Senior Customer Solutions Center Lead

Dime Bank; Norwich (CT); On-site; USD 68,000 - 117,000; Full time

Job summary

Dime Bank in Norwich, CT seeks a seasoned Customer Solutions Center Manager to lead day-to-day delivery of the bank's products and services via call and chat channels. The role focuses on maximizing profitability, customer satisfaction, and growth while ensuring policy compliance and strong community presence.

The ideal candidate has prior supervisory experience, strong knowledge of financial products and regulations, and a proven ability to develop sales plans, motivate staff, and deliver

Qualifications

• Requires a Bachelor’s degree in a related field or parallel banking experience.
• Strong knowledge of financial products, sales techniques, and banking regulations.
• Previous supervisor or management experience.
• Adhere to compliance of all applicable Federal and State bank regulations and policies.
• Exceptional customer service and relationship-building abilities.
• Excellent communication and leadership skills; able to interact with all levels of staff.
• Ability to prioritize, handle multiple tasks, and work independently.

Responsibilities

• Supervise all aspects of Customer Solutions Center operations.
• Hire, train, coach, and evaluate the Solution Center Agents.
• Develop sales plans aligned with bank goals and drive staff to meet service and sales targets.
• Monitor call center standards and report monthly to senior leadership.
• Ensure security standards and regulatory compliance across operations.
• Maintain a high-quality service experience for internal and external customers.
• Participate in community representation and support for the bank.

Skills

Financial products knowledge

Sales management

Banking regulations

Leadership

Customer service

Education

Bachelor’s degree

Tools

ACD systems

Call center software

Job description

Dime Bank in Norwich, CT seeks a seasoned Customer Solutions Center Manager to lead day-to-day delivery of the bank's products and services via call and chat channels. The role focuses on maximizing profitability, customer satisfaction, and growth while ensuring policy compliance and strong community presence.

The ideal candidate has prior supervisory experience, strong knowledge of financial products and regulations, and a proven ability to develop sales plans, motivate staff, and deliver