Customer Care Manager/Remote within 50 miles of Winter Haven, FL or Homestead, FL

As a leading bank, SouthState has been providing financial solutions to individuals, families, and businesses for more than 100 years.

SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

SUMMARY/OBJECTIVE:

Responsible for the daily management of the Customer Care Center. Responsible for identifying process and performance improvements, efficiencies for the customer and for leading/developing a team who deliver customer interactions across multiple channels. Leads the team to meet established goals for service, queue (wait time/abandonment), productivity, and quality of work metrics. Responsible for the execution of and the maintaining of successful goals for the success of the team in a rapidly changing environment. Accountable for achieving efficiencies and cost control through appropriate staffing, efficient work procedures/processes and adherence to established budget.

Effectively plan, organize and evaluate staff and processes to solve business issues and to develop solution-oriented recommendations. Ensures that all manuals and procedures are kept current: Ensures staff members are kept abreast on all changes to bank policies, procedures, federal and state regulations: May assist with special initiatives or projects; supports other areas within Customer Care as needed. Ensures compliance with South State Banks Code of Business Conduct and Ethics and other operating procedures.

ESSENTIAL FUNCTIONS

• Strategically lead and develop a leadership team to enhance performance by setting clear accountability performance measures.

• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching and development opportunities.

• Create a culture and processes which achieve the department goals and objectives with regards to their customer service.

• Manage within a departmental budget.

• Communicate and project the "we care" attitude to all customers and employees through all forms of communication.

• Oversee strong vendor relationships that provide direction/guidance to ensure all Standard of Work requirements deliver great service to our customers.

• Improve Customer Satisfaction or other Customer Metrics.

• Empower and Engage the Customer Service Team.

• Identify new tools and technologies to better serve the customer.

• Use Customer insight and root cause analytics to identify process improvements.

• Ensures team members are performing to meet Service Levels, abandonment rates, and quality service expectations each month.

• Focus on employee's growth through positive feedback and reinforcement. Develops career paths for all employees to identify growth potential and tracks the employee's performance to ensure their success in their career.

• Work effectively with all banking partners to optimize customer service and company goal objectives through collaboration.

• Responsible for communicating the company's purpose, core values, and mission to the team.

• Works to meet the departmental objectives, including conversion targets, new product roll outs, and technological installments or updates.

• Ability to convey thoughts and findings clearly and concisely in oral and written format that promotes the SouthState Bank Way.

• Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of the call center.

COMPETENCIES

• Strong leadership and coaching skills; Provide constant and timely feedback and suggest improvements to process and procedures.
• Strong knowledge of banking procedures.
• Strong communication and presentation skills.
• Strong relationship building skills.
• Exceptional ability to analysis data and provide solutions.
• Is a strong culture champion.
• Emotional Intelligence: has the capacity to be aware of control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically.

The duties and responsibilities listed above may be revised at any time within the sole discretion of SouthState without advance notice to or the consent of the employee.

Accepts other duties as assigned.

Must be available to travel when necessary.

SouthState reserves the exclusive right to transfer an employee, without their consent or advance notice, from their current position to any other position within the same branch or a different branch.

Qualifications, Education, and Certification Requirements:

Education: High School diploma required; College Degree preferred.

Experience: 8+ years related customer service management experience in corporate environment. Previous work experience with a financial institution. Extensive experiences managing customer service teams. Proven management experience at a senior level role. Established track record of exceeding targets, KPI's and SLA's. Must have working experience in a call center or other related field. Strong knowledge of banking operations procedures but not limited to navigating banking systems and interpreting team members and customer needs. Strong computer skills and ability to navigate systems for quick resolution.

Certifications/Specific Knowledge: Must have strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills. Must be a strong coach and understand team members needs and develop goals for success. Demonstrate ability to motivate and communicate with others at all levels. Ability to influence relationships to deliver service improvements. Able to adapt and succeed in a changing environment. Evidence of well-developed leadership skills. Comfortable working in Excel, Word, Outlook, PowerPoint, and data entry systems.

TRAINING REQUIREMENTS/CLASSES

• Annual Regulatory Compliance Training
• Successful completion of all assigned training.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

• Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.
• This position requires a large amount of time in front of a computer.
• SouthState reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
• SouthState reserves the right to suspend Remote Work privileges at any time.

TELECOMMUNTING REQUIREMENTS:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Ability to keep all company sensitive documents secure (if applicable)
• You agree that you will not provide child or adult care during hours of scheduled work.

TELECOMMUNTING TECHNICAL REQUIREMENTS:

• A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
• Must be able to directly connect to router/modem via Ethernet cable.
  • Check your download speed using a speed test.
• To test your home internet from your personal computer at home, typewww.speedtest.netinto the web browser of your personal computer.
• SouthState reserves the right to request proof of internet provider, speed and service package from the employee.
• Requirements are subject to change, as new systems and technology is delivered.