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Customer Care Site Manager - Green Bay

Associated Bank Ashwaubenon Full-Time
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Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: Email blocked - click to apply or call: Phone number blocked - click to apply.

Job Summary
Under limited guidance, manage, plan, organize and lead the day-to-day operations of the designated Customer Care site, multiple channel 24 x 7 x 365 Customer Service division of a certified best in class center. Manage activities of customer support across all business lines within the Site including Consumer Banking, Business and Commercial Banking and Community Banking.

Manage the interviewing & hiring process for all new colleagues of Customer Care & act as the liaison with temporary staffing agencies. Provide high level reporting to Contact Center Operations Manager & Director on open positions to ensure appropriate staffing. Work directly with HR & recruiting team to ensure positions are filled timely & with quality candidates.

Responsible for ensuring all service levels across all channels (calls, emails, social media, web chat) and quality and responsiveness expectations for the business lines we support are met. Manage, guide & provide guidance to Supervisors on complex colleague situations and Performance Management and personnel situations. Work with other Site Managers to ensure consistency across all contact centers.

Acts as back up to Contact Center Operations Manager. The Customer Care Site Manager is part of the Officer on Duty rotation. The Officer on Duty is responsible for any issues that occur in the Contact Center in 24x7x365 site. This includes customer, colleague, staffing and any facility issues that arise after hours. Officer on Duty also is responsible for reporting system issues that affect our colleagues or customers. Often this includes representing Customer Care on high level bridge calls and making decisions to limit impact & risk.

Manage & support other Customer Care supervisors and staff in critical customer impacting crisis situations (i.e. large system outages, internal or external large events) ensuring customer experience is maintained along with reporting impact to Key Leadership. Work with Customer Care Operations Manager & other Leadership in Corporate Communications, PR, IT, etc. to mitigate customer impact.

Make exception decisions to procedure in escalated, sensitive and/or special situations involving high-end customers while balancing the potential risk or exposure to financial loss. Problem solving at this level requires data gathering, analysis, and collaboration with our internal and external business partners to implement and communicate issues and solutions.

Compliance Statement
As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner. Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and insure that the customer’s best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is to simplify the customer experience and deliver outstanding service to every customer, every time.

Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.

Key Result Areas
  • Communication
  • Supervision
  • Customer Service
  • Collaboration
  • Regulation and Compliance
  • Decision Making
  • Delivering Service Consistent with Brand, Vision and Talent Philosophy
  • Financial and Business Acumen
  • Staff management & development
  • Customer Retention
  • Training/Coaching
  • Leadership
  • Community Involvement
  • Process Improvement
  • Quality Assurance
  • Special Projects
  • Risk Management
  • Other Colleague Engagement, Development and Succession Planning
  • Organizing
  • Strategic Thinking
  • Sales

    Job Accountabilities
  • Manage, plan, organize and lead the day-to-day operations of the designated Customer Care site, multiple channel 24 x 7 x 365 Customer Service division of a certified best in class center. Manage activities of customer support across all business lines within the Site including Consumer Banking, Business and Commercial Banking and Community Banking.
  • Manage the interviewing & hiring process for all new colleagues of Customer Care & act as the liaison with temporary staffing agencies. Provide high level reporting to Contact Center Operations Manager & Director on open positions to ensure appropriate staffing. Work directly with HR & recruiting team to ensure positions are filled timely & with quality candidates.
  • Responsible for ensuring all service levels across all channels (calls, emails, social media, web chat) and quality and responsiveness expectations for the business lines we support are met.
  • Manage, guide & provide guidance to Supervisors on complex colleague situations and Performance Management and personnel situations. Work with other Site Managers to ensure consistency across all contact centers.
  • Act as back up to Contact Center Operations Manager. The Customer Care Site Manager is part of the Officer on Duty rotation. The Officer on Duty is responsible for any issues that occur in the Contact Center in 24x7x365 site. This includes customer, colleague, staffing and any facility issues that arise after hours. Officer on Duty also is responsible for reporting system issues that affect our colleagues or customers. Often this includes representing Customer Care on high level bridge calls and making decisions to limit impact & risk.
  • Foster a strong customer advocacy focused environment. Help maintain a well-trained, highly skilled staff with emphasis on quality customer service, retention and proactive service that is prepared to exceed ever changing, increasingly complex customer demands. Helps supervisors and colleagues identify and prioritize development objectives.
  • Display leadership and deliver the Brand Strategy, customer promise and customer philosophy in all interactions across contact centers and throughout company.
  • Manage & support other Customer Care supervisors and staff in critical customer impacting crisis situations (i.e. large system outages, internal or external large events) ensuring customer experience is maintained along with reporting impact to Key Leadership.
  • Provide assistance to Supervisors on high level customer complaints to assure complete and agreeable solutions to save relationships while limiting exposure to the company.
  • Responsible to determine override business decisions including fee refunds, waivers and other exceptions for Consumer Banking and Business Banking while considering the company’s revenue impact.
  • Lead and guide Customer Care Supervisors and staff in conversions and acquisitions of new banks to ensure smooth transitions to the Associated Brand for customers and colleagues when applicable.
  • Maintain industry knowledge by participating in educational opportunities, reading professional publications and maintaining personal networks.
  • Make exception decisions to procedure in escalated, sensitive and/or special situations involving high-end customers while balancing the potential risk or exposure to financial loss. Problem solving at this level requires data gathering, analysis, and collaboration with our internal and external business partners to implement and communicate issues and solutions.
  • Identify training needs and opportunities for growth within respective site & work with other Site Managers to enhance our colleagues knowledge and therefore, enhance our customer's experience. Manage & oversee cross training of colleagues to ensure colleague growth and development as well as provide One and Done service model for our customers.


  • Education
  • Bachelor's Degree or equivalent combination of education and experience Management Experience in Call Center Environment, Required
  • Bachelor's Degree Business/Finance Degree Management Experience in Call Center Environment, Preferred

    Experience
  • 5-7 years 5-7 years Call Center Manager role and demonstrated ability to lead multiple teams., Required
  • 7-10 years 7-10 years financial service call center management. Demonstrated ability/experience in leading banking call center teams preferably 24x7 with multiple sites., Preferred

    Skills
  • Verbal Communication , Advanced
  • Written Communication , Advanced
  • Microsoft Office , Advanced
  • Operate Office Equipment , Intermediate
  • Mathematical , Intermediate
  • Management Experience , Advanced
  • Customer Relations , Advanced
  • Budgetary & Fiscal Mgmt , Intermediate
  • Ability to Multi Task and Prioritize , Advanced
  • Organizational , Advanced
  • Other: Change Leadership, Advanced
  • Other: Sales Leadership, Intermediate

    General Physical Condition
  • No unusual physical effort, strain, or discomfort


  • Skills required

    Team Building
    Leadership
    Mentorship
    Performance Improvement
    Decision Making
    Performance Management
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