Call Center Manager - Baltimore, United States - CFG Bank

CFG Bank
CFG Bank
Verified Company
Baltimore, United States

2 weeks ago

Mark Lane

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Mark Lane

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Description

COMPANY SUMMARY:


CFG Bank, based in Baltimore, Maryland, is a leading financial institution serving the national healthcare and multifamily markets and the Mid-Atlantic region.

As the 6th largest bank in Baltimore by deposits and the largest locally based, we've grown from $1 billion to over $5 billion in assets by 2023.

With over 30 years of expertise, we rank among the top five healthcare bridge-to-HUD lenders in the country. At CFG Bank, we redefine banking by blending big bank capabilities with personalized boutique service.

Recognized as "Best Place to Work" by the Baltimore Business Journal in 2022 and 2023, our primary goal is making each team member feel choosing CFG Bank was their best career decision.

Join us for professional growth and a positive work environment that sets CFG Bank apart.

***: The Call Center Manager is responsible for overseeing operations and ensuring the efficiency of Call Center Agents, managing customer calls, and providing assistance to resolve queries. The role involves proactive communication with clients about new products and services, troubleshooting navigation through the online banking system, and delivering deposit rate information. Additionally, the position requires collaboration with other bank departments, training new employees, and maintaining compliance with regulatory policies to uphold exceptional customer service standards.


ESSENTIAL DUTIES AND RESPONSIBILITIES:


Manage Call Center Operations:


  • Supervise Call Center Agents.
  • Oversee customer calls, providing accurate and satisfactory answers to queries.
  • Deescalate situations with dissatisfied customers, offering patient assistance and support.
  • Manage the Bank?s Live Link Chat service.

Customer Communication and Support:


  • Call clients to inform them about new products, services, and policies.
  • Guide callers through troubleshooting and navigating the company?s Retail Online Banking system.
  • Provide deposit rate information and product alternatives.
  • Review client accounts, offering product recommendations.

Collaboration and Training:


  • Collaborate with other bank departments.
  • Assist in training new employees on service agreements.
  • Serve as a resource on new digital account processing.
  • Acquire and maintain thorough knowledge of the bank?s products and services.

Customer Service Excellence:


  • Ensure positive, courteous, and efficient interactions with customers, adhering to bank regulations.
  • Professionally respond to customer inquiries while maintaining confidentiality.
  • Provide timely responses to timesensitive depository questions and requests.

Regulatory Compliance:


  • Comply with all bank regulatory policies.
  • Conduct periodic training on policies outlined in the Compliance Training Manual.

QUALIFICATIONS AND REQUIREMENTS:


  • Minimum of one to two years of related branchbanking or customer service experience.
  • Experience managing a team in a Call Center environment.
  • Effective written and verbal communication skills.
  • Excellent active listening, interpersonal, and rapportbuilding skills.
  • Patient and empathetic attitude.
  • Strong critical thinking, problemsolving, and time management skills.
  • Adaptability and Technical Proficiency:
  • Adaptability and flexibility in fastpaced environments.
  • Troubleshooting skills.
  • Computer literacy.
  • Proficient in phone skills, including familiarity with complex or multiline phone systems.
  • High school diploma or equivalent.
  • Basic math skills.
  • Experience with online account opening systems and banking core systems.
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