Customer Care Manager

Customer Care Manager

Operations | Banking
Reports to: See Organizational Structure – Chief Risk Officer

Summary of the Role

The Customer Care Manager is responsible for the strategic leadership, administration, and performance of the Customer Care Department. This role oversees contact center operations, customer experience initiatives, workforce management, employee development, quality assurance, and regulatory compliance. The Customer Care Manager partners with organizational leadership to ensure exceptional service delivery, operational efficiency, and achievement of departmental and Bank-wide objectives while fostering a culture focused on customer satisfaction, employee engagement, and continuous improvement.

Key Responsibilities

Leadership & Team Management

• Lead, develop, and manage Customer Care Representatives.
• Establish performance expectations and accountability measures that support departmental and organizational goals.

• Oversee recruitment, onboarding, training, performance management, succession planning, and employee retention initiatives.
• Foster a positive team culture committed to service excellence, collaboration, and continuous improvement.

Operational Management

• Direct all daily Customer Care and contact center operations to ensure service levels, productivity targets, and customer experience standards are achieved.
• Develop and implement operational strategies, policies, and procedures that enhance efficiency and service quality.

• Monitor and analyze contact center metrics, workforce utilization, call volumes, productivity, service levels, and quality assurance results.
• Ensure appropriate staffing models, scheduling practices, and resource allocation to meet business demands.
• Lead operational improvement initiatives and identify opportunities to streamline processes and improve member/customer experiences.

Customer Experience & Service Excellence

• Champion a customer-focused culture that prioritizes exceptional service and relationship building.
• Oversee the resolution of escalated customer complaints, complex service issues, and high-risk customer situations.
• Analyze customer feedback, satisfaction trends, and service performance data to identify opportunities for improvement.
• Partner with branch and departmental leaders to ensure consistent delivery of exceptional customer experiences across all channels.

Compliance & Risk Management

• Ensure compliance with all banking regulations, security requirements, internal controls, and company policies.
• Monitor adherence to customer service standards, quality expectations, and regulatory requirements.
• Collaborate with Compliance, Risk Management, and Operations teams to address identified concerns and implement corrective actions.
• Maintain a strong focus on fraud prevention, customer information security, and operational risk mitigation.

Performance & Analytics

• Establish, monitor, and report on key departmental performance metrics and service standards.
• Utilize data analytics to identify trends, evaluate effectiveness, and drive informed business decisions.
• Prepare and present operational reports, recommendations, and strategic initiatives to senior leadership.
• Develop action plans to improve departmental productivity, service quality, and customer satisfaction metrics.

Strategic Planning & Collaboration

• Participate in organizational planning initiatives and contribute to the development of customer service strategies aligned with the Bank's goals.
• Collaborate with Retail Banking, Digital Banking, Operations, Marketing, and other business units to support strategic objectives.
• Evaluate and recommend enhancements to technology, processes, and systems that improve customer engagement and operational effectiveness.
• Assist in departmental budget planning, resource allocation, and expense management.

Skills

Leadership & Employee Development | Strategic Planning & Execution
 Customer Experience Management | Contact Center Operations Management
 Performance Management & Coaching | Workforce Planning
 Operational Analytics & Reporting | Quality Assurance
 Banking Products & Services | Regulatory Compliance & Risk Management
 Problem Solving & Decision-Making | Communication & Relationship Management
 Project Management & Process Improvement | Change Management

Qualifications

• Bachelor's degree in Business Administration, Management, Finance, Communications, or a related field preferred.
• Minimum of 5-7 years of banking, customer service, contact center, or financial services experience.
• Minimum of 3-5 years of progressive leadership experience, including management of supervisors and/or multiple teams.
• Demonstrated success in managing customer service operations and achieving performance objectives.
• Strong knowledge of banking products, customer experience practices, regulatory requirements, and contact center technology.
• Proven ability to analyze operational data, identify trends, and implement solutions that drive results.
• Excellent leadership, communication, coaching, and relationship-building skills.
• Proficiency with Microsoft Office Suite, CRM platforms, workforce management systems, and reporting tools.

Why Join Us

• Lead a critical customer-facing function that directly influences customer satisfaction and loyalty.
• Drive strategic initiatives that enhance service delivery and operational performance.
• Partner with executive leadership to shape the future of the customer experience.
• Influence organizational growth through innovative service strategies and continuous improvement.
• Enjoy opportunities for career advancement, leadership development, and professional growth.

Work Environment & Physical Requirements

• Primarily office-based role requiring prolonged sitting and computer use.
• Frequent telephone, video conferencing, and in-person interactions with customers and employees.
• Use of standard office equipment, including computers, phones, and related technology.
• Occasional standing, walking, bending, and lifting up to 10 pounds.
• Extended periods of visual focus and computer screen use.
• May require occasional travel between branch and administrative locations.
• Regular attendance is an essential function of the position.

Equal Opportunity Employer

We are committed to creating an inclusive and diverse workplace. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, national origin, veteran status, disability, genetic information, or any other protected status under applicable law.

Employee Benefits Snapshot

Health & Wellness

• Medical Insurance (UnitedHealthcare)
• Prescription Drug Coverage
• Dental Insurance (Guardian)
• Vision Insurance (EyeMed)
• AFLAC supplemental coverage
• Health Savings Account (HSA) with employer contribution
• Flexible Spending Accounts (Medical & Dependent Care) 

Paid Time Off (PTO) 

Full-Time and Benefit Eligible Employees receive a variety of paid time off benefits (prorated based on hire date), including:

• Vacation Time
• Personal Time
• Sick Time
• Birthday Day Off
• Floating Holiday
• Short-Term Disability

Part-Time Employees (20-30 hours) receive:

• Vacation Time
• Personal Time

Financial Protection

• Company-Paid Life Insurance
• Company-Paid AD&D Insurance
• Employee Assistance Program (EAP) for counseling, financial, legal, and family support 

Retirement

• 401(k) Plan
• 4% automatic company contribution
• 50% match on the first 8% you contribute
• Potential annual profit-sharing contribution 

Additional Resources

• Virtual Medical Visits
• Wellness Programs
• Behavioral Health Support
• Wellness Rewards Program 

Eligibility

Medical benefits are available to eligible full-time employees and generally become effective on the first day of the month following 60 days of employment. Paid Time off becomes effective on the first day of month following 90 days of employment.

This summary provides an overview of available benefits. Refer to official plan documents and company policies for complete details and eligibility requirements.