Customer Care Center Asst. Manager

Description

Community. Security. Trust. This is the foundation on which Bluestone Bank is built. We've helped Southern New England prosper for over 150 years by providing responsible, relevant, and secure financial solutions. Whether our customer’s unique needs include finding a safe place to grow their savings, financing their next home, protecting their future, or building their business, we are here to help them reach their goals. Let’s get there, together!

In addition to being a great place to bank, Bluestone Bank is a great place to work! Named by the Boston Business Journal as a Best Places to Work in 2025, you are joining a team that cares about your career success and will also receive:

• A competitive salary with performance-based incentives.
• Comprehensive medical with deductible reimbursement, dental, and vision coverage.
• An employer matching 401k plan.
• Training and professional development opportunities, including tuition reimbursement.
• Work life balance with paid time off, paid volunteer hours, and 11 paid holidays.

The primary function of Bluestone Bank’s Customer Care Center Assistant Manager is to provide superior customer service to clients via telephone, while also identifying potential product and service needs. The Assistant Manager serves in a supervisory capacity, overseeing Customer Care Specialists in conjunction with the Customer Care Center Manager. The Assistant Manager is able to deliver solutions to complex calls, and emphasize with customers who request a supervisor, escalating issues appropriately when necessary. They will be responsible for handling the administrative tasks associated with timekeeping and scheduling for other Customer Care Specialists. The Customer Care Center Assistant Manager will spend most of their time handling incoming telephone calls, and is logged into the bank's ACD (Automatic Call Distribution) system for their entire shift.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Assists customers in a friendly, professional manner according to Bluestone Bank's established customer service quality standards.
• Responds to questions and inquiries from customers related to Bank products and services.
• Recommends appropriate products, and direct customers to the appropriate channel in relation to other bank services, when applicable.
• Manages complaints and other customer requests, including complex calls and takeovers.
• Invites customers to explore bank websites, products and services.
• Understands and adheres to bank policies and procedures for daily operations, security and compliance.
• Performs administrative tasks when the Customer Care Center Manager is not available.
• Ability to lead, train and mentor Customer Care Specialists in all job aspects to ensure they are best equipped to grow and succeed.
• Reviews and assists with completing annual performance reviews for each Customer Care Specialist.
• Attends all required regulatory and internal trainings as provided.
• Achieves monthly sales & service referral goals.
• Ensures Customer Care Center maintains the appropriate service levels as measured by customer survey responses.
• Monitors and limits departmental errors (including their own) through stringent quality control standards
• Assumes additional responsibilities as requested.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear, reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus. The job requires sitting for an extended period of time. The pace of incoming calls is often continuous.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under federal, state, and local laws.

Requirements

• High school Diploma or equivalent.
• Two to three years of banking and/or call center experience.
• Supervisory experience is highly desirable.
• Possesses strong customer service and excellent written and verbal communications skills.
• Ability to deal with customers under circumstances requiring tact and diplomacy.
• Ability to quickly learn and properly use various software programs.