Care Team Manager

Req ID: 75410Location: Tulsa -TULAreas of Interest: Commercial BankingPay Transparency Salary Range: Not AvailableApplication Deadline: 09/26/2024BOK Financial Corporation Group includes BOKF, NA; BOK Financial Securities, Inc. and BOK Financial Private Wealth, Inc. BOKF, NA operates TransFund and Cavanal Hill Investment Management, Inc. BOKF, NA operates banking divisions: Bank of Albuquerque; Bank of Oklahoma; Bank of Texas and BOK Financial®.Bonus TypeDiscretionarySummaryYou place great value on building meaningful relationships, and you do so by leveraging your excellent interpersonal skills. You find satisfaction in helping others by offering sound advice. You are a teacher and developer by nature. You enjoy being part of a well-structured, collaborative environment, and you make the most out of every opportunity. Bring your knowledge, skills, and abilities to us and watch your career grow in our call center as a Care Team Manager.Job DescriptionThe Care Team Manager leads, develops, and supports an assigned team of Personal Bankers so that they deliver an exceptional client experience on every interaction. Additionally, the Care Team Manager will develop and execute on strategies, procedures, guidelines, or processes leading to continuous improvement within the contact center. The Care Team Manager demonstrates passion for providing exemplary levels of service to clients by building a high performing team, driving results, leading change, and managing risk. This role promotes a dedication to employee development, positive client experience, and a desire to adapt and build new skill to meet the ever-changing expectations of our clients and technology enhancements. The Care Team Manager removes barriers, encourages, and coaches their team to achieve goals and objectives. The Care Team Manager meets key objectives in multiple client interaction channels including phone and digital. This role monitors daily/weekly/monthly agent and ACD reports to ensure optimum efficiency while actively seeking out departmental process improvements and ensures compliance to all regulations, policies, and procedures. This role represents the Care Team in the New Mexico and Tulsa market, collaborates with and fosters relationships with local leadership.Team CultureYou will join a highly engaged, collaborative team that will support you, encourage you, and grows with you. We respect, honor, and praise one another for a job well done. We are transparent, involved, and committed. We celebrate each other’s wins, big and small.How You'll Spend Your Time• You will supervise the daily work of Care team personnel by preparing and documenting behavioral coaching sessions and coaching employees to achieve goals in verbal and written communications with our clients. You will evaluate work performance of subordinate personnel and recommend/conduct associated personnel actions while resolving numerous employee issues, ensuring the efficient operation of assigned team You will ensure personnel receive appropriate training/communication and effectively execute on all policies and procedures.• You will monitor daily/weekly/monthly employee performance, quality assurance, and productivity reports to ensure department standards are maintained and goals are achieved. You will also conduct employee interviews and makes hiring decisions.• You will provide resolutions for complex consumer account-related problems; and sometimes handle unusual or difficult client problems. You will establish, revise, and implement internal work procedures and policies consistent with departmental and overall division goals and objectives. You will develop yourself professionally by participating in training, engaging in self-improvement initiatives and skill-building activities to enhance coaching skills.• You will support new hire training and onboarding processes, achievement milestones, and graduation criteria into Nesting and Production for new hires.• You will ensure team members achieve performance and activity expectations through effective and ongoing performance management. This includes developing the team through skill building, one-on-one coaching, observation coaching, and team meetings. You will utilize the Client Experience (CX) playbook to achieve service expectations and enable clients’ financial well-being. You will make development planning with team members a priority.Education & Experience RequirementsThis level of knowledge is normally acquired through completion of an Associate’s degree in a business or a related field and 2-4 years’ customer service and/or supervisory experience; or 5-7 years’ equivalent work related experience.SKILLS:• Advanced knowledge of consumer banking products/services, and traditional and alternative financial services delivery systems• Advanced knowledge of bank operations, contact center operations or retail sales/service environment• Demonstrated ability to coach to behaviors/team-building skills with ability to motivate and lead others• Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues and gaining information by asking appropriate questions• Excellent written communication skills demonstrated by professional etiquette, proper grammar, and punctuation• Strong computer skills, including the ability to successfully navigate a variety of programs while maintaining efficiency is required for success• Strong computer skills, including the ability to successfully navigate a variety of programs while maintaining efficiency is required for success• Excellent problem-solving and conflict resolution skills• Ability to make quality decisions in a fast-paced, high-stress environment• Strong time management skills including the ability to manage multiple tasks and meet deadlines• Digitally dexterous, adept at using digital technology, and ability to lead change by developing tasks and objectives toward the goal• Knowledge of consumer banking products/services, and traditional and alternative financial services delivery preferred systems• Knowledge of bank operations, contact center operations or retail sales/service environment is preferredWorking Conditions & Physical RequirementsOffice$58,416 - $85,140Advertising SourceSF-INDBOK Financial Corporation Group is a stable and financially strong organization that provides excellent training and development to support building the long term careers of employees. With passion, skill and partnership you can make an impact on the success of the bank, customers and your own career!Apply today and take the first step towards your next career opportunity!The companies in BOK Financial Corporation Group are equal opportunity employers. We are committed to providing equal employment opportunities for training, compensation, transfer, promotion and other aspects of employment for all qualified applicants and employees without regard to sex, race, color, religion, national origin, age, disability, pregnancy status, sexual orientation, genetic information or veteran status.Please contact recruiting_coordinators@bokf.com with any questions.