Enterprise Client Care Leader

Fidelity Cooperative Bank; Hyannis (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

Mutual Bancorp seeks an Associate Director, Client Care to lead enterprise contact center operations, advancing client experience and risk management across its subsidiaries. The role reports to the Managing Director, Retail Services and drives standardized operations, technology optimization, and enterprise service standards.

Responsibilities include overseeing workforce strategy, performance metrics, and collaboration with Retail Banking leadership to align processes, messaging, and client

Qualifications

• At least seven years of experience in retail banking operations or contact center leadership.
• Bachelor’s degree required, master’s degree preferred.
• Experience overseeing multi-site contact centers strongly preferred.

Responsibilities

• Establish and maintain enterprise contact center operating standards, policies, quality assurance processes, performance metrics, and technology practices to ensure consistent client service, operational efficiency, and regulatory compliance across Mutual Bancorp's contact centers.
• Ensure consistency in call handling, escalation, documentation, quality standards, and client experience.
• Partner with Client Care and Digital Banking Center Managers to support service delivery and performance while allowing managers to focus on people leadership and day-to-day execution.
• Serve as a second-line escalation point for client related, operational, or systemic issues.

Skills

Retail banking operations

Contact center leadership

Cross-functional collaboration

Analytical thinking

Communication skills

Leadership

Education

Bachelor's degree

Master's degree

Tools

CRM systems

Workforce management tools

Analytics platforms

Job description

Mutual Bancorp seeks an Associate Director, Client Care to lead enterprise contact center operations, advancing client experience and risk management across its subsidiaries. The role reports to the Managing Director, Retail Services and drives standardized operations, technology optimization, and enterprise service standards.

Responsibilities include overseeing workforce strategy, performance metrics, and collaboration with Retail Banking leadership to align processes, messaging, and client