What are the responsibilities and job description for the Customer Care Manager position at Opportunity Bank of Montana?
Opportunity Bank of Montana offers careers in banking with a comprehensive training program, work life balance and meaningful commitment to your community. Are you looking for more than just a job? Are you ready to make a positive impact on your professional life and in your community?
If so, we want to talk to you!
Opportunity Bank of Montana is adding to our outstanding team with a Customer Care Manager. As our Customer Care Manager, you will be responsible for management of Contact Center personnel to ensure positive morale and effective daily operations. You will continuously develop and implement call center methods and procedures, and contribute system and process improvements using your knowledge of banking operations:
- Manage Contact Center agents, operations, and functions to maximum effectiveness. Provide coaching and assistance to maintain high customer service standards.
- Establish and manage high standards through performance monitoring, cross sales, system audits, quality assurance, and problem resolution with well-defined user guidelines and escalation points. Oversee and ensure conflict resolution between agents and customers.
- Responsible for creating and updating training documents and conducting regular training to Contact Center agents and ensuring proper cross training of all duties/tasks within the Contact Center.
- Coordinate between branches, the Operations Center, and customers to solve general processing and procedural questions, new/closed account processes, troubleshooting issues and provide training.
- Collect, analyze and summarize contact center trends and key metrics and submit regular reports to management.
- Identify problems and offer solutions regarding bank processes and how they affect customers with appropriate departments.
- Assist with and communicate system maintenance, troubleshooting issues and upgrade implementations.
- Conduct product research, process efficiency, and implementation of new contact center system initiatives to enhance customer experience.
- Provide annual budget necessities to management.
- Assist with daily or periodic Contact Center tasks and/or functions to ensure all duties are performed as scheduled.
- Hire, train and onboard new Contact Center agents.
- Perform other related duties as assigned.
Education and Experience Requirements
4-year college degree (accounting, business, finance, management or related)
and 2 years experience in banking or contact centers - or equivalent combination of education & experience
Extensive experience serving external customers
Experience successfully leading and developing a team
Education and Experience Preferences
4-year college degree (accounting, business, finance, management or related)
and 4 years experience in banking or contact centers - or equivalent combination of education & experience
Experience training others in bank policies and procedures
Experience with contact center technology (ACD, workforce management, reporting, etc.)
Opportunity Bank of Montana is an equal opportunity employer. It is the policy of Opportunity Bank to provide equal employment opportunity within the Bank and motivate cooperation toward the goal of hiring and promoting available qualified personnel without regard to their race, gender, color, national origin, sex, age, religion, disability, veteran status, marital status, sexual orientation, or any other legally protected status.
