Customer Service Center Manager bei Frandsen Bank & Trust

Frandsen Bank & Trust is a growing community-oriented company looking for a highly motivated and results-oriented Customer Service Center Manager to lead our Call Center team. This role is responsible for managing a team of specialists, monitoring performance metrics, maintaining regulatory requirements, optimizing technology, and delivering superior service. The Manager plays a key role in enhancing the customer experience, supporting growth objectives and ensuring alignment with bank policies, procedures and programs.

Job Duties

• Lead, coach, and motivate team to consistently deliver on service level, operational, individual and team goals
• Proficiently learn and use all technology systems and software required
• Oversee daily operations, ensuring efficiency and compliance with policies, procedures, and regulations
• Maintain a deep knowledge of all consumer and non-consumer depository products, services, procedures, policies and promotions to support the team and customers
• Train and empower Call Center Specialists to identify customer needs, make decisions and de-escalate a situation
• Enforce accuracy for all transactions to ensure customer confidence, creditability, and quality experience
• Monitor and report on key performance indicators (KPIs)
• Handle complex customer escalations, complaints, or sensitive issues while promoting problem-solving strategies and positively impacting the customer experience
• Cross-collaborate with banking partners to resolve customer issues and streamline processes
• Maintain and update customer call service scripts, procedures, and knowledgebase documentation in collaboration with retail banking, risk and compliance
• Identify trends in customer feedback and recommend improvements to services, systems, or policies
• Foster a culture of accountability, engagement, continuous improvement, and customer-centric service for a positive and productive work environment

Desired Skills

• 5+ years of retail banking experience
• Prior leadership and call center experience is preferred
• Post-secondary degree in a related field is preferred
• Excellent leadership, communication, and technical skills
• Professionally accept and provide strong coaching and feedback
• Proficient use of technology

Salary range for this role is 70,000 to $100,000 annually, depending on experience. 

We offer a competitive benefits package including health insurance, dental insurance, vision insurance, 401k, profit sharing, and ancillary benefits.