Customer Care Manager – Digital Banking Solutions

🔥 0 minutes ago

🏈 Alabama, Colorado, +5 more states – Remote

🏈 Alabama – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $68.1k - $108.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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SouthState Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏦 Banking

💸 Finance

💳 Fintech

Banking • Finance • Fintech

SouthState Bank is a financial institution that offers a wide range of banking products and services. It provides personal banking solutions such as checking and savings accounts, credit cards, and online and mobile banking. The bank also offers borrowing options including personal loans, mortgages, and home equity lines of credit. Additionally, SouthState Bank provides investment services like financial and retirement planning. For businesses, it offers small business and commercial banking services, including loans, lines of credit, and cash flow management. They also provide wealth management services for personal and corporate clients.

📋 Description

• Lead, coach, and develop supervisors and frontline team members supporting digital banking customers • Establish performance expectations and accountability measures aligned with organizational goals • Conduct performance reviews, coaching sessions, and career development discussions • Support workforce planning, staffing models, scheduling, and resource allocation • Ensure timely and accurate resolution of customer inquiries across online banking, mobile banking, bill pay, digital payments, mobile deposit, MFA, password resets, and digital enrollment • Monitor customer feedback and service metrics and manage escalated customer concerns • Ensure adherence to regulatory requirements, company policies, security standards, audit activities, risk mitigation, and compliance reviews • Manage daily call center operations and achieve service-level, wait-time, abandonment, quality, and productivity goals • Analyze operational performance data and implement corrective actions • Oversee workflow across phone, chat, email, and secure messaging channels • Maintain oversight of online banking systems, mobile applications, authentication platforms, and digital payment services • Partner with Digital Banking, IT, Fraud, Operations, Quality Assurance, and Workforce Management teams • Lead communications during platform outages, technology enhancements, and process changes • Support implementation of new digital banking products and functionality • Identify process improvements using reporting and analytics • Develop operational procedures, job aids, and process documentation • Participate in strategic initiatives and cross-functional projects • Ensure customer authentication procedures protect customer information and minimize fraud risk

🎯 Requirements

• Bachelor's degree in Business Administration preferred • High School Diploma or equivalent required • 5+ years of contact center leadership experience • 3+ years managing supervisors or team leaders • Experience supporting digital banking, online banking, mobile banking, or financial services operations • Experience working in a high-volume customer service environment • Proven success managing performance through KPIs and service level metrics • Strong understanding of online banking products and digital customer support • Knowledge of banking regulations, fraud prevention, authentication standards, and customer privacy requirements • Strong analytical and problem-solving skills • Effective leadership, coaching, and employee development abilities • Excellent verbal, written, and presentation skills • Proficiency in workforce management, reporting, and contact center technologies • Experience with CRM systems, quality monitoring platforms, and contact center solutions such as Genesys Cloud • Ability to lead through organizational change and continuous improvement initiatives • Ability to communicate in person, on the phone, and through electronic channels • Ability to use a computer frequently, including typing and sustained attention to a monitor • Ability to sit, walk, and/or stand for extended periods of time • Ability to bend and reach

🏖️ Benefits

• Secure and distraction-free remote work setting required • Reliable internet connection (cable or fiber preferred; mobile hotspots not acceptable) • Equal Opportunity Employer, including disabled/veterans