Job Description
As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years. SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.
SUMMARY/OBJECTIVE:
The Customer Care Section Manager is a highly focused management position. Provides direction and oversight to team members to ensure all department goals are achieved. Responsible for ensuring a superior service-oriented and professional working environment by supervising and coaching the performance of their team members and executing necessary actions for their motivation when required. Must be very knowledgeable in regards to reporting, communication, technology, and organizational procedures. Ensures that the Customer Care Representatives are following rules and regulations of SouthState Bank. Responsible for contributing to improve efficiencies and cost control through evaluation of efficient and effective work processes and appropriate staffing.
ESSENTIAL FUNCTIONS
Has the responsibility to motivate and inspire the team to meet and surpass their goals on a daily and monthly basis. Sets clear expectations and goals to ensure the overall customer care team succeeds in the highest customer satisfaction.
Ensures team members are performing to meet Service Levels, abandonment rates, and quality service expectations each month.
Focus on employee’s growth through positive feedback and reinforcement. Develops career paths for all employees to identify growth potential and tracks the employee’s performance to ensure their success in their career.
Closely monitors the development as well as continuous improvement of the entire team on a day-to-day basis.
Responsible for communicating the company’s purpose, core values, and mission to the team.
Responsible for ensuring that the representatives follow their schedules properly as designed.
Prepares documentation such as general reports on each team member’s performance and goals set as well as ensuring that they meet or exceed goals.
Meets monthly with all team members to praise positive performance, and coach any areas that the call representative may have in order to help them progress and achieve set goals.
Assist to ensure the facilitation of communication among members of the team, helping to resolve issues as they arise.
Works to meet the departmental objectives, including conversion targets, new product roll outs, and technological installments or updates.
Ability to convey thoughts and findings clearly and concisely in oral and written format that promotes the SouthState Bank Way.
Handles escalated call, complaints, and questions as necessary.
Prepares, schedules and presents month team meetings.
Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
Promotes a harmonious and engaging work environment through a team approach.
Recommends solutions for departmental issues.
Monitors calls in an unbiased, professional manner that is always in the best interest of the department, the customer, and SouthState Bank.
Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of the call center.
Uses proper judgment, experience and job knowledge for solving problems and issues.
Maintain a broad awareness of other technologies in the rapidly changing environment of financial services.
Offering suggestions and developing procedures or technology that may increase efficiency within the call center.
COMPETENCIES
Strong leadership and coaching skills; Provide constant and timely feedback and suggest improvements to process and procedures.
Strong knowledge of banking procedures.
Strong listening skills.
Strong relationship building skills
Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely.
Flexible under pressure.
Emotional Intelligence: has the capacity to be aware of control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.
The duties and responsibilities listed above may be revised at any time within the sole discretion of SouthState without advance notice to or the consent of the employee.
Accepts other duties as assigned.
Must be available to travel when necessary.
SouthState reserves the exclusive right to transfer an employee, without their consent or advance notice, from their current position to any other position within the same branch or a different branch.
Qualifications, Education, and Certification Requirements:
Education: High School diploma required, College or Associate Degree preferred.
Experience: Previous work experience with a financial institution. Must having working experience in a call center or other related field. Strong knowledge of banking operations procedures but not limited to navigating banking systems and interpreting team members and customer needs. Strong computer skills and ability to navigate systems for quick resolution.
Certifications/Specific Knowledge: Must have strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills. Must be a strong coach and understand team members needs and develop goals for success. Must have outgoing and upbeat personality. Excellent writing skills. Knowledge of computer navigation, troubleshooting and keyboarding skills, including the ability to navigate between multiple systems. Ability to work with confidential information, both internally and externally, in a professional manner. Ability to have flexible hours when necessary. Interpersonal skills to create a positive and effective work environment. Have a natural flair for coaching, motivating, and interacting with people. LEAD BY EXAMPLE.
TRAINING REQUIREMENTS/CLASSES
Annual Regulatory Compliance Training
Successful completion of all assigned training.
PHYSICAL DEMANDS/WORK ENVIRONMENT:
Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.
This position requires a large amount of time in front of a computer.
SouthState reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
SouthState reserves the right to suspend Remote Work privileges at any time.
TELECOMMUNTING REQUIREMENTS:
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Ability to keep all company sensitive documents secure (if applicable)
You agree that you will not provide child or adult care during hours of scheduled work.
TELECOMMUNTING TECHNICAL REQUIREMENTS:
A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
Must be able to directly connect to router/modem via Ethernet cable.
Check your download speed using a speed test.
To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
SouthState reserves the right to request proof of internet provider, speed and service package from the employee.
Requirements are subject to change, as new systems and technology is delivered.
