Description

Position Description

The Head of Customer Care Center works with the Consumer Banking Group Executive to lead the Consumer Customer Care Center.

This position is responsible for strategic direction and daily / production management, supervision, and leadership to the customer care process.

Ensuring that the customer is the focus of all interactions, leading to exceptional customer care through all channels, this role creates, designs, and implements accountability measures establishing organizational goals, objectives, and operating procedures for all channels of contact and ensures alignment with the bank's strategic goals and objectives.

The incumbent continuously transforms the customer care center from traditional on-premise call center models to a fully remote model that provides state of the art customer care experiences for all customers and prospects.

Position Accountabilities

• Transform the Customer Care Center (CCC) managing to industry average response times and resolution expectations in a fully remote environment.
• Create a consultative sales and service culture within the CCC.
• Lead the evolution from a traditional call center measured only by metrics to one also focused on relationship management.
• Develop a strategy to effectively integrate Treasury servicing into CCC for streamlined call handling for business customers.
• Develop strategy and deploy an enterprise wide technology omni-channel solution to improve servicing for Consumer & Wholesale customers.
• Establish service level standards and requirements for department
• Develops, implements and executes policies and procedures to facilitate a quality customer service experience.
• Implement structure to ensure a high delivery of service standards by automating, centralizing, eliminating, and streamlining existing processes and procedures.
• Develop a control strategy to minimize risk and develop and implement quality monitoring operational processes controls to ensure compliance with corporate and regulatory procedures.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Directs the vendor and technical partnership on commonly used contact center systems, such as ACD, IVR, call monitoring systems and other telephonic platforms.
• Serves as strategic leader on enhancements, projects and merger & acquisition activities and events.
• Stays abreast of emerging technologies and practices through vendor and peer networking and continual education and proposes the right solutions and advancements for the center.
• Works in collaboration with operations, consumer banking executives, market leaders, regulatory and Internal Audit leaders and Legal.

Builds, proposes, and adheres to financial budget for the department and acts as a good steward of bank resources.

Lead and develop teammates within CCC to support their professional development

Organizational Relationship

Reports to Consumer and Business Banking Group Executive

Position Qualifications

Education & Experience

• Bachelor's Degree or equivalent business experience.
• 15 years' experience as subject matter expert in call center operations
• A minimum of 5 years banking experience and 10 years of management experience.
• A minimum of 5 years sales and sales management experience.

Knowledge & Skills

• Strong business acumen along with the ability to understand and incorporate business initiatives into sound processes.
• Extensive knowledge of call center operations
• Comprehensive knowledge of delivery channels and telephone banking.
• Capable of excelling and leading others in a dynamic, fast-paced, growing environment with significant regulatory demands and oversight.
• Exceptional decisions making ability; timely with a focus on quality and in times of uncertainty
• Takes on new opportunity and tough challenges with a sense of urgency, high energy and enthusiasm
• Builds partnership and work collaboratively with others to meet shared objectives
• Gains the confidence and trust with others through honesty, integrity and authenticity
• Creates and adheres to good plans in the face of adversity while also changing the approach swiftly when circumstances demand it.
• Recognizing the value that different perspectives and cultures bring to an organization
• Build high performing teams who apply their diverse skills and perspective to achieve common goals
• Paints a compelling picture of the vision and strategy that motivates others to action
• Create a climate where teammates are motivated to do their best to help the organization achieve its objectives

Leadership Competencies

• Customer Focus
• Digital Savvy
• Driven by Data
• Collaborative
• Strategic Insight
• Innovation
• Drives Results
• Business Insight
• Attracts & Develops Talent
• Communicates Effectively
• Ensures Accountability
• Manages Complexity
• Decision Quality
• Manages Conflict
• Courage
• Drives Engagement

Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc.

This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program.

General information on our comprehensive benefits package can be found by visiting https : / / www.atlanticunionbank.com / about / careers / benefits.

We are proud to be an EEO / AA employer, Minority / Female / Disability / Veteran. We maintain a drug-free workplace.

Last updated : 2024-05-20