Customer Care Manager

Job Title:

Customer Care Manager

FLSA Status:

Exempt

Hours of Operation:

8:00-5:00 Mon-Thursday; 8:00-5:30 Friday

Department:

Customer Care Division

General Job Summary:

Responsible for the day to day supervision of customer service. Responds to customers via telephone or online as appropriate. Manages workflow of online banking applications and maintenance. Monitors call volumes for appropriate scheduling and staffing.

Organizational Duties and Responsibilities:

• Supports the mission, vision and philosophy of the Bank. Complies willingly with all organizational policies and procedures.
• Supports all functions that maintain compliance with regulatory agencies
  
  
  

Essential Duties and Responsibilities:

• Coach and lead team members as they respond to customer requests via the phone or email to ensure a quality experience for our customers
• Create a WOW customer experience for every customer in every interaction—via telephone, email or website contact
• Manage flow of online banking inquiries and set ups
• Become an expert on deposit/loan accounts and services offered by Stock Yards Bank
• Recommend and educate customers on other bank services as appropriate
• Monitor live and recorded calls, providing feedback to the team and performing call review sessions to maintain quality standards within the department
• Monitor the phone queue to ensure required service levels are being obtained
• Handle escalated customer calls as required and set the example for the team on appropriate handling of all customer issues
• Manage the time reporting of team including work schedules, vacation schedules, and other time out of the office to ensure adequate phone coverage
• Manage training activities for new hires and existing team members
• Responsible for writing and delivery of performance reviews
• Collect and report on department metrics
  
  
  

Other Functions:

• Exercise duties and responsibilities in a manner that demonstrates self- accountability and supports a team environment
• Assist with the addition or change of features on the VRU (Voice response unit)
• Participate and support the Department Manager in strategic planning
• Support other Deposit Operations areas as needed
  
  
  

Working Conditions:

Office environment using various computer applications.

Minimum Job Requirements:

Education:

High School/GED education

Experience:

3 years bank and customer service experience.Previous leadership role in financial services or contact center is preferred.

Specific Skills:

• Banking/customer service background or experience
• Excellent verbal and written communication skills
• Ability to proactively solve problems
• Able to multi-task and handle many customer situations at once
• PC proficient, with exposure/experience to Excel, Word, Outlook
• Positive, approachable leadership style
  
  
  

Specialized:

Good phone voice – professional demeanor

Licenses:

None

Supervisory Responsibility:

Will supervise the day to day functions and team members.

Physical requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands and fingers, handle or feel, reach with hands and arms, and talk or hear. This position requires sitting the majority of the time with limited walking and standing.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as inclusive of all responsibilities, duties and skills required of personnel so classified. This job description does not constitute a contract nor does it alter the at-will status of the employer/employee relationship. EOE/ Minorities/Women/Vets/Disabled