Care Center Manager

Position Summary

The Care Center Manager is responsible for providing strategic leadership and day-to-day oversight for Landmark National Bank’s Care Center, the Bank’s centralized call and contact center. This position leads the team, technology, service model, and continuous improvement efforts that enable customers to receive timely, accurate, and consistent support through the channel they choose, including phone, chat, secure messaging, email, digital banking, and other emerging communication channels. The Care Center Manager uses operational data, customer insights, contact center technology, and artificial intelligence-enabled tools to improve service delivery, strengthen efficiency, enhance the customer experience, and support operational, quality, compliance, and risk management standards.

Essential Functions

Strategic Care Center Leadership and Team Development

• Provide strategic leadership for the Care Center, the Bank’s centralized call and contact center, by aligning people, processes, service expectations, technology, and customer experience priorities.
• Lead, coach, mentor, and develop Care Center team members to support strong service delivery, accountability, engagement, adaptability, and continuous improvement.
• Attract, hire, onboard, develop, engage, and retain high-performing Associates.
• Establish clear expectations and hold Associates accountable for performance, service, and results.
• Provide ongoing coaching, feedback, recognition, and development opportunities to support Associate growth and career progression.
• Foster a positive, collaborative, and inclusive work environment that promotes engagement and high performance.
• Conduct performance evaluations and development planning discussions in a timely and thorough manner.
• Support succession planning and talent development initiatives to ensure future organizational capability.
• Set clear expectations for customer experience, quality, productivity, schedule adherence, professional communication, timely issue resolution, and effective use of technology tools.
  
  

Omnichannel Service Delivery, Service Levels, and Workforce Planning

• Oversee daily Care Center operations across customer-selected service channels, including phone, chat, secure messaging, email, digital banking support, and other communication channels as assigned.
• Oversee execution of daily Care Center operations, including queues, service levels, scheduling, coverage, and escalations.
• Provide leadership oversight of staffing plans, workflow management, backlog, open items, and timely resolution of customer needs.
• Maintain operational excellence through effective documentation, queue management, issue tracking, procedure adherence, technology adoption, and timely follow-through.
  
  

Performance Insights, Technology Strategy, and Continuous Improvement

• Use contact center technology, reporting tools, customer insights, and performance data to analyze call volumes, digital channel activity, peak periods, average handle time, average speed of answer, abandonment rates, first-call resolution, call transfers, agent occupancy, customer satisfaction trends, and technology adoption.
• Translate operational data and customer experience insights into recommendations that strengthen staffing, service levels, channel strategy, technology capabilities, customer experience, and operational efficiency.
• Prepare and share recurring management reports regarding Care Center performance, service trends, staffing needs, customer experience, technology needs, operational risks, AI opportunities, and recommended improvements.
• Identify recurring customer needs, service barriers, process gaps, training opportunities, technology limitations, and automation opportunities that affect customer experience or operational efficiency.
• Lead and support process and technology improvements that enhance efficiency, reduce errors, strengthen customer experience, improve channel consistency, and support operational effectiveness.
  
  

Customer Experience, Channel Strategy, Escalations, And Business Partnership

• Promote a customer experience strategy that supports customers in the channel they select, including phone, chat, secure messaging, email, online banking, mobile banking, bill pay, debit card support, and other channels as assigned.
• Resolve escalated customer concerns and ensure timely, professional, accurate, and channel-appropriate communication with customers and internal partners.
• Identify recurring service issues and partner with Retail Banking, Digital Banking, Lending, Treasury Management, Operations, Information Technology, Marketing, Compliance, and other business lines to address customer needs and improve outcomes.
• Serve as a business partner and Care Center subject matter expert for projects, technology enhancements, digital banking changes, customer communication improvements, and service model decisions.
• Maintain effective working relationships across the Bank to support consistent service delivery, issue resolution, customer-focused problem solving, and coordinated implementation of new service capabilities.
  
  

Quality Assurance, Training, and Performance Management

• Monitor and evaluate customer interactions, develop and maintain quality standards, and provide coaching based on call evaluations, service observations, performance trends, and customer feedback.
• Identify training needs, maintain team knowledge resources, and support ongoing learning related to products, services, systems, procedures, compliance expectations, and customer service standards.
• Promote consistent communication, service behaviors, quality expectations, and accountability across assigned Care Center team members.
• Address performance concerns, behavior issues, and policy violations promptly in partnership with Human Resources.
  
  

Care Center Systems, Technology Enhancements, AI, and Business Continuity

• Administer, support, and optimize Care Center systems and tools, including call routing, IVR, workforce management, call recording, quality management, chat, secure messaging, reporting platforms, automation tools, and other customer communication technologies.
• Partner with Information Technology, Operations, vendors, and business partners to identify, prioritize, test, implement, and continuously improve technology enhancements that strengthen customer service, Associate effectiveness, reporting, and operational efficiency.
• Embrace and responsibly support the use of artificial intelligence, automation, knowledge management, and emerging technologies to improve customer support, quality monitoring, training, self-service, routing, reporting, and issue resolution.
• Coordinate testing, implementation, communication, and training related to Care Center system changes, service channels, reporting tools, AI-enabled capabilities, or operational workflows.
• Support business continuity, disaster recovery, incident response, and contingency planning activities related to Care Center operations, telecommunications, customer communication channels, and technology platforms.
  
  

Compliance, Risk Management, and Documentation

• Ensure Care Center practices comply with Bank policies, procedures, consumer protection requirements, BSA/AML, privacy, information security, fraud prevention, and other applicable regulatory expectations.
• Maintain procedures, records, and documentation that support audit readiness, regulatory examinations, internal controls, operational consistency, and service continuity.
• Partner with Compliance, Risk Management, Information Security, Operations, and other stakeholders to address findings, control gaps, customer impact issues, and process improvements.
• Communicate operational risks, service trends, customer issues, system needs, staffing considerations, and recommended actions clearly and timely to leadership and internal partners.
• Maintain knowledge of applicable banking regulations, consumer protection requirements, BSA/AML expectations, privacy and information security requirements, fraud prevention practices, Bank policies and procedures, audit expectations, service quality standards, operational controls, contact center technology expectations, AI governance considerations, and customer communication requirements related to Care Center activities and service channels.
  
  

Operational Excellence

• Execute responsibilities in a timely manner while maintaining accuracy, quality, and compliance.
• Make operational, service delivery, staffing, technology, and customer experience decisions using customer needs, channel preferences, service level expectations, staffing capacity, performance data, technology insights, AI and automation opportunities, risk considerations, compliance requirements, quality standards, system capabilities, business priorities, and accountability for timely, accurate, and professional customer support.
• Identify and implement process improvements to enhance efficiency, reduce errors, and strengthen operational effectiveness.
• Maintain reliable and predictable onsite and remote work attendance to meet business and customer needs.
  
  

Culture and Values

• Demonstrate respect for others by fostering an inclusive, collaborative, and professional work environment.
• Embrace curiosity by seeking to learn, improve, and identify opportunities for growth and innovation.
• Act with integrity by maintaining accountability, following policies and procedures, and doing what is right for customers, colleagues, and the Bank.
• Promote authenticity through honest and forthright communication as well as transparency.
• Strengthen unity by working cooperatively across teams, supporting shared goals, and contributing to a positive culture.