AVP, Customer Care Supervisor

About the position

The AVP, Customer Care Supervisor is responsible for providing leadership and guidance within the Customer Care Center, ensuring compliance with bank policies and regulations while enhancing the customer service experience. This role involves analyzing operational processes, implementing improvements, and overseeing quality assurance to minimize losses. The supervisor acts as the lead authority in operations and compliance, supporting the Customer Care Center Specialists in their daily tasks and training them to meet the bank's standards.

Responsibilities

• Provide guidance and leadership to the Customer Care Center team.
• Analyze operational processes and implement improvements.
• Ensure compliance with bank policies and state and federal regulations.
• Manage the monthly certification program for the Customer Care Center.
• Oversee daily new account quality assurance processes.
• Provide day-to-day support for Care Center operations and compliance.
• Recommend process improvements to enhance customer service efficiency.
• Communicate changes and provide training to staff as needed.
• Participate in bank management meetings and support the Call Center with escalations.
• Encourage referral and cross-sale of additional products and services.
• Maintain subject matter expertise in the bank's product offerings.
• Monitor employee training and compliance with audit requirements.
• Reconcile Customer Care Center general ledgers monthly to minimize losses.
• Act as a liaison between the Care Center and Central Operations.

Requirements

• Minimum 5 years of previous banking experience.
• At least 2 years of previous call center operations experience.
• Demonstrated attention to detail and excellent time-management skills.
• Well-developed written and communication skills.
• Ability to work independently with limited supervision.
• Prior knowledge of bank products and regulatory requirements.
• Computer literacy in Microsoft applications (Word and Excel).
• Strong analytical, problem-solving, and decision-making skills.

Nice-to-haves

• Experience in quality assurance programs.
• Knowledge of IRA processing and compliance.
• Familiarity with Bank Secrecy Act and Anti-Money Laundering regulations.

Benefits

• Competitive salary range of $59,823 - $83,992 per year.
• Full-time employment with potential for career advancement.