Customer Care Digital Support Supervisor

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The Position

Job Title

Customer Care Digital Support Supervisor

Job Description

SUMMARY

This role entails overseeing and assuming full accountability for the performance of Digital Operation Specialists. The incumbent will play a pivotal role in advancing expertise within digital channels, with a particular emphasis on online banking services, chat platforms, and online account opening procedures. They will have applied First United Bank's corporate values and Customer Care Commandments in all interactions with internal and external stakeholders, while consistently surpassing predefined objectives. Mastery of First United Bank's delivery processes and product knowledge will be leveraged to amplify organizational value and foster robust relationships.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Demonstrates and promotes high ethical standards and behaviors in accordance with the values of First United: knowing, living, and doing what’s right.
• Builds internal and external relationships through exceptional problem resolution, ownership, and follow-through. Promotes teamwork, cooperation, and collaboration.
• Works with other managers in a team setting to create and develop exceptional Customer Experience for online customers through digital channels. Leads by example and serves as a role model for team members in Customer Care.
• Partner with Customer Care & Digital Operations Manager to achieve specified key performance metrics, relationship development, and keeping track of key initiatives as it relates to the organizations vision.
• Maintain exceptional professionalism in both written and verbal communications, for relaying messages to customers, teams, and/or our partners.
• Continuously review and improve digital banking processes to enhance efficiency, accuracy, and customer satisfaction. Identify opportunities for automation and streamline workflows to optimize resource utilization.
• Continuously review and improve digital banking processes to enhance efficiency, accuracy, and customer satisfaction.
• Identify opportunities for automation and streamline workflows to optimize resource utilization.
• Manages the hiring of non-officers to include assisting with application process, testing, and internal job posting.
• Ensure recruitment and hiring focus is built on the foundation of “Spend Life Wisely”.
• Manages employees within the Digital Operation Specialists: training, coaching, planning, assigning, and directing work, appraising performance, rewarding, and disciplinin