Job Description

Call Center Manager – To $90K – New Haven, CT (Hybrid Remote) – Job # 3434

Who We Are

The Symicor Group is a boutique talent acquisition firm based in Lincolnshire, IL & Rockport, TX. Our nationally unique value proposition centers around providing the very best available banking and accounting talent. In fact, most of our recruiters are former bankers or accountants themselves!

We know how to evaluate the very best banking and accounting talent available in the market. Whether you are a candidate seeking a new opportunity or a bank or company president trying to fill an essential position, The Symicor Group stands ready to deliver premium results for you.

The Position

Our bank client is seeking to fill a Hybrid Remote Call Center Manager role based in the greater New Haven, CT market. The selected candidate will be responsible for supervising all functions of the customer center and digital account opening team. This person looks for ways to drive continuous improvement in customer service by championing new technology, educating the team, driving the production of the digital channel, and ensuring compliance with regulatory requirements.

This position offers a competitive salary of up to $90K, a full benefits package, and may be bonus eligible. (This is a hybrid remote position)

Call Center Manager responsibilities include:

• Leads and supervises Digital Service Representatives. 
• Motivates, mentors, and trains staff to ensure assigned goals are achieved and that staff delivers a positive experience for customers. Acts as a key resource for the team to drive customer education of the bank’s products and services. 
• Accurately processes transactions for customers. Analyzes and resolves complex product and service issues for customers and assigned teams. 
• Manages volume and supports the team by assisting with engagements, application processing, and handling all customer requests to ensure customer service levels are met. 
• Utilizes in-depth knowledge of the bank’s products and services and compliance related to the industry to ensure staff is trained and educated.
• Creates and evaluates reports for customer engagements and applications trending to determine staffing trends to support customer service levels and production goals. 
• Evaluates staffing needs with oversight of schedules and requests to ensure customer service levels are met. 
• Provides exceptional and professional customer service through phone, email, and other systems/technologies available to bank staff to support customers.
• Keeps up-to-date with the latest technology trends.
• Interviews prospective staff evaluates performance, and manages disciplinary actions. 
• Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with customers, co-workers, management, and vendors.
• Demonstrates the bank’s core values of Service, Teamwork, Integrity, and Responsibility.
• Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
• Ensures adherence to company policies and procedures and banking regulations.
• Performs additional duties as required.

Who Are You?

You’re someone who wants to influence your own development. You’re looking for an opportunity where you can pursue your interests and your passion. Where a job title is not considered the final definition of who you are, but merely the starting point for your future.

You also bring the following skills and experience:

• Bachelor’s degree strongly preferred, preferably in Business Management or related studies.
• Minimum of 3 years of relevant management experience in banking, lending, or call center roles.
• Extensive knowledge of state and federal regulatory compliance requirements and bank policies and procedures, and knowledge of basic legal processing.
• Strong management, analytical, interpersonal, written, and verbal communication skills.
• Proven customer service skills.
• Technical proficiency in all Microsoft 365 applications, Fiserv DNA, NCR Digital Banking, and loan origination systems is strongly preferred. Working knowledge of other banking and lending systems is a plus. 

The next step is yours. Email us your current resume along with the position you are considering to:

resumes@symicorgroup.com

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