Summary

The Customer Care Manager responsible for supporting Digital Banking Solutions is responsible for leading a team of Section Managers, and customer care representatives who provide support for digital banking products and services. This role ensures the delivery of exceptional customer experiences while maintaining operational excellence, regulatory compliance, and achievement of service level objectives.

The manager is accountable for team performance, customer satisfaction, employee development, process improvement, and the successful support of online banking platforms including mobile banking, bill pay, digital payments, account access, authentication services, and other digital banking solutions.

Duties & Responsibilities

Leadership & Team Management

• Lead, coach, and develop supervisors and frontline team members supporting digital banking customers.
• Establish performance expectations and accountability measures aligned with organizational goals.
• Conduct regular performance reviews, coaching sessions, and career development discussions.
• Foster a customer-focused, high-performance culture that promotes engagement and continuous improvement.
• Support workforce planning, staffing models, scheduling, and resource allocation.

Customer Experience Management

• Ensure timely and accurate resolution of customer inquiries related to:
  
  • Consumer and Business Online Banking
  • Mobile Banking Applications
  • Bill Pay Services
  • Zelle and Digital Payments
  • Mobile Deposit
  • Multi-Factor Authentication (MFA)
  • Password Resets and Online Access Issues
  • Digital Enrollment and Profile Maintenance
• Monitor customer feedback and service metrics to identify improvement opportunities.
• Manage escalated customer concerns and ensure appropriate resolution.
• Promote first-contact resolution and exceptional service delivery.

Quality Assurance & Compliance

• Ensure adherence to regulatory requirements, company policies, and security standards.
• Monitor call quality, customer interactions, and service consistency.
• Partner with Quality Assurance teams to identify coaching opportunities and performance trends.
• Support audit activities, risk mitigation efforts, and compliance reviews.

Operations Management

• Manage daily call center operations to achieve established service levels, wait time, abandonment, quality, and productivity goals.
• Analyze operational performance data and implement corrective actions as needed.
• Ensure proper staffing levels are maintained to support customer demand.
• Oversee workflow management across phone, chat, email, and secure messaging channels.
• Partner with Workforce Management teams to optimize staffing efficiency.

Digital Banking Support Oversight

• Maintain working knowledge of online banking systems, mobile applications, authentication platforms, and digital payment services.
• Partner with Digital Banking, Information Technology, Fraud, and Operations teams to address system issues and customer-impacting events.
• Lead communication efforts during platform outages, technology enhancements, and process changes.
• Support implementation of new digital banking products and functionality.

Process Improvement

• Identify and implement opportunities to improve customer experience, operational efficiency, and employee effectiveness.
• Utilize reporting and analytics to monitor trends and make data-driven decisions.
• Develop and maintain operational procedures, job aids, and process documentation.
• Participate in strategic initiatives and cross-functional projects.
• Ensure proper customer authentication procedures are followed to protect customer information and minimize fraud risk.

• It is the responsibility of this role to take ownership of all tasks and challenges that they encounter in the operation of their assigned position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

Education Requirements

• Bachelor's degree in Business Administration, preferred.
• High School Diploma or equivalent required.

Minimum Experience

• 5+ years of contact center leadership experience.
• 3+ years managing supervisors or team leaders.
• Experience supporting digital banking, online banking, mobile banking, or financial services operations.
• Experience working in a high-volume customer service environment.
• Proven success managing performance through KPIs and service level metrics.

Licenses & Certifications

• N/A

Knowledge, Skills, & Abilities

• Strong understanding of online banking products and digital customer support.
• Knowledge of banking regulations, fraud prevention, authentication standards, and customer privacy requirements.
• Strong analytical and problem-solving skills.
• Effective leadership, coaching, and employee development abilities.
• Excellent verbal, written, and presentation skills.
• Proficiency in workforce management, reporting, and contact center technologies.
• Experience with CRM systems, quality monitoring platforms, and contact center solutions such as Genesys Cloud.
• Ability to lead through organizational change and continuous improvement initiatives.

Physical Demands and Work Environment

Physical Demands

• Ability to communicate in person, on the phone, and through electronic channels
• Ability to use a computer on a frequent basis, including typing and sustained attention to a monitor
• Ability to sit, walk, and/or stand for extended periods of time
• Ability to bend and reach

Work Environment

• Office: If the position reports to a physical Company location, the setting will be a typical office environment.
• Remote or hybrid: For remote or hybrid positions, a secure and distraction-free setting is required, with a reliable internet connection (cable or fiber preferred, mobile hotspots not acceptable). Hybrid positions will report to a physical Company location, as directed by the manager, and that setting will be a typical office environment.

In accordance with Colorado and Virginia law: Pay for this position is anticipated to be between $68,101.00 - $108,784.00 , actual offers to be determined based on applicant's skills, experience and education.

While the anticipated deadline for the job posting is 09-16-2026, we encourage you to submit your application as we may still consider qualified candidates beyond this date.

Benefits | SouthState Careers