Customer Care Manager – Digital Banking Solutions

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

• Lead, mentor, and cultivate supervisors and frontline team members who assist digital banking customers.

• Set performance expectations and accountability measures that align with organizational objectives.

• Conduct performance evaluations, coaching sessions, and discussions on career development.

• Assist with workforce planning, staffing models, scheduling, and resource distribution.

• Ensure prompt and precise resolution of customer inquiries regarding online banking, mobile banking, bill payments, digital transactions, mobile deposits, multi-factor authentication, password resets, and digital enrollment.

• Monitor customer feedback and service metrics while managing escalated customer issues.

• Ensure compliance with regulatory requirements, company policies, security standards, audit processes, risk management, and compliance evaluations.

• Oversee daily call center operations, achieving goals related to service levels, wait times, abandonment rates, quality, and productivity.

• Analyze operational performance data and execute corrective measures.

• Supervise workflow across phone, chat, email, and secure messaging platforms.

• Maintain oversight of online banking systems, mobile applications, authentication platforms, and digital payment services.

• Collaborate with Digital Banking, IT, Fraud, Operations, Quality Assurance, and Workforce Management teams.

• Lead communications during platform outages, technology upgrades, and process modifications.

• Assist in the implementation of new digital banking products and features.

• Identify opportunities for process enhancements through reporting and analytics.

• Develop operational procedures, job aids, and process documentation.

• Engage in strategic initiatives and cross-functional projects.

• Ensure customer authentication procedures safeguard customer information and reduce fraud risk.

⛳️ Requirements

• Bachelor's degree in Business Administration is preferred.

• High School Diploma or equivalent is mandatory.

• Minimum of 5 years of leadership experience in a contact center setting.

• At least 3 years of experience managing supervisors or team leaders.

• Experience in supporting digital banking, online banking, mobile banking, or financial services operations.

• Proven experience in a high-volume customer service environment.

• Demonstrated success in managing performance through KPIs and service level metrics.

• Strong knowledge of online banking products and digital customer support.

• Understanding of banking regulations, fraud prevention, authentication standards, and customer privacy requirements.

• Excellent analytical and problem-solving capabilities.

• Effective leadership, coaching, and employee development skills.

• Outstanding verbal, written, and presentation abilities.

• Proficient in workforce management, reporting, and contact center technologies.

• Experience with CRM systems, quality monitoring platforms, and contact center solutions such as Genesys Cloud.

• Ability to lead during organizational changes and continuous improvement efforts.

• Capability to communicate effectively in person, over the phone, and through electronic means.

• Ability to frequently use a computer, including typing and maintaining focus on a monitor.

• Capacity to sit, walk, and/or stand for extended periods.

• Ability to bend and reach as necessary.

🏝️ Benefits

• Secure and distraction-free remote work environment is required.

• Reliable internet connection is essential (cable or fiber is preferred; mobile hotspots are not acceptable).

• Equal Opportunity Employer, including individuals with disabilities and veterans.