**SUMMARY: The Service Center Manager is responsible for overseeing all aspects of the customer experience in the service center ensuring customers receive prompt, efficient, and high-quality service. This position will partner with the Chief Experience Officer to build the bank's Tier 1 bilingual Service Center in Fort Worth. The Service Center Manager will lead a team of brand ambassadors and subject matter experts, monitor their performance and provide coaching and support as needed. Additionally, this role will also be responsible for developing and implementing strategies to improve customer satisfaction and drive business results.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

• Lead, coach, and motivate a team of bilingual Service Center Agents, providing guidance and support to ensure high-quality multi-channel environment
• Manage daily operations of the service center, including inbound call management, online banking messages, online account openings, and other customer interactions.
• Develop and implement operational strategies to optimize efficiency and meet service level expectations.
• Monitor and implement standard operating procedures and ensure adherence to quality and compliance standards.
• Analyze trends in customer interactions and feedback to identify opportunities to improve service and drive innovation.
• Ensures the prompt, accurate, efficient, and professional handling of Service Center contact delivery channels. Maintains a strong customer-centric orientation within the team, employing appropriate training and quality assurance methods to resolve customer issues with a single contact solution.
• Provides daily support to staff by answering inquiries, resolving problems, setting job expectations, planning, monitoring, and appraising performance. Responsibilities include training, coaching, counseling, and disciplining employees, as well as developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Facilitates ongoing communication with other departments to ensure the accuracy of information provided to customers regarding Mortgage Servicing, Digital Banking, Bookkeeping, and related functions.
• Delivers consultative services to customers concerning banking products and services, ensuring team members also provide consultative support by evaluating customer needs, addressing concerns, and reaching mutual agreements.
• Collaborates with retail operations to refine operating procedures and policies, aiming to uphold the highest levels of customer service, productivity, and internal control.
• Adheres to regulatory compliance and fulfills training requirements, including but not limited to BSA regulations relevant to specific job responsibilities.
• Gather customer feedback and insights to drive continuous improvement and enhance the overall customer journey.
• Ensure the service center complies with all relevant banking regulations and internal policies.
• Identify potential risks in service center operations and develop strategies to mitigate them.
• Maintain a secure and confidential environment for customer data and transactions.
• Oversee the onboarding process for online account openings to enhance customer retention and satisfaction.
• Develop and implement outbound calling strategies based on online account opening (OAO) traffic and secondary deposit account needs.
• Manage IVR interactions and optimize call routing to ensure efficient customer service delivery.
• Collaborate with Marketing on all on hold messaging.
• Collaborate with all departments for all hand-offs and transfers to confirm service level expectations are being met.
• Optimize service center technology and CRM platform to reach and exceed department performance measures
• Explore opportunities for integration with Jack Henry systems and other contact center software to enhance operational capabilities.
• Collaborat with Jack Henry to implement 24/7 service capabilities and enhance service center efficiency.
• Ensures compliance with state and federal regulations, as well as any other applicable standards.
• Perform additional duties and special projects as assigned.

*WORKING CONDITIONS: *

Air-Conditioned work environment.

Consistent and timely attendanc