Call Center Manager

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Job description

COMPANY SUMMARY: We provide comprehensive commercial, personal, and online banking solutions to businesses in the Mid-Atlantic region and the national healthcare market. Our culture is characterized by authenticity, entrepreneurship, and compassion. We defy conventional banking norms with a bold and innovative approach, venturing into new territories and executing groundbreaking deals. Recognized as the Best Place to Work by the Baltimore Business Journal for 2022, 2023, and 2024, our goal is to make people feel that working here was the best decision they have made. Join us at CFG, where your bold, entrepreneurial, and tenacious spirit will thrive, and together we will achieve success and make a lasting impact. POSITION SUMMARY: The Call Center Manager is responsible for overseeing operations and ensuring the efficiency of Call Center Agents, managing customer calls, and providing assistance to resolve queries. The role involves proactive communication with clients about new products and services, troubleshooting navigation through the online banking system, and delivering deposit rate information. Additionally, the position requires collaboration with other bank departments, training new employees, and maintaining compliance with regulatory policies to uphold exceptional customer service standards. ESSENTIAL DUTIES AND RESPONSIBILITIES: Manage Call Center Operations: • Supervise Call Center Agents. • Oversee customer calls, providing accurate and satisfactory answers to queries. • De-escalate situations with dissatisfied customers, offering patient assistance and support. • Manage the Bank's Live Link Chat service. Customer Communication and Support: • Call clients to inform them about new products, services, and policies. • Guide callers through troubleshooting and navigating the company's Retail Online Banking system. • Provide deposit rate information and product alternatives. • Review client accounts, offering product recommendations. Collaboration and Training: • Collaborate with other bank departments. • Assist in training new employees on service agreements. • Serve as a resource on new digital account processing. • Acquire and maintain thorough knowledge of the bank's products and services. Customer Service Excellence: • Ensure positive, courteous, and efficient interactions with customers, adhering to bank regulations. • Professionally respond to customer inquiries while maintaining confidentiality. • Provide timely responses to time-sensitive depository questions and requests. Regulatory Compliance: • Comply with all bank regulatory policies. • Conduct periodic training on policies outlined in the Compliance Training Manual. QUALIFICATIONS AND REQUIREMENTS: • Minimum of one to two years of related branch-banking or customer service experience. • Experience managing a team in a Call Center environment. • Effective written and verbal communication skills. • Excellent active listening, interpersonal, and rapport-building skills. • Patient and empathetic attitude. • Strong critical thinking, problem-solving, and time management skills. • Adaptability and Technical Proficiency: • Adaptability and flexibility in fast-paced environments. • Troubleshooting skills. • Computer literacy. • Proficient in phone skills, including familiarity with complex or multi-line phone systems. • High school diploma or equivalent. • Basic math skills. • Experience with online account opening systems and banking core systems. EOE STATEMENT: CFG Bank is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic. We are committed to ensuring a diverse and inclusive workplace, and all employment decisions are based on merit, qualifications, and business needs. If you require accommodations during the application process, please contact Human Resources.

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