SUMMARY/OBJECTIVE:
The Customer Care Section Manager is a highly focused management position. Provides direction and oversight to team members to ensure all department goals are achieved. Responsible for ensuring a superior service-oriented and professional working environment by supervising and coaching the performance of their team members and executing necessary actions for their motivation when required. Must be very knowledgeable in regards to reporting, communication, technology, and organizational procedures. Ensures that the Customer Care Representatives are following rules and regulations of SouthState Bank. Responsible for contributing to improve efficiencies and cost control through evaluation of efficient and effective work processes and appropriate staffing.
ESSENTIAL FUNCTIONS
Has the responsibility to motivate and inspire the team to meet and surpass their goals on a daily and monthly basis. Sets clear expectations and goals to ensure the overall customer care team succeeds in the highest customer satisfaction.
Ensures team members are performing to meet Service Levels, abandonment rates, and quality service expectations each month.
Focus on employee’s growth through positive feedback and reinforcement. Develops career paths for all employees to identify growth potential and tracks the employee’s performance to ensure their success in their career.
Closely monitors the development as well as continuous improvement of the entire team on a day-to-day basis.
Responsible for communicating the company’s purpose, core values, and mission to the team.
Responsible for ensuring that the representatives follow their schedules properly as designed.
Prepares documentation such as general reports on each team member’s performance and goals set as well as ensuring that they meet or exceed goals.
Meets monthly with all team members to praise positive performance, and coach any areas that the call representative may have in order to help them progress and achieve set goals.
Assist to ensure the facilitation of communication among members of the team, helping to resolve issues as they arise.
Works to meet the departmental objectives, including conversion targets, new product roll outs, and technological installments or updates.
Ability to convey thoughts and findings clearly and concisely in oral and written format that promotes the SouthState Bank Way.
Handles escalated call, complaints, and questions as necessary.
Prepares, schedules and presents month team meetings.
Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
Promotes a harmonious and engaging work environment through a team approach.
Recommends solutions for departmental issues.
Monitors calls in an unbiased, professional manner that is always in the best interest of the department, the customer, and SouthState Bank.
Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of the call center.
Uses proper judgment, experience and job knowledge for solving problems and issues.
Maintain a broad awareness of other technologies in the rapidly changing environment of financial services.
Offering suggestions and developing procedures or technology that may increase efficiency within the call center.
COMPETENCIES
Strong leadership and coaching skills; Provide constant and timely feedback and suggest improvements to process and procedures.
Strong knowledge of banking procedures.
Strong listening skills.
Strong relationship building skills
Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely.
Flexible under pressure.
Emotional Intelligence: has the capacity to be aware of control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.
The duties and responsibilities listed above may be revised at any time within the sole discretion of SouthState without advance notice to or the consent of the employee.
Accepts other duties as assigned.
Must be available to travel when necessary.
SouthState reserves the exclusive right to transfer an employee, without their consent or advance notice, from their current position to any other position within the same branch or a different branch.
Qualifications, Education, and Certification Requirements:
Education: High School diploma required, College or Associate Degree preferred.
Experience: Previous work experience with a financial institution. Must having working experience in a call center or other related field. Strong knowledge of banking operations procedures but not limited to navigating banking systems and interpreting team members and customer needs. Strong computer skills and ability to navigate systems for quick resolution.
Certifications/Specific Knowledge: Must have strong knowledge of customer care techniques and processes including verbal, listening, and problem-solving skills. Must be a strong coach and understand team members needs and develop goals for success. Must have outgoing and upbeat personality. Excellent writing skills. Knowledge of computer navigation, troubleshooting and keyboarding skills, including the ability to navigate between multiple systems. Ability to work with confidential information, both internally and externally, in a professional manner. Ability to have flexible hours when necessary. Interpersonal skills to create a positive and effective work environment. Have a natural flair for coaching, motivating, and interacting with people. LEAD BY EXAMPLE.
TRAINING REQUIREMENTS/CLASSES
Annual Regulatory Compliance Training
Successful completion of all assigned training.
PHYSICAL DEMANDS/WORK ENVIRONMENT:
Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.
This position requires a large amount of time in front of a computer.
SouthState reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
SouthState reserves the right to suspend Remote Work privileges at any time.
TELECOMMUNTING REQUIREMENTS:
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Ability to keep all company sensitive documents secure (if applicable)
You agree that you will not provide child or adult care during hours of scheduled work.
TELECOMMUNTING TECHNICAL REQUIREMENTS:
A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
Must be able to directly connect to router/modem via Ethernet cable.
Check your download speed using a speed test.
To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
SouthState reserves the right to request proof of internet provider, speed and service package from the employee.
Requirements are subject to change, as new systems and technology is delivered.