[Hiring] Customer Care Section Manager @SouthState Bank

Role Description

The Customer Care Section Manager is a highly focused management position responsible for providing direction and oversight to team members to ensure all department goals are achieved. This role ensures a superior service-oriented and professional working environment by supervising and coaching team performance and executing necessary actions for motivation when required. Must be knowledgeable in reporting, communication, technology, and organizational procedures.

• Motivate and inspire the team to meet and surpass their goals daily and monthly.
• Set clear expectations and goals to ensure overall customer care team success in achieving high customer satisfaction.
• Ensure team members meet Service Levels, abandonment rates, and quality service expectations each month.
• Focus on employee growth through positive feedback and reinforcement.
• Develop career paths for all employees to identify growth potential and track performance.
• Communicate the company’s purpose, core values, and mission to the team.
• Ensure representatives follow their schedules properly.
• Prepare documentation such as general reports on team member performance and goals.
• Meet monthly with team members to praise positive performance and coach areas for improvement.
• Facilitate communication among team members, helping to resolve issues as they arise.
• Work to meet departmental objectives, including conversion targets and new product rollouts.
• Handle escalated calls, complaints, and questions as necessary.
• Prepare, schedule, and present monthly team meetings.
• Provide recommendations to reduce and/or eliminate issues impacting overall service quality.
• Promote a harmonious and engaging work environment through a team approach.
• Monitor calls in an unbiased, professional manner.
• Maintain a professional, courteous, and pleasant tone regardless of circumstances.
• Use proper judgment and experience for solving problems and issues.
• Maintain awareness of other technologies in the rapidly changing financial services environment.
• Offer suggestions and develop procedures or technology to increase efficiency within the call center.

Qualifications

• High School diploma required; College or Associate Degree preferred.
• Previous work experience with a financial institution.
• Experience in a call center or related field.
• Strong knowledge of banking operations procedures.
• Strong computer skills and ability to navigate systems for quick resolution.
• Strong knowledge of customer care techniques and processes.
• Excellent writing skills.
• Ability to work with confidential information in a professional manner.
• Interpersonal skills to create a positive and effective work environment.
• Natural flair for coaching, motivating, and interacting with people.

Requirements

• Must be available to travel when necessary.
• Must have a dedicated work area established that is separated from other living areas.
• Ability to keep all company sensitive documents secure.
• Must have a minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider.
• Must be able to directly connect to router/modem via Ethernet cable.

Benefits

• Equal Opportunity Employer, including disabled/veterans.