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Customer Care Manager

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Customer Service Manager in Maine

Location: Kennebunk, ME

Come and work with us at Kennebunk Savings. We value your professional expertise and appreciate you as a member of the community. You can be yourself here and use your passions, knowledge, and skills to help customers and advance your career. Is it any surprise we love what we do? We think you will, too.

What does a Customer Service Assistant Lead do?

The Customer Care Manager oversees the performance of the Bank’s Customer Care department. Specifically, this role is responsible for managing the Customer Care Team Leaders by providing oversight for managing their associated teams to ensure consistent delivery of the Bank’s customer experience and operational standards. The incumbent must be a positive model of our values and promote our culture through coaching and motivation of the Customer Care team. Based on direction from the Customer Delivery Manager, the incumbent will be involved in the implementation of new technologies that will enhance customer service levels and improvements to the Bank’s existing digital products and services. Work involves extensive communication including, but not limited to, verbal, written and electronic, interaction, and collaboration with people across the organization on a daily basis in order to provide exemplary service.

Essential Functions

  • Supports, Motivates and Leads the Customer Care Team
    • Coaches employees to identify professional growth opportunities and take on additional responsibilities when appropriate. Executes action plans for staff development
    • Consistently emphasizes the importance of teamwork in the department and company at large
    • Provides day-to-day management of the team by coordinating schedules and trainings, interviewing candidates, approving time, recognizing team member accomplishments, and coaching team members promptly and directly
    • Coaches and encourages staff to better understand customers’ needs by asking open-ended questions, confirming understanding, and establishing rapport
    • Creates and elevates training through conducting monthly staff meetings, coordinating regular team check-ins, documenting clear, written procedures, and developing additional resources
  • Manages the Daily Operations of the Department
    • Ensures ongoing compliance with company policies and procedures, audit requirements, security, budgets, and various government regulations
    • Develops, recommends and maintains policies and procedures
    • Communicates clear priorities that support organizational objectives and promote successful day to day activities
    • Facilitates the implementation and acceptance of change within the workplace
    • Delivers on the spot feedback. Shares successful customer service techniques and best practices
    • Addresses escalated events or inquiries
    • Acts as a positive role model in delivering quality customer service and aiding co-workers in the resolution process that best meets the customers’ needs
    • Assists in developing strong relationships with departments and teams throughout the organization
  • Risk & Reporting
    • Collects data, analyzes, and prepares reports distributed to supervisors and Senior Management
    • Evaluates data as it relates to technology and the evolving banking environment
    • Collaborates with other departments to complete Department Risk Assessments and business continuity planning
    • Monitors complaint cases for reporting to the Risk department

Other Duties and Responsibilities

  • Promotes the Kennebunk Savings Brand by recommending our products and services, supporting our community focus & commitment to being a premier employer
  • Understands, supports and adheres to organizational policies and procedures
  • Responsible for keeping abreast of company news and information
  • Responsible for completing required training and policy review
  • May serve on various committees
  • Willingness to take on additional tasks and duties

Certifications/Licenses Required

  • Not Applicable

Desired Knowledge, Skills & Abilities

  • Displays high level of regard for trust and confidentiality
  • Effectively delegates
  • Displays willingness to make timely decisions using sound judgment
  • Proficient in Microsoft Office products
  • Knowledge of basic internet functionality is preferred
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Must possess leadership skills and the ability to motivate
  • Displays strong written and verbal communication skills
  • Displays strong organization skills and the ability to multi-task to meet established deadlines
  • Ability to work under pressure and remain positive and patient
  • Demonstrates a high level of accuracy and attention to detail
  • Effectively uses analytical skills to solve technical, as well as, non-technical problems
  • Prior knowledge of regulations within the financial services industry is preferred
  • Ability to adapt to change
  • Knowledge of performance evaluation and customer service metrics is preferred

Desired Job Experience

  • 5+ years of banking sales and service experience is preferred
  • 2 years of increasingly responsible experience in a supervisory capacity
  • Experience in a professional, service focused and fast-paced environment

Desired Education

  • High school or General Education Diploma

Working Conditions/Minimum Physical Requirements

  • Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards
  • Dexterity of hands and fingers to operate a computer and other office equipment
  • Lifting and moving of moderately heavy objects on occasion
  • Normally seated for extended periods of time

Other details

  • Job family: Banking
  • Pay Type: Salary
  • Travel Required: No
  • Required Education: High School Diploma

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, or Maine/New Hampshire Human Rights Commissions, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.