Call Center Manager

COMPANY SUMMARY:

CFG Bank, based in Baltimore, Maryland, is a leading financial institution serving the national healthcare and multifamily markets and the Mid-Atlantic region. As the 6th largest bank in Baltimore by deposits and the largest locally based, we've grown from $1 billion to over $5 billion in assets by 2023. With over 30 years of expertise, we rank among the top five healthcare bridge-to-HUD lenders in the country. At CFG Bank, we redefine banking by blending big bank capabilities with personalized boutique service. Recognized as "Best Place to Work" by the Baltimore Business Journal in 2022 and 2023, our primary goal is making each team member feel choosing CFG Bank was their best career decision. Join us for professional growth and a positive work environment that sets CFG Bank apart.

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POSITION SUMMARY:

The Call Center Manager is responsible for overseeing operations and ensuring the efficiency of Call Center Agents, managing customer calls, and providing assistance to resolve queries. The role involves proactive communication with clients about new products and services, troubleshooting navigation through the online banking system, and delivering deposit rate information. Additionally, the position requires collaboration with other bank departments, training new employees, and maintaining compliance with regulatory policies to uphold exceptional customer service standards.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manage Call Center Operations:

• Supervise Call Center Agents.

• Oversee customer calls, providing accurate and satisfactory answers to queries.

• De-escalate situations with dissatisfied customers, offering patient assistance and support.

• Manage the Bank?s Live Link Chat service.

Customer Communication and Support:

• Call clients to inform them about new products, services, and policies.

• Guide callers through troubleshooting and navigating the company?s Retail Online Banking system.

• Provide deposit rate information and product alternatives.

• Review client accounts, offering product recommendations.

Collaboration and Training:

• Collaborate with other bank departments.

• Assist in training new employees on service agreements.

• Serve as a resource on new digital account processing.

• Acquire and maintain thorough knowledge of the bank?s products and services.

Customer Service Excellence:

• Ensure positive, courteous, and efficient interactions with customers, adhering to bank regulations.

• Professionally respond to customer inquiries while maintaining confidentiality.

• Provide timely responses to time-sensitive depository questions and requests.

Regulatory Compliance:

• Comply with all bank regulatory policies.

• Conduct periodic training on policies outlined in the Compliance Training Manual.

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QUALIFICATIONS AND REQUIREMENTS:

• Minimum of one to two years of related branch-banking or customer service experience.

• Experience managing a team in a Call Center environment.

• Effective written and verbal communication skills.

• Excellent active listening, interpersonal, and rapport-building skills.

• Patient and empathetic attitude.

• Strong critical thinking, problem-solving, and time management skills.

• Adaptability and Technical Proficiency:

• Adaptability and flexibility in fast-paced environments.

• Troubleshooting skills.

• Computer literacy.

• Proficient in phone skills, including familiarity with complex or multi-line phone systems.

• High school diploma or equivalent.

• Basic math skills.

• Experience with online account opening systems and banking core systems.