Customer Care Section Manager

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

📋 Description

• Lead and manage the Customer Care team to accomplish departmental objectives.

• Inspire and motivate the team to achieve both daily and monthly targets.

• Ensure that service levels, abandonment rates, and quality service standards are upheld.

• Provide coaching, feedback, and support for career development while tracking performance.

• Oversee team growth and promote continuous improvement initiatives.

• Convey the company's purpose, core values, and mission to the team.

• Ensure that representatives adhere to their schedules.

• Compile performance and goal-related reports.

• Conduct monthly coaching sessions with team members.

• Facilitate communication within the team and address any issues that arise.

• Support departmental goals, conversion targets, product launches, and technology updates.

• Manage escalated calls, complaints, and inquiries with professionalism.

• Organize, schedule, and lead team meetings.

• Propose solutions to enhance service quality and improve departmental processes.

• Monitor calls in a professional and objective manner.

• Stay informed about financial services technologies.

• Develop procedures or implement technology enhancements to boost call-center efficiency.

⛳️ Requirements

• High School diploma is mandatory.

• College or Associate Degree is preferred.

• Prior work experience in a financial institution is required.

• Experience in a call center or a related field is necessary.

• Strong understanding of banking operations and procedures.

• Ability to navigate banking systems and interpret the needs of team members and customers.

• Proficient computer skills and ability to use systems for rapid problem resolution.

• In-depth knowledge of customer care techniques and processes.

• Excellent verbal, listening, and problem-solving abilities.

• Strong coaching capabilities and the ability to set goals for success.

• Exceptional writing skills.

• Skills in computer navigation, troubleshooting, and keyboarding.

• Ability to manage multiple systems effectively.

• Capacity to handle confidential information in a professional manner.

• Flexibility in working hours when needed.

• Availability to travel as required.

• A dedicated workspace that is separate from living areas.

• Capability to secure sensitive company documents.

• Must not provide child or adult care during scheduled work hours.

• Reliable internet connection via Cable, DSL, or Fiber Optic/FiOS with minimum speeds of 10 Mbps download and 5 Mbps upload.

• Direct Ethernet connection to the router/modem is required.

🏝️ Benefits

• Opportunity for remote work.

• Flexible working hours as necessary.

• Designated remote work area with privacy requirements.

• Internet speed requirements of at least 10 Mbps download and 5 Mbps upload.

• Annual Regulatory Compliance Training.

• Successful completion of assigned training is expected.