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Emprise Bank employees are dedicated to our mission of Empowering People to Thrive. With a commitment to our values, we share a passion for the success of our customers and our employees. The Digital Support Manager is responsible for managing the digital team and leadership across the Contact Center.
A successful candidate will have:
- The ability to build and effective team by providing consistent and timely coaching and encourage self-development
- Exemplary customer service experience
- Confident and articulate communications skills
- A strong commitment to the Emprise sales philosophy
- Problem resolution skills
- An understanding of and commitment to our values
- Attitude and aptitude to engage in continuous development
Essential functions of the role:
- Lead and manage the customer experience for routine to complex digital inquiries
- Manage the day-to-day digital team operations and supervise call queues
- Handle and respond to escalated customer inquiries and deliver a resolution that mitigates customer and bank risk
- Ensure team professionally provides one call resolution by assisting customers and potential customers
- Manage, coach and participate in the promotion of products, services, and all digital capabilities
- Establish sales goals for team and hold associates accountable to performance
- Ensure reporting and communication are frequent and cross-functional
- Participate in and facilitate ongoing education and training of products, services, and digital capabilities
- Understand and identify trends in customer behavior
- Lead digital product updates and testing
- Supervise fraud mitigation of digital products reducing risk to the bank and customers
- Other duties as outlined within the scope of the job
Requirements
- High school diploma or equivalent required
- 2+ years of customer service experience required
- 1+ years of bank experience preferred
- Previous sales experience preferred
- Proficiency with large server-based applications and Microsoft Office products preferred
Hours:
40 hours any shift during that time
Monday Friday: 7:30 AM 8:05 PM (hours will vary)
Saturday: 8:00 AM 2:30 PM (Rotating)
Benefits
In addition to a competitive salary and benefits, Emprise offers professional growth, a rewarding and challenging environment, opportunities to be involved in our communities, and a culture of integrity, passion, and success. We also offer shift differential pay for bilingual candidates!
At Emprise Bank, empowering people to thrive means having an all-inclusive culture that honors our commitment to traditional dimensions of diversity in our workforce and embraces inclusion of all people. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
To learn more, please visit our website at (link removed).
Emprise Bank is an EEO/AA/ADA/Veteran Employer/Member FDIC/Drug Free Workplace.
Emprise Bank participates in E-Verify and will provide your Form-I 9 to the federal government to confirm authorization to work in the United States.
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