Customer Support/Operations Manager

Job Description

Job Description

The Customer Support & Operations Manager provides supervisory-level oversight of the Customer Support Center and Operations team. This individual ensures daily operational accuracy, efficient workflows, high-quality customer service, and compliance with Bank policies and procedures. The role supports customers and staff across digital banking platforms, electronic banking services, and treasury management services including ACH, RDC, Positive Pay, Business Online Banking, and Wire Manager onboarding.

The candidate is expected to model professionalism, maintain confidentiality, demonstrate a positive and solution-oriented communication style, and foster a culture of learning, efficiency, and continuous improvement.

Essential Duties and Responsibilities

• Provides daily supervisory oversight to Customer Support and Operations teams, including task delegation, workflow coordination, and staff coverage scheduling.

• Conducts weekly department meetings and quarterly individual meetings with staff.

• Responsible for recruitment and interviewing, timely completion of annual performance evaluations, and the effective resolution of personnel matters in accordance with organizational policies

• Serves as the first escalation point for complex or sensitive customer or operational issues.

• Models a positive, solutions-oriented attitude and encourages staff engagement, resilience, and openness to change.

• Maintains responsibility for the coordination and delivery of all audit and exam documentation, including collecting required materials, validating completeness and accuracy, tracking submission deadlines, and supporting management in addressing audit findings and recommendations.

• Ensures a high level of customer satisfaction by coaching staff on service expectations and quality standards.

• Monitors call center performance metrics such as wait times, abandonment, First Call Resolution, and service levels.

• Conducts quality assurance reviews on calls and documentation, providing constructive, timely feedback.

• Performs Customer Support Specialist duties as backup when needed.

• Serves as a key resource for customers and staff by maintaining a strong working knowledge of Digital Banking, Online and Mobile Banking, ATMs, Debit Cards, Telephone Banking, Glia, and other programs and services commonly encountered in Operations

• Provides guidance to staff and customers on troubleshooting and escalated issues.

• Maintains and updates procedures and training materials for digital banking products.

• Learns, adopts, and teaches new tools, systems, and enhancements to staff with a positive, forward-thinking approach.

• Assists with setup, implementation, and ongoing support for ACH Originators, RDC clients, Positive Pay users, Wire Manager users, and Business Online Banking clients.

• Provides a white glove onboarding experience for business clients, including permissions setup, feature configuration, and navigation support.

• Provides training and backup support for ACH, RDC, Positive Pay, Business Online Banking, and Wire Manager systems.

• Supports Operations Associates with daily deposit operations, exceptions, fraud-prevention tools, and electronic services.

• Ensures compliance with NACHA and internal Bank policies for treasury and digital banking processes.

• Leads training for new and existing Customer Support and Operations staff.

• Oversees and completes the implementation and maintenance of training materials, job aids, and procedures across all digital banking and treasury functions.

• Conducts cross-training to ensure redundancy and knowledge depth across operational workflows.

• Builds staff confidence by explaining purpose, benefits, and customer impact of new products and services.

• Proactively identifies opportunities to improve workflows, reduce manual processing, and elevate customer experience.

• Recommends enhancements and implements approved improvements in collaboration with Retail, IT, Fraud, Marketing, and Project Management.

• Participates in pilot programs, user testing, and rollout readiness for new systems and digital enhancements.

• Demonstrates curiosity and willingness to explore new technologies and operational efficiencies.