Hybrid Contact Center Manager — Financial Services

Compeer Financial; Mankato (MN); Hybrid; USD 76,000 - 114,000; Full time

Benefits offered by this job

Hybrid work model up to 50% remote

401k contribution (3% fixed + up to 6%

Medical, dental, vision, HSA/FSA

Life & AD&D insurance

Disability coverage

Wellness program & EAP

Vacation, holidays, parental leave, Vt

Learning & development programs

Membership/certification reimbursement

Job summary

Compeer Financial is seeking a results-driven leader to oversee the day-to-day operations of the Contact Center, guiding team members in delivering high-quality client service to callers. You will shape strategies to improve the client experience and drive revenue and profitability.

The role requires 7 years in a financial contact center, 3–5 years in supervision, and deep knowledge of the company’s products, farming operations, and loan servicing.

Qualifications

• Bachelor’s degree in business administration, marketing, or related field or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• 7 years of experience in a contact or call center for a financial institution.
• Three to five years of supervisory experience preferred.
• Advanced knowledge of Compeer Financial’s products and services desired.
• Advanced knowledge of farming operations and agriculture, along with basic accounting principles and procedures.
• Advanced knowledge of loan processing and servicing in a financial lending environment.

Responsibilities

• Oversee day-to-day operations of Contact Center team members delivering high quality client service to incoming callers.
• Assist in providing strategies to improve client service experience and client satisfaction.
• Lead the Compass team’s goals, priorities and service standards.
• Collaborate with leadership to develop and nurture team relationships.
• Advocate and initiate changes to department policies to improve productivity and client satisfaction.
• Lead strategic projects and responsiveness to escalated client situations.

Skills

Leadership

Communication

Problem solving

Decision making

Organization

Attention to detail

Multi-tasking

Independent & collaborative work

Education

Bachelor’s degree or equivalent in business/admin/related field

Tools

MS Office

CRM systems

Job description

Compeer Financial is seeking a results-driven leader to oversee the day-to-day operations of the Contact Center, guiding team members in delivering high-quality client service to callers. You will shape strategies to improve the client experience and drive revenue and profitability.

The role requires 7 years in a financial contact center, 3–5 years in supervision, and deep knowledge of the company’s products, farming operations, and loan servicing.