Customer Care Manager

Department: Customer Care Center

Reports to: Branch Administrator

Supervises: Customer Care Staff

Status: Full-Time / Exempt / On-Site only

Must already be authorized to work in the United States. Relocation is not provided.

Partners Bank is a rapidly growing community bank with operations in Maine and New Hampshire that has established superior service level expectations. We offer generous compensation and benefits while fostering opportunities for growth and flexible work schedules when appropriate.

Summary for the Customer Care Manager:

• Responsible for the administration and efficient daily operation of the call center as well as providing first-line system support to internal departments and employees.
• Ensure the department provides an exceptional customer experience while managing the workflow through effective utilization of resources and technology.
• Implement the departments service, sales and operational goals and supports the delivery of electronic banking solutions to customers.

Job Requirements for the Customer Care Manager:

• Associate or bachelors degree and/or a minimum of seven years prior related job experience in a financial institution.
• Related job experience to include; Call Center Management, Branch Management, Consumer and Commercial Lending, Sales Development
• Excellent customer service skills
• Excellent written and verbal communication skills
• Strong organizational, technical, and interpersonal skills
• Demonstrated ability to manage and develop a team of employees
• Ability to multitask, adapt well to variety and change, and perform well under stress
• Must be a self-starter and goal driven.

Essential Job Functions for the Customer Care Manager:

• Manage resources to ensure optimal delivery of products and services to customers using digital banking.
• Develop and maintain customer experience standards for the department
• Act as a point of escalation for problem resolution, complaints, and other issues.
• Ensure staff uncovers opportunities and provides customers with appropriate products and services that meet their needs
• Provide system access support and resource for Windows, Horizon, Core, and other internal systems for bank employees.
• Integrate various maintenance, verification, or other duties into the daily operation of the department to support other departments.
• Develop and administer specific policies and procedures for the department and ensure staff is in compliance with all bank policies and procedures.
• Monitor workflow and processes to improve efficiencies that enhance internal and external customer service.
• Support implementation of new or upgrades to existing digital solutions, software, or hardware.
• Develop management reports to capture call volume, customer complaints, track trends and report problem resolution
• Act as a liaison with other departments and management to support effective collaboration and knowledge of department operations.
• Develop and manage staffs sales activities to support the Banks sales and referral goals.
• Provide leadership, supervision, and coaching to staff.
• Make hiring decisions for department.
  1. Create work schedules, prepares and delivers performance evaluations, salary & promotion recommendations and disciplinary documentation and action plans.

Community Involvement:

• Represent the Bank at various community events.
• Encourage staff participation in community activities.

This Job Description for the Customer Care Manager describes the essential functions and qualifications of the job described. It is not an exhaustive statement of all the duties, responsibilities, or qualifications of the job. This document is not intended to exclude modifications consistent with providing reasonable accommodations for a disability. This is not a contract.

Our generous benefits are listed on our website: partners.bank/about/careers/