Digital Banking Experience Leader

SouthState Bank; Winter Haven (FL); Hybrid; USD 68,000 - 109,000; Full time

Job summary

SouthState Bank is seeking a Customer Care Manager for Digital Banking Solutions. You will lead a team of Section Managers and frontline representatives to deliver exceptional online banking experiences, including MFA, mobile banking, bill pay, and digital payments.

Responsibilities include driving customer satisfaction, coaching for performance, ensuring regulatory compliance, and maintaining service levels across phone, chat, and secure messaging channels while collaborating with IT, Fraud,

Qualifications

• Bachelor's degree or equivalent in business administration or related field.
• Experience leading contact centers with focus on digital banking and customer service.
• Strong leadership, coaching, and data-driven decision making.

Responsibilities

• Lead supervisors and frontline teams supporting digital banking customers.
• Ensure timely resolution of inquiries across online banking, mobile, and payments.
• Monitor call quality, service metrics, and adherence to regulatory requirements.
• Manage daily call center operations, staffing, and渠道/workflow across phone, chat, email, and secure messaging.
• Lead communication during platform outages and coordinate digital banking product implementations.

Skills

Leadership

Workforce management

KPIs

CRM systems

Genesys Cloud

Digital banking

Customer service

Regulatory compliance

Education

Bachelor's degree in Business Administration

High School Diploma

Tools

Genesys Cloud

Job description

SouthState Bank is seeking a Customer Care Manager for Digital Banking Solutions. You will lead a team of Section Managers and frontline representatives to deliver exceptional online banking experiences, including MFA, mobile banking, bill pay, and digital payments.

Responsibilities include driving customer satisfaction, coaching for performance, ensuring regulatory compliance, and maintaining service levels across phone, chat, and secure messaging channels while collaborating with IT, Fraud,