, coaching sessions, and career development discussions.

Foster a customer-focused, high-performance culture that promotes engagement and continuous improvement.

Support workforce planning, staffing models, scheduling, and resource allocation.

Customer Experience Management

Ensure timely and accurate resolution of customer inquiries related to:

Monitor customer feedback and service metrics to identify improvement opportunities.

Manage escalated customer concerns and ensure appropriate resolution.

Promote first-contact resolution and exceptional service delivery.

Quality Assurance & Compliance

Ensure adherence to regulatory requirements, company policies, and security standards.

Monitor call quality, customer interactions, and service consistency.

Partner with Quality Assurance teams to identify coaching opportunities and performance trends.

Support audit activities, risk mitigation efforts, and compliance reviews.

Operations Management

Manage daily call center operations to achieve established service levels, wait time, abandonment, quality, and productivity goals.

Analyze operational performance data and implement corrective actions as needed.

Ensure proper staffing levels are maintained to support customer demand.

Oversee workflow management across phone, chat, email, and secure messaging channels.

Partner with Workforce Management teams to optimize staffing efficiency.

Digital Banking Support Oversight

Maintain working knowledge of online banking systems, mobile applications, authentication platforms, and digital payment services.

Partner with Digital Banking, Information Technology, Fraud, and Operations teams to address system issues and customer-impacting events.

Lead communication efforts during platform outages, technology enhancements, and process changes.

Support implementation of new digital banking products and functionality.

Process Improvement

Identify and implement opportunities to improve customer experience, operational efficiency, and employee effectiveness.

Utilize reporting and analytics to monitor trends and make data-driven decisions.

Develop and maintain operational procedures, job aids, and process documentation.

Participate in strategic initiatives and cross-functional projects.

Ensure proper customer authentication procedures are followed to protect customer information and minimize fraud risk.

• It is the responsibility of this role to take ownership of all tasks and challenges that they encounter in the operation of their assigned position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

Education Requirements

Bachelor's degree in Business Administration, preferred.

High School Diploma or equivalent required.

5+ years of contact center leadership experience.

3+ years managing supervisors or team leaders.

Experience supporting digital banking, online banking, mobile banking, or financial services operations.

Experience working in a high-volume customer service environment.

Proven success managing performance through KPIs and service level metrics.

Licenses & Certifications

• N/A

Knowledge, Skills, & Abilities

Strong understanding of online banking products and digital customer support.

Knowledge of banking regulations, fraud prevention, authentication standards, and customer privacy requirements.

Strong analytical and problem-solving skills.

Effective leadership, coaching, and employee development abilities.

Excellent verbal, written, and presentation skills.

Proficiency in workforce management, reporting, and contact center technologies.

Experience with CRM systems, quality monitoring platforms, and contact center solutions such as Genesys Cloud.

Ability to lead through organizational change and continuous improvement initiatives.

Physical Demands and Work Environment

Physical Demands

Ability to communicate in person, on the phone, and through electronic channels

Ability to use a computer on a frequent basis, including typing and sustained attention to a monitor

Ability to sit, walk, and/or stand for extended periods of time

Ability to bend and reach

Office: If the position reports to a physical Company location, the setting will be a typical office environment.

Remote or hybrid: For remote or hybrid positions, a secure and distraction-free setting is required, with a reliable internet connection (cable or fiber preferred, mobile hotspots not acceptable). Hybrid positions will report to a physical Company location, as directed by the manager, and that setting will be a typical office environment.

In accordance with Colorado and Virginia law: Pay for this position is anticipated to be between $68,101.00 - $108,784.00 , actual offers to be determined based on applicant’s skills, experience and education.

While the anticipated deadline for the job posting is 09-16-2026, we encourage you to submit your application as we may still consider qualified candidates beyond this date.

SouthState Bank is a leading regional bank in the Southeast, offering diverse banking solutions across Florida, Alabama, Georgia, the Carolinas, and Virginia.

Banking Credit Intermediation Financial Services

Company size 5,001-10,000 employees

Company type Public company

Total funding 0 Post IPO Debt

Momentum

Team growth

6% in 12 mo

5,664 employees on LinkedIn

Employee experience

What it’s like inside

3.8

577 reviews

68% would recommend

Culture & values

Culture & values 3.8

Work-life balance

Work-life balance 4.0

Career opportunities

Career opportunities 3.5

Compensation & benefits 3.5

Capital

Funding history

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