Customer Care Manager

Are you a people-focused leader who is passionate about creating a strong customer experience? First International Bank & Trust is seeking a Customer Care Manager to lead our Customer Care Center, develop team members, and strengthen the processes and technology that support our customers.
Key Responsibilities

Lead, coach, train, and motivate Customer Care team members.
Promote a customer-focused culture centered on responsive, high-quality service.
Identify and implement improvements to processes, technology, and training.
Develop contact center strategies through needs assessments, capacity planning, and cost-benefit analysis.
Create and analyze reports on key contact center metrics, using the findings to develop recommendations and strategic plans.
Support the team with escalated customer interactions and help resolve challenging situations.
Oversee onboarding and ongoing training, including maintaining written procedures.
Coordinate schedules and daily work activities, conduct regular one-on-one meetings, and complete performance reviews.
Monitor calls and chats and conduct other quality-control reviews.
Manage third-party relationships and collaborate with teams throughout the Bank.

Qualifications

Bachelor’s degree from an accredited four-year college or university.
Five or more years of experience managing a call center, branch location, or similar operation.
An equivalent combination of education and relevant management experience may be considered.
Experience with Salesforce Financial Services Cloud or Salesforce Service Cloud is preferred.

What Will Help You Succeed

A customer-first mindset and commitment to delivering an excellent experience.
Strong leadership, coaching, and team-development skills.
Clear and professional written and verbal communication.
The ability to adapt as customer needs, technology, and business priorities change.
Sound judgment when addressing escalated or sensitive customer situations.
Strong organization, self-management, and attention to detail.
The ability to build effective working relationships across teams.
A commitment to confidentiality, integrity, and following established policies and controls.