Customer Care Manager
The Customer Care manager will oversee the daily operations of the Yoakum National Bank customer service call center. The Customer Care manager’s job description includes managing a team of customer service representatives, developing, and implementing customer service policies and meeting call center targets.
The Customer Care manager will be responsible for training new staff members and monitoring calls to identify areas for improvement. To be successful in this role, it is important to have excellent people management skills, experience in the customer service industry, the ability to stay calm under pressure, handle customer complaints and resolve conflicts.
Customer Care is responsible for answering all incoming calls to the financial institution, providing assistance to customer inquiries relating to accounts, services, and products using our Core Values and high attention to detail. It requires an empathetic communicator who can evaluate the needs of customers and provide effective resolutions while adhering to policy and regulations. In addition to handling customer requests, further tasks include: processing mobile deposits, handling debit card disputes, reviewing daily reports for online banking and debit card maintenance, conducting outbound calls as necessary and completing other duties as assigned.
Job Function:
- Training and coaching Customer Care staff
- Planning, organizing, and directing call center operations
- Developing and implementing call center policies and procedures
- Ensuring that customer service goals are met
- Handling escalated customer complaints and inquiries
- Monitoring call center performance and productivity
- Analyzing and improving call center metrics and customer feedback
- Provide support of products such as Online Banking, Mobile apps and other services
Equipment / Software:
- Windows Computer
- Microsoft Word, Excel, and Outlook
- Polycom phone system
- Scanner/copier
Required skills:
- Strong people management and development skills
- Ability to mentor, coach and motivate others
- Strong communications and presentation skills
- Experience in shared and dedicated environment
- Proficient in MS Office
- Analyze details to make a sound decision
- Excellent listening and very patient demeanor
- Ability to work in a fast-paced environment
- Time management
Education:
High School Diploma
Experience:
Management: 2 years (Preferred)
Customer Service: 2 years (Preferred)
Financial Services: 2 years (Preferred)
Benefits:
Yoakum National Bank is a competitive employer and provides many benefits from a choice of insurance coverages, Paid Time Off, company-matched 401k contributions.
Who we are:
Yoakum National Bank was chartered in 1890 and remains to this day a full-service, local financial institution, focused on providing banking services and personal loans to individuals and small business owners in Texas, particularly in the Yoakum, Odessa/Midland, Katy, Ganado, and Edna markets. We are in the growth mode and expect to be growing substantially in size, reach, and range of services over the next several years.
Yoakum National Bank conducts employment background checks that may be used for decisions related to employment with Yoakum National Bank. Standard background checks performed on final candidates include past employment verifications, criminal history checks on convictions, outstanding arrest warrants within the past seven years and a credit check. Additional background checks include a motor vehicle registration check. Applicants must be currently authorized to work in the United States on a full-time basis.
