<p>Job Summary</p> <p>The Customer Support Manager oversees the strategic direction, operations, and performance of our contact center teams. Responsible for elevating HTB customer experience, driving quality performance, customer satisfaction, improving efficiency, and fostering a culture of continuous improvement. The Customer Support Manager will lead a team of supervisors, ensuring that all customer interactions across various platforms are handled efficiently and effectively, in line with company standards and goals.</p> <p>Key Responsibilities / Essential Functions</p> <p>Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <ul> <li>Oversee customer support operations for various lines of business across all channels including phone, chat, secure message, social media, and future expanded communication channels (text, video). </li><li>Develop and implement strategies to optimize customer service operations to improve overall satisfaction, reduce resolution time, and improve customer experience. </li><li>Lead, mentor, and develop a team of supervisors, fostering a high-performance culture. </li><li>Establish KPIs and performance metrics to monitor success, identify trends, and drive continuous improvement. </li><li>Drive the adoption of digital technologies to enhance the contact center operations, customer interactions, and operational efficiencies. </li><li>Explore and implement forward-looking solutions and stay abreast of emerging trends and advanced technologies. </li><li>Ensure the Contact Center operates efficiently with a focus on customer satisfaction, quality, and cost-effectiveness. </li><li>Oversee resource planning, including workforce management, budgeting, and forecasting to meet operational needs. </li><li>Oversee relationships with external vendors, ensuring that services provided meet or exceed expectations. </li><li>Develop and implement quality assurance programs to ensure all customer interactions meet high standards. </li><li>Provide regular performance reports to senior leadership, highlighting achievements, challenges, and action plans. </li><li>Analyze operational data to drive informed decision-making and strategic planning. </li><li>Provide leadership of assigned team, lead efforts in recruiting, interviewing, and training new employees, plan, assign, and direct departmental work. </li><li>Coordinate interdepartmental goals to ensure alignment with company goals and vision. </li><li>Coach and provide ongoing performance feedback to employees, set realistic and measurable performance goals and ensure employees have appropriate professional development opportunities. Effectively manage performance and assist employees to meet established company standards and expectations. </li><li>Maintain confidentiality and security of sensitive information. </li><li>Adhere to all corporate policies and procedures, Federal and State regulations, and laws. </li><li>Complete all mandatory annual compliance training. </li><li>Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection, and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws. </li><li>Perform other duties and special projects as assigned. </li></ul> <p>Job Requirements</p> <p>Education:</p> <ul> <li>Bachelor's degree in management or related field. </li></ul> <p>Required:</p> <ul> <li>8+ years' people leadership experience in a multi-location call center environment. </li><li>Demonstrated experience managing large teams, scaling support operations and adopting new technologies. </li><li>Ability to follow written policies and procedures to ensure operational efficiency and regulatory compliance. </li><li>Ability to leverage and to develop and maintain Key Performance Indicators (KPIs) to measure and improve team performance. </li><li>Expert communicator and analytical thinker, and ability to negotiate and resolve conflict. </li><li>In-depth knowledge of call center technologies and other business systems. </li><li>Proven track record of meeting performance targets. </li><li>Excellent communication and leadership skills. </li><li>Strong problem-solving and analytical skills. </li><li>Ability to work in a fast-paced environment and adapt to changing circumstances. </li></ul> <p>Preferred:</p> <ul> <li>Prior work experience at various levels in banking or credit unions. </li><li>Previous merger and acquisition experience. </li></ul> <p>About HomeTrust Bank</p> <p>HomeTrust Bank, founded in 1926, is a North Carolina chartered, community-focused financial institution committed to providing value-added community banking through online/mobile channels and multiple locations in Virginia, North Carolina, South Carolina, Tennessee, and Georgia. Learn more at www.htb.com. Apply today to take your first steps towards joining this talented population of employees within a growing organization.</p> <p>Work Environment, Physical Requirements</p> <p>The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. HomeTrust Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of qualified applicants and employees.</p> <ul> <li>This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. </li><li>Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. </li><li>Physical activity requiring reaching, sifting, lifting to 25 lbs., finger dexterity, grasping, feeling, repetitive motions, talking and hearing are required. </li><li>The employee will frequently communicate and must be able to exchange accurate information with others. </li><li>The employee may need to move around their office to attend meetings and to access files, machinery, or other job-related tools. </li></ul> <p>DISCLAIMER: HomeTrust Bank is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.</p> <p>HomeTrust Bank values and promotes diversity and inclusion in every aspect of our business and at every level within the company. We recruit, hire, and promote employees based on their individual ability and experience and in accordance with Affirmative Action and Equal Employment Opportunity laws and regulations. Our policy is that we do not discriminate on the basis of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, pregnancy, marital status, status as a protected veteran, or any other status protected by federal, state, or local law.</p>