Digital Support Manager

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 www.emprisebank.com.

Emprise Bank is an EEO/AA/ADA/Veteran Employer/Member FDIC/Drug Free Workplace.