Customer Care Manager

Customer Care Manager Specialty Banking

At Columbia, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our employees. We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose. Think of us as financial partners, because at Columbia, we believe the best way forward is together. Together for people. Together for business. Together for better.

About the Role

Offers advanced leadership and management to a highly skilled Contact Center support team. Managed processes can include, but are not limited to, overseeing departmental operations functions, managing new accounts and maintenance, ensuring compliance with deposit account and lending regulations, addressing operational risks, and managing debit card-related matters. Achieves the unit's objectives and goals as part of the Contact Center Support Management Team.

Tasked with integrating and managing human support team by developing and implementing operational and administrative policies, practices, procedures, controls, and programs. Supervise a team of expert-level associates in areas like fraud and digital banking in the area of customer support.

Participate and develop project plans, contributes to due diligence evaluations and participates in corporate initiatives and process improvements. Lead or participate in periodic reviews and assessments of operational effectiveness and efficiency and makes recommendations for improvements / changes as necessary. Monitor best practice trends for assigned area and implements operational changes as appropriate. May have a leadership role in the Business Continuity Plan. May act as a liaison and / or collaborate with other bank teams to resolve problems, make recommendations for program changes and / or ensure compliance with state and federal banking rules, regulations, and audit requirements.

Responsible for establishing and / or operating within a budget, manage expense control and staffing model. Oversee a specialized department, product, or process with significant autonomy. Develop and implement business plans, policies, and procedures. May be involved in or responsible for enterprise-level projects aimed at enhancing customer-facing products. The primary focus of the role is on daily operational tasks. Oversees the activities of managers and supervisors. Accountable for hiring, termination, performance evaluations, and salary adjustments. Makes decisions aligned with company and functional goals, utilizing available resources.

Cultivate employee development to foster growth within Columbia Bank. Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training. Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become "Business Bank of Choice". May perform other duties as assigned.

About You

H.S. Diploma / GED required. Bachelor's Degree in Business, Finance or related field preferred. 5-10 years of retail banking experience required. 4-7 years of supervisory experience in a bank customer support or operations environment required. Experience in traditional retail banking and operations, with ability to develop and implement new policies and procedures. Knowledge of banking regulations, policies, procedures, documentation and legal requirements. Demonstrate high level effective written and verbal communication and presentation skills. Proven interpersonal skills with the ability to negotiate and influence others. Ability to handle difficult and sensitive situations, conversations, and problem solve while maintaining confidentiality. Proficient in the use of computer software including Word, Excel, PowerBi and other banking systems.

Job Location(s)

Ability to work fully onsite at posted location(s). 1801 California St., Suite 800, Denver, CO

Our Benefits

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $60,000 - $80,000, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process. We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment to Diversity

Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics.