Customer Care Center- Assistant Customer Care Center Manager

Assistant Customer Care Center Manager (E1)

Groton, CT

The Assistant Customer Care Center Manager will support the Customer Care Center Manager in overseeing daily operations, ensuring efficient and effective customer service across all communication channels. This role requires strong leadership skills, a customer-centric approach, and the ability to manage a dynamic team.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Assist in the daily operations of the Customer Care Center working with the Customer Care Center Manager. Provides and ensures that Customer Care Representatives provide a superior level of customer service to current and prospective customers as well as to employees, service providers and others over the telephone and through other electronic delivery channels.

Perform any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers, prospective customers, employees and service providers.

1. Supervises and assists in managing call center channels including calls, text, chat, video, and VBM services. Ensure seamless customer interactions supporting key products such as deposits, loans, and electronic delivery channels including online/mobile banking, debit cards, etc. working with the Customer Care Center Manager.
2. Supervises and assists Customer Care staff to effectively provide accurate information and support to customers. Support cross-sell efforts and retail/back-office personnel. Assists in managing overall team performance working with the Customer Care Center Manager.
3. Ensure proper identification/authentication before sharing non-public information or facilitating transactions, vigilant against fraud, identity theft, and exploitation of vulnerable customers.
4. Ensure all customer inquiries and issues are resolved promptly and satisfactorily, maintaining a high standard of service. Recognizes trends and issues escalating as appropriate.
5. Provide guidance, training, and support to Customer Care staff, fostering a positive and productive work environment. Effectively coach the Customer Care staff to appropriately expand relationships and assist customers with meeting their needs.
6. Track and analyze key performance indicators (KPIs) on call center performance, customer feedback, and operational efficiency; ensure quality assurance in processing forms, customer requests, and product/service maintenance according to Bank policies. Monitors system and application activity and availability and proactively escalate problems and outages to management.
7. Ensure compliance with bank policies, industry regulations, and data security standards.
8. Assists with implementing procedures, enhancements to product delivery, and internal efficiency; recommends changes to products, services, and processes.
9. Responsible for adhering to Bank policies and procedures related to regulatory compliance requirements applicable to job function.
10. Promotes the Bank's products and services and maintains active participation in community affairs.
11. Performs related and unrelated duties as may be required.

POSITION REQUIREMENTS:

Minimum of Associate's Degree and/or 1 years' experience of Call Center, retail banking or E-Commerce supervisory experience. Must have strong leadership, supervisory, customer service, problem resolution, interpersonal and communication skills. Must be detail oriented and well organized. Must have some knowledge or aptitude regarding desktop computers, cellular phones and other web enabled mobile devices including but not limited to settings, internet browsers and mobile apps. Proficient in Microsoft Word and Excel and be able to use various types of office equipment including computer, calculator, fax, copier and document imaging technology and equipment. Ability to learn and adapt to change and flexibility of both schedule and routines is required. Must interact with customers and bank team members in a professional manner.

SUPERVISORY SCOPE:

9-10 Customer Care Representatives working with the Customer Care Center Manager.

INDEPENDENT ACTION:

Performs work within established guidelines and according to specific procedures. Consults with manager for clarification, exceptions and problem resolution.

COMPLIANCE:

Responsible for adhering to Bank policies and procedures relating to regulatory compliance requirements applicable to the job function including but not limited to Bank Secrecy Act, Anti-Money Laundering and Fair Lending.