Manager, Customer Care Center

Position Goals:

Provide leadership support to the Customer Care team. Assist, observe and coach others in delivering personalized service to support the needs and relationships of FMB clients.

Essential Duties and Responsibilities:

• Lead and manage all aspects of the Customer Care Center, including training, coaching, and guiding staff while overseeing daily operations and customer care processes.
• Continuously identify, recommend, and implement innovative solutions to improve Customer Care Center operations and the overall client experience.
• Collaborate closely with leadership, cross-functional teams, and other departments to support and advance the company's customer experience goals and overall vision.
• Apply strategic thinking and critical problem-solving skills to assess risks and develop tailored solutions for diverse customer needs.
• Develop, implement, and maintain performance metrics to optimize staff productivity and ensure high-quality service delivery.
• Lead or participate in special projects, including bank acquisitions, to support organizational growth and change management.
• Motivate and inspire team members by applying effective employee engagement, recognition, and motivation strategies that foster high morale and a strong performance culture.
• Monitor calls through the Quality Assurance Program to ensure service excellence, provide feedback, and enforce adherence to departmental policies and standards.
• Hire, schedule, and allocate staffing resources appropriately to maintain service quality while achieving departmental productivity targets.

Position Requirements:

Education: High school diploma or equivalent (GED).

Experience:

• Five (5) years of experience in a customer service role, with a minimum of three (3) years in a call center or bank/financial services environment.
• Three (3) years of experience coaching and leading in a management/supervisory role.
• Demonstrated ability to handle more complex customer service needs.

Preferred Requirements:

• Associates or Bachelor's degree in business, management or related field.
• Additional related training or certifications.