Customer Care Section Manager

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

📋 Description

• Provides guidance and oversight to team members to ensure the achievement of all departmental objectives.

• Responsible for fostering a professional and service-oriented work environment by supervising and mentoring team members' performance.

• Ensures that Customer Care Representatives adhere to the regulations and policies of SouthState Bank.

• Contributes to enhancing efficiencies and controlling costs by evaluating effective work processes and appropriate staffing levels.

• Establishes clear expectations and goals to guarantee the overall success of the customer care team in achieving the highest levels of customer satisfaction.

• Monitors team performance to ensure compliance with Service Levels, abandonment rates, and quality service standards each month.

• Develops career advancement paths for all employees to identify growth potential and tracks their performance to ensure career success.

• Prepares documentation, including general reports on each team member’s performance and established goals, ensuring they meet or exceed those objectives.

• Conducts monthly meetings with all team members to recognize positive performance and coach on areas for improvement to assist them in reaching their goals.

• Aims to meet departmental objectives, including conversion targets, new product launches, and technological implementations or updates.

⛳️ Requirements

• High School diploma is required; a College or Associate Degree is preferred.

• Prior experience in a financial institution is necessary.

• Must possess experience working in a call center or a related field.

• Strong understanding of banking operations procedures, including navigating banking systems and interpreting the needs of team members and customers.

• Proficient computer skills and the ability to navigate systems for efficient problem resolution.

• Must have a strong grasp of customer care techniques and processes, including verbal communication, listening, and problem-solving skills.

• Should be an effective coach who understands team members' needs and can develop goals for their success.

• Must have a friendly and positive personality.

• Excellent writing skills are required.

• Ability to handle confidential information professionally, both internally and externally.

• Willingness to work flexible hours when needed.

• Strong interpersonal skills to foster a positive and effective work environment.

• Possess a natural talent for coaching, motivating, and engaging with people.

🏝️ Benefits

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