Capital Associated Industries, Inc.
  • Rocky Mount, NC, USA
  • Full Time

Southern Bank is a wholly owned subsidiary of Southern BancShares (N.C.), Inc. With its Corporate Headquarters located in Mount Olive, the Bank has total assets of approximately $2 billion and over 60 locations serving North Carolina and Virginia.

The purpose of the position is to plan, develop and implement strategies to provide outstanding customer service to Southern Bank customers when interacting with Customer Care Center (CCC) agents via any existing functions that sit within the call center to include, but not limited to, Inbound/Outbound phones, Digital Communications (chat, email, secure messaging, social media messaging) and Digital Banking support. The Manager will provide leadership, training, development, coaching, and resources to the team to achieve the desired results and foster an empowered and well-trained work environment.

This position manages all Customer Care Center associates and is responsible for managing the day-to-day operations of the call center to ensure efficient and optimal customer service delivered with each interaction. Through collaboration with related functional divisions, identify and deliver service improvements to enhance the customer experience. This position includes interviewing and hiring new professional associates who fit Southern Bank's culture and have the skills needed to meet the demands of a fast-paced call center; monitoring and coaching ongoing performance, facilitating professional development, and managing performance issues as needed to ensure associates are held accountable for their performance and their contribution to meet or exceed department expectations.

The Customer Care Center Manager will be self-motivated, self-directed and work independently to assume accountability for their area of responsibility. Additionally, they will demonstrate enthusiastic support of corporate missions, core values and long-term objectives.

DUTIES

  • Ensures operational soundness and mitigates risk by ensuring all Customer Care Associates adhere and remain compliant with all federal regulations and Bank policies, provide timely resolutions to customer issues, support Bank initiatives and changes, and prepare staff to provide appropriate level of support to customers.
  • Define the call center operating strategy for the Bank and future focused strategic plans; decimate information to all areas of responsibility; Manage staff, resources, procedures and initiatives to ensure effective execution of the plan.
  • Design, manage and administer quality assurance metrics for all associates to support changing customer trends and behaviors.
  • Partner with all functional areas within the Bank to ensure support calls are handled appropriately, timely and accurately. Provide continual feedback on customer interaction and trends.
  • Builds an outstanding performance culture; effectively manages and scales a multi-layered, high-performing team to ensure operating with excellence at every level.

 

QUALIFICATIONS

  • Awareness of evolving technical and competitive landscape within the Call Center industry; deep understanding of traditional and cutting edge support channels.
  • Strong understanding and knowledge of various Call Center software applications (Automated Call Distribution Systems, Ticket Management, Call Recording, Scheduling and Forecasting, Quality Assurance)
  • In depth knowledge of bank operations, bank systems, compliance and regulatory functions and expectations
  • In depth experience with problem resolution, improving customer experiences and building customer loyalty.
  • Must possess excellent verbal and written communication skills.
  • Ability to lead and engage a team to deliver exceptional service consistently.
  • Ability to work and respond quickly under pressure and quickly changing conditions.
  • Strategic and tactical planner with demonstrated change management skills.
  • Strong analytical ability and the ability to leverage data from third party operations tools to solve business problems and improve customer experience.
  • Establish and maintain professional relationships with supporting internal service partners to effectively resolve escalated issues, questions, and service requests.
  • Experience developing, implementing and refining customer operations measurement methods and holding teams accountable to reaching ambitious cost-to-serve and customer satisfaction goals.

Education/Experience requirements:

  • Bachelor degree in Finance or related field or equivalent experience preferred.
  • Seven or more years of previous management leadership in Banking required.
  • Five or more years of previous call center leadership experience preferred.
  • Minimum of seven years building, managing and leading high-performing, front line customer facing teams preferred.

Southern Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified disabled applicants and employees.

Capital Associated Industries, Inc.
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