Job Abstract

Ultimate Staffing is excited to offer a fantastic opportunity for a seasoned Call Center Manager at a leading bank in Bethesda, MD. This is a full-time, direct hire position designed for a professional who can manage call center operations, ensure regulatory compliance, and uphold exceptional customer service standards.

• Location: Bethesda, MD
• Type: Full-Time, Direct Hire
• Salary: Starting at $75,000 (commensurate with experience)
• Hours: 9:00am-5:00pm, Monday through Friday (with some flexibility for core hours)

• Compliance: Ensure all policies and procedures are followed, including OFAC, BSA/AML, REG D, REG E, and REG CC.
• Team Leadership: Coach and mentor the call center team to ensure excellent customer service skills.
• Training Program: Develop and implement a comprehensive training program for the team.
• Audit and Control: Enforce dual control procedures and perform audits to maintain compliance.
• Staff Management: Hire, onboard, and train call center personnel; schedule staff to ensure adequate coverage.
• Communication: Keep staff informed about new products, services, and updates to bank and departmental policies and procedures.
• Performance Management: Conduct regular coaching sessions and annual reviews with employees.
• Reporting: Report opportunities and issues to the SVP, Retail Operations, and Branch Banking management.
• Data Analysis: Analyze call center data and deliver reports to upper management.

• Customer Service: Excellent customer service skills.
• Leadership: Strong interpersonal, problem-solving, and leadership abilities.
• Coaching and Motivation: Ability to coach and motivate a team.
• Experience: Proven success in call center management with a focus on customer satisfaction and retention.
• Knowledge: In-depth understanding of banking products, services, policies, procedures, and related regulations, including reporting and audit requirements.
• Decision-Making: Demonstrated ability to make informed departmental decisions on various banking activities.
• Technical Skills: Proficiency in word processing, spreadsheets, internet usage, email, bank systems, and phone systems.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.