23 days old

Customer Assistance Center Manager

The Cooperative Bank of Cape Cod
Hyannis, MA 02601
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We are recruiting for a Customer Assistance Center Manager to lead, support and develop our Customer Assistance Center Team. The incumbent will plan, organize, and coordinate the activities of the Customer Assistance Center; manage sales and call volume reporting and forecasting; collaborate with business units across the Bank on various projects such as system launches, technology upgrades and ongoing efficiency reviews; will serve as a support to internal and external clients use of our digital channels and will partner with the team that on-boards business client. An aptitude for training is strongly preferred as the CAC Manager provides cross-training as needed with other related business units and partners with subject matter experts on various trainings and demonstrations.

This is a hybrid position based out of our newly renovated, state of the art Headquarters in Hyannis!

Below is a description of the ordinary duties of the position:

  • Coordinates with Operations Manager to organize, guide, and provide vision to the Customer Assistance Center staff in order to achieve department's goals and deliver unique personal service
  • Oversees the work and ongoing activity of Customer Assistance Center. Report call volume, call trends. Audit calls to track quality of calls with customers and branches, review for problems and solutions.
  • Maintains an excellent knowledge of current products, fees, and policies and is able to serve as a subject matter expert for the team in providing customer education
  • Responsible for interviewing, onboarding and training of prospective team members
  • Organizes monthly schedule of Customer Assistance Center to ensure adequate staffing during hours of operations. Assigns, motivates staff with tasks to complete in down time between calls
  • Develops and implements training program for new staff members, new products and procedures
  • Conducts periodic performance appraisals; identifies development opportunities for assigned staff
  • Schedules and leads regular and impromptu team meetings
  • Responds to and researches inquiries from both internal and external customers
  • Partners with business units to provide cross training
  • Provides support to DOD Payment Team with electronic banking and payment activities, including wire transfers, ACH transactions and debit card related activities
  • Takes a leading role in monitoring fraud cases initiated by Bank's processors; reviews Compromised Card alerts, following documented procedures for customer notification, canceling and reordering card as necessary and maintains the GLBA log
  • Provides department updates and guidance in dealing with identified fraud cases
  • Processes consumer online banking applications; and provides support and guidance to retail branch staff in processing business online banking applications
  • Assists both consumer and business customers with telebanking, online banking, bill payment and mobile banking
  • Remote, Mobile, ATM Deposit Capture: deposit reviews; maintains exception log
  • Assists with monthly reporting and data analytics
  • Performs related customer service duties as may be assigned or requested
  • Takes personal initiative and is a positive example for others to emulate
  • Performs other administrative functions and duties as may be required to ensure the ongoing effectiveness of the Customer Assistance Center
  • Actively promotes the interest of the Bank whenever possible by participating in community and professional organizations and events
  • Performs all duties in accordance with prescribed regulatory compliance guidelines

*It should be expected that from time to time, other duties related and unrelated to above may be assigned and, therefore, required.

Our history of success and commitment to exceptional customer service starts with our employees and we are seeking candidates who share our vision of excellence and distinction. In addition to working with our engaged and exceptional team members, the successful candidate will be provided with competitive salary and incentives and outstanding benefits that include health and dental insurance, 401(k) and tuition reimbursement.

Member FDIC. Member DIF. Equal Opportunity Employer.


  • Communication Ability to interact brilliantly with customers, colleagues, and public
  • Professionalism Upholds a consistent professional appearance and demeanor
  • Organization Ability to prioritize multiple responsibilities and a significant workload.
  • Technical Proficiency in Microsoft Office and various system applications. Knowledge and aptitude to resolve common browser issues.


Education and and/or Experience

  • Associates Degree or its equivalent in a related field.
  • Three to five years of banking experience including branch and operations.
  • Experience in a supervisory role preferred.
  • Ability to maintain confidentiality; with tact and diplomacy.

Physical Requirements

  • Ability to lift and carry up to 25 pounds on an occasional basis


Posted: 2022-07-22 Expires: 2022-08-23

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Customer Assistance Center Manager

The Cooperative Bank of Cape Cod
Hyannis, MA 02601

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