[Hiring] Customer Care Section Manager @South State Bank

Role Description

The Customer Care Section Manager is a highly focused management position. Provides direction and oversight to team members to ensure all department goals are achieved. Responsible for ensuring a superior service-oriented and professional working environment by supervising and coaching the performance of their team members and executing necessary actions for their motivation when required. Must be very knowledgeable in regards to reporting, communication, technology, and organizational procedures. Ensures that the Customer Care Representatives are following rules and regulations of SouthState Bank. Responsible for contributing to improve efficiencies and cost control through evaluation of efficient and effective work processes and appropriate staffing.

Essential Functions

• Motivate and inspire the team to meet and surpass their goals on a daily and monthly basis.
• Set clear expectations and goals to ensure the overall customer care team succeeds in the highest customer satisfaction.
• Ensure team members are performing to meet Service Levels, abandonment rates, and quality service expectations each month.
• Focus on employee’s growth through positive feedback and reinforcement.
• Develop career paths for all employees to identify growth potential and track performance.
• Closely monitor the development and continuous improvement of the entire team.
• Communicate the company’s purpose, core values, and mission to the team.
• Ensure that representatives follow their schedules properly.
• Prepare documentation such as general reports on each team member’s performance and goals.
• Meet monthly with all team members to praise positive performance and coach areas for improvement.
• Assist in facilitating communication among team members to resolve issues.
• Work to meet departmental objectives, including conversion targets and new product rollouts.
• Convey thoughts and findings clearly in oral and written format.
• Handle escalated calls, complaints, and questions as necessary.
• Prepare, schedule, and present monthly team meetings.
• Provide recommendations to reduce and/or eliminate issues impacting service quality.
• Promote a harmonious and engaging work environment through a team approach.
• Recommend solutions for departmental issues.
• Monitor calls in an unbiased, professional manner.
• Maintain a professional, courteous, and pleasant tone regardless of circumstances.
• Use proper judgment, experience, and job knowledge for solving problems.
• Maintain awareness of other technologies in the financial services environment.
• Offer suggestions and develop procedures or technology to increase efficiency.

Competencies

• Strong leadership and coaching skills.
• Strong knowledge of banking procedures.
• Strong listening skills.
• Strong relationship building skills.
• Strong multi-tasking and problem-solving skills.
• Flexible under pressure.
• Emotional Intelligence.

Qualifications

• Education: High School diploma required, College or Associate Degree preferred.
• Experience: Previous work experience with a financial institution; must have 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.
• Must have strong knowledge of customer care techniques and processes.
• Must have excellent writing skills.
• Ability to work with confidential information professionally.
• Interpersonal skills to create a positive work environment.
• Must have an outgoing and upbeat personality.

Training Requirements/Classes

• Annual Regulatory Compliance Training.
• Successful completion of all assigned training.

Physical Demands/Work Environment

• Must be able to effectively access and interpret information on computer screens, documents, and reports.
• This position requires a large amount of time in front of a computer.

Telecommuting Requirements

• Required to have a dedicated work area established that is separated from other living areas.
• Ability to keep all company sensitive documents secure.
• You agree that you will not provide child or adult care during hours of scheduled work.

Telecommuting Technical Requirements

• 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.