Join our dynamic team at Merchants & Marine Bank, a leading financial institution dedicated to providing exceptional services to our clients. We are committed to fostering a collaborative environment where innovation and excellence thrive. We are seeking an experienced leader for our Customer Engagement Center.

Position Purpose

The Customer Engagement Center Manager is responsible for hiring, training, coaching, and leading the Customer Engagement Advisors as they provide support across multiple communication channels within the family of brands and our internal customers. This role entails overseeing daily operations and leadership to the team to ensure optimal customer service delivery while maximizing efficiency.

Position Overview

The Customer Engagement Manager will ensure that technology is implemented and utilized in a manner to maximize the cost-effectiveness and efficiency of staff. They will drive the transformation of digital community banking services.

Key Duties and Responsibilities

• Prepare and implement a strategic plan aimed at enhancing customer experience, measuring organizational profitability, improving efficiency, and providing employee development across all bank brands.
• Build out and manage departments KPI’s. Gain insights from data by analyzing department metrics and KPIs. Lead improvement initiatives to ensure goals are met.
• Set clear performance expectations and goals for growth within the department.
• Partner with the Retail Banking division to effectively retain and deepen cross-channel deposit relationships.
• Lead a high-performing team and oversee department training, development, performance management, and recruiting.
• Develop an internal customer service center (help desk) tasked with support, service, and cross-training of retail employees. Maintain a working knowledge of retail operation systems.
• Develop and manage digital and deposit products/processes from ideation to launch, including defining product requirements, creating product roadmaps, and collaborating with cross-functional teams.
• Conduct market research to identify customer needs, market trends, and competitive landscape to lead product development, process efficiency, and strategy.
• Ensures department activities run smoothly and efficiently and maintains knowledge of internal resources to mitigate disruptions of service to customers.
• Ensure the policies and procedures are being followed by reviewing and approving daily work reports.
• Evaluate existing online and mobile banking for enhancements and identify opportunities for enhancements, tracking profitability and usage through simple and easy to do business with solutions.
• Prepare reports for various bank departments and upper management.
• Collaborate with team members and other departments to resolve complex customer issues and improve overall customer service.
• Develop and maintain appropriate escalation procedures and contingency plans; communicate recurring or serious issues to upper management and recommend temporary workaround and viable solutions to improve customer service and response.
• Lead efforts to successfully implement changes in the mobile and online banking channels and continuously work to improve the digital experience across all bank brands.

Qualifications

• 10 years of banking experience with 3 - 5 years of digital banking/contact center management.
• Bachelor’s degree in accounting, Business Administration, Economics, Finance, or related studies required.
• Working knowledge of contact center technology or ability to quickly learn specialized software applications, including Client Central, Microsoft Suite, Contact Center Monitoring Software, and Digital Banking Software.
• Must be experienced and comfortable working in a fast-paced environment and able to deal well with employees & change.
• Have a proven record of accomplishment of exceptional customer service with strong management skills.
• Excellent range of communication skills, including written, and verbal, and the ability to deliver compelling presentations.
• Excellent interpersonal skills and ability to interact and build relationships with internal and external customers.
• Excellent time management, planning, and organization skills.
• Ability to create and deliver a business plan and strategy.
• Proficiency in the high-level use of APIs.