Client Care Center Manager

Job Overview
Do you love to interact with people, talk on the phone, support and develop a team, and support multiple digital channels for an Amazing Client Experience? Look no further. At Bank of Charles Town (BCT), we're not just a bank - we're your neighbors, your friends, and your community partners. We're seeking an enthusiastic, friendly, goal and team-oriented Client Care Center Manager. This position is crucial to the bank's Amazing Client Experience. If you have experience with multiple phone lines, team management, digital banking and client support, we encourage you to explore this opportunity.

What You'll Do (Responsibilities):

- Develop and manage the Client Care Center daily operations

- Assist internal and external clients with questions and concerns finding the best possible resolution

- Supervisor duties such as: interviewing, hiring, training, performance appraisals. address/resolving employee relation matters

- Adherence of team performance standards in areas such as call resolution, call wait times and streamlining of client impacting processes

- Oversee a team of multiple employees

- Monitor knowledge and skill levels of team to identify development and training

- Assist with administrative duties and document scanning

- Ability to establish and maintain effective working relationships with coworkers, employees and officials in other departments

- Support team sales process by acting upon or referring identified client needs to other lines of business

- Researching and resolving client inquires via telephone, e-mail, and other secure support programs

- Provide client support for electronic banking products and services, including Online and Mobile Banking, and Bill Payment

- Promptly resolve client inquires and issues regarding new accounts, existing accounts, debit cards, loans, payments, automatic transfers, interest rates, and investments

- Complete account related inquires, online banking, and mobile banking troubleshooting

- Assist with client inquires on Bank policies, procedures, and programs

- Product and system knowledge

- Maintenance and awareness of Bank's compliance requirements and risk management concepts, expectations, policies, and procedures and applies them to daily tasks

Why You'll Love It Here (Benefits):

- We've got you covered with competitive pay, comprehensive health benefits, and a 401(k) plan that helps you plan for your future.

- We believe in supporting you both at work and at home with generous paid time off, holidays, and other perks that keep you refreshed and recharged.

- Want to learn and grow? We're committed to your professional development with training programs, career advancement paths, and plenty of opportunities to take your career to the next level.

- You'll be part of a team that's dedicated to giving back and making a difference in the community we all love. We believe in this so deeply, we even provide paid time off for you to volunteer with an organization that you care about!

- Enjoy a friendly, collaborative work environment where your ideas are valued, and every day brings new opportunities to make a difference.

Who You Are:

- A person who thrives on interaction with internal and external clients

- Detail oriented; looking for accuracy and efficiency

- Loves to learn

- Thrives in developing your individual team members

- Loves delivering an Amazing Client Experience to Internal and External Clients

- A positive, proactive leader with a can-do attitude

What We Ask You to Bring (Qualifications):

- 4 Year College Degree or Bank Experience Equivalent

- 2-5 years of supervisor experience

- Call Center experience with multiple phone lines

- 1-2 years of assisting clients with Digital and Mobile Banking

- Payments Industry Knowledge in: ACH, Wires, Debit Cards, Transfers and Checks

- Strong problem-solving skills

- Strong multi-tasking skills

- Strong communication skills with ability to communicate effectively and efficiently

- A desire to grow and develop as an individual and a leader

- Ability to grow and develop a team

- Ability to find resolution/solutions to client issues or concerns

- A collaborative spirit and a positive attitude; essential to thriving in our supportive team environment

- Ability to stay compliance with industry regulations and guidance

Ready to Make a Difference? Apply today to become the Client Care Center Manager at BCT! Bring your energy, your passion, and your desire to be part of something special. Let's make banking better together - one client interaction at a time.

Banking can be more than just a job; it can be a way to connect with and uplift your community.

BCT is an Equal Opportunity/Affirmative Action Employer

BCT supports a workforce of diversity, equity, inclusion, and accessibility

Job Type: Full-time

Pay: $45,000.00 - $67,400.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Employee stock purchase plan
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $45,000 - $67,400