Vice President of Customer Support Operations

About the Company

A leading operator of regional banks, dedicated to delivering exceptional financial services.

Industry
Banking

Company Type
Public Company

Founded
1846

Employees
1001-5000

Categories

• Banking
• Financial Services
• Banking & Mortgages
• Consulting & Professional Services
• Banks
• Berkshire
• Finance

Specialties

• banking
• personal banking & small business
• mortgages
• home equity lines and personal lending
• relationship banking (mybanker and private banking)
• commercial banking and lending
• wealth management and investments
• government & municipal banking

About the Role

The company is on the lookout for a dynamic VP of Customer Support Operations. In this pivotal role, you will lead the training, quality assurance, workforce management, and overdraft education programs within our customer support center. You will be instrumental in ensuring compliance with regulations and internal policies while shaping an effective quality assurance strategy and call monitoring process. Your key responsibilities will include:

• Managing the quality assurance strategy and call monitoring process
• Delivering an outstanding quality monitoring and coaching program
• Overseeing the training program for our customer support network
• Forecasting and scheduling support teams to optimize performance
• Leading and mentoring new staff members and fostering their development
• Staying updated on industry trends and best practices

To be successful, you should have a minimum of 3 years of banking experience and at least 5 years in call center management. An associate degree is required, with a preference for candidates holding a bachelor's degree. A proven track record in managing high-traffic call centers, developing metrics and benchmarks, and implementing performance improvement programs is essential. Strong leadership, interpersonal, and analytical skills are crucial, along with the ability to motivate and develop staff. This position requires a flexible work schedule with extended hours for training or staffing as needed. You will also be responsible for ensuring compliance with all relevant banking laws and regulations.

Hiring Manager:
FVP, Director of Customer Support Operations

Travel Requirement:
Less than 10%

Key Functions:

• Operations
• Strategy
• General Management