Customer Care Manager/Remote within 50 miles of Winter Haven, FL or Homestead, FL

As a leading bank, SouthState has been providing financial solutions to individuals, families, and businesses 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:

Responsible for the daily management of the Customer Care Center. Responsible for identifying process and performance improvements, efficiencies for the customer and for leading/developing a team who deliver customer interactions across multiple channels. Leads the team to meet established goals for service, queue (wait time/abandonment), productivity, and quality of work metrics.   Responsible for the execution of and the maintaining of successful goals for the success of the team in a rapidly changing environment.  Accountable for achieving efficiencies and cost control through appropriate staffing, efficient work procedures/processes and adherence to established budget. 

Effectively plan, organize and evaluate staff and processes to solve business issues and to develop solution-oriented recommendations.  Ensures that all manuals and procedures are kept current: Ensures staff members are kept abreast on all changes to bank policies, procedures, federal and state regulations: May assist with special initiatives or projects; supports other areas within Customer Care as needed.  Ensures compliance with South State Banks Code of Business Conduct and Ethics and other operating procedures. 

ESSENTIAL FUNCTIONS

• Strategically lead and develop a leadership team to enhance performance by setting clear accountability performance measures.

• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching and development opportunities.

• Create a culture and processes which achieve the department goals and objectives with regards to their customer service.

• Manage within a departmental budget.

• Communicate and project the “we care” attitude to all customers and employees through all forms of communication.

• Oversee strong vendor relationships that provide direction/guidance to ensure all Standard of Work requirements deliver great service to our customers. 

• Improve Customer Satisfaction or other Customer Metrics.

• Empower and Engage the Customer Service Team.

• Identify new tools and technologies to better serve the customer.

• Use Customer insight and root cause analytics to identify process improvements.

• 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.

• Work effectively with all banking partners to optimize customer service and company goal objectives through collaboration.

• Responsible for communicating the company’s purpose, core values, and mission to the team.

• 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.

• Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of 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 communication and presentation skills.
• Strong relationship building skills.
• Exceptional ability to analysis data and provide solutions. 
• Is a strong culture champion.
• Emotional Intelligence: has the capacity to be aware of control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.

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