Customer Care Section Manager

SouthState Bank is a trusted financial partner with deep community roots and a commitment to helping customers move forward. The Customer Care Section Manager leads a call center team to deliver exceptional service by motivating staff, ensuring compliance with banking standards, and driving operational excellence. This role involves coaching team members, managing performance, and improving work processes to enhance efficiency and customer satisfaction.

Responsibilities:

• Has the responsibility to motivate and inspire the team to meet and surpass their goals on a daily and monthly basis. Sets clear expectations and goals to ensure the overall customer care team succeeds in the highest customer satisfaction
• Ensures team members are performing to meet Service Levels, abandonment rates, and quality service expectations each month
• Focus on employee’s growth through positive feedback and reinforcement. Develops career paths for all employees to identify growth potential and tracks the employee’s performance to ensure their success in their career
• Closely monitors the development as well as continuous improvement of the entire team on a day-to-day basis
• Responsible for communicating the company’s purpose, core values, and mission to the team
• Responsible for ensuring that the representatives follow their schedules properly as designed
• Prepares documentation such as general reports on each team member’s performance and goals set as well as ensuring that they meet or exceed goals
• Meets monthly with all team members to praise positive performance, and coach any areas that the call representative may have in order to help them progress and achieve set goals
• Assist to ensure the facilitation of communication among members of the team, helping to resolve issues as they arise
• Works to meet the departmental objectives, including conversion targets, new product roll outs, and technological installments or updates
• Ability to convey thoughts and findings clearly and concisely in oral and written format that promotes the SouthState Bank Way
• Handles escalated call, complaints, and questions as necessary
• Prepares, schedules and presents month team meetings
• Provides recommendations to reduce and/or eliminate issues that impact overall service quality
• Promotes a harmonious and engaging work environment through a team approach
• Recommends solutions for departmental issues
• Monitors calls in an unbiased, professional manner that is always in the best interest of the department, the customer, and SouthState Bank
• Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of the call center
• Uses proper judgment, experience and job knowledge for solving problems and issues
• Maintain a broad awareness of other technologies in the rapidly changing environment of financial services
• Offering suggestions and developing procedures or technology that may increase efficiency within the call center

Requirements:

• High School diploma required
• Previous work experience with a financial institution
• Must having working experience in a call center or other related field
• Strong knowledge of banking operations procedures but not limited to navigating banking systems and interpreting team members and customer needs
• Strong computer skills and ability to navigate systems for quick resolution
• Must have strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills
• Must be a strong coach and understand team members needs and develop goals for success
• Must have outgoing and upbeat personality
• Excellent writing skills
• Knowledge of computer navigation, troubleshooting and keyboarding skills, including the ability to navigate between multiple systems
• Ability to work with confidential information, both internally and externally, in a professional manner
• Ability to have flexible hours when necessary
• Interpersonal skills to create a positive and effective work environment
• Have a natural flair for coaching, motivating, and interacting with people
• LEAD BY EXAMPLE
• College or Associate Degree preferred