<p>Position Goals:</p> <p>Provide leadership support to the Customer Care team. Assist, observe and coach others in delivering personalized service to support the needs and relationships of FMB clients.</p> <p>Essential Duties and Responsibilities:</p> <ul> <li>Lead and manage all aspects of the Customer Care Center, including training, coaching, and guiding staff while overseeing daily operations and customer care processes. </li><li>Continuously identify, recommend, and implement innovative solutions to improve Customer Care Center operations and the overall client experience. </li><li>Collaborate closely with leadership, cross-functional teams, and other departments to support and advance the company's customer experience goals and overall vision. </li><li>Apply strategic thinking and critical problem-solving skills to assess risks and develop tailored solutions for diverse customer needs. </li><li>Develop, implement, and maintain performance metrics to optimize staff productivity and ensure high-quality service delivery. </li><li>Lead or participate in special projects, including bank acquisitions, to support organizational growth and change management. </li><li>Motivate and inspire team members by applying effective employee engagement, recognition, and motivation strategies that foster high morale and a strong performance culture. </li><li>Monitor calls through the Quality Assurance Program to ensure service excellence, provide feedback, and enforce adherence to departmental policies and standards. </li><li>Hire, schedule, and allocate staffing resources appropriately to maintain service quality while achieving departmental productivity targets. </li></ul> <p>Position Requirements:</p> <p>Education: High school diploma or equivalent (GED).</p> <p>Experience:</p> <ul> <li>Five (5) years of experience in a customer service role, with a minimum of three (3) years in a call center or bank/financial services environment. </li><li>Three (3) years of experience coaching and leading in a management/supervisory role. </li><li>Demonstrated ability to handle more complex customer service needs. </li><li></li></ul> <p>Preferred Requirements:</p> <ul> <li>Associates or Bachelor's degree in business, management or related field. </li><li>Additional related training or certifications. </li></ul>