Customer Care & Solutions Center Manager

POSITION SUMMARYThe Customer Care & Solutions Center Manager leads the Bank’s centralized service and solutions hub, responsible for delivering exceptional customer experiences, driving sales effectiveness, and strengthening the bank’s reputation for local and relationship‑based service. This leader oversees the daily operations of the Customer Care & Solutions Center (CCSC), ensuring the team provides accurate information, resolves customer issues efficiently, and proactively identifies opportunities to deepen relationships through consultative sales.The role carries significant strategic and operational responsibility, serving as a key voice in shaping customer engagement standards, cross‑departmental collaboration, and the bank’s overall service strategy.ESSENTIAL FUNCTIONSCustomer Care & Solutions Center LeadershipProvide strategic leadership and oversight of all Customer Care & Solutions Center operations, ensuring efficient, high‑quality handling of inbound and outbound customer interactions across phone, digital, and emerging communication channels.Develop and maintain staffing model, workforce plan, and scheduling structure that sustain strong service levels and support growth in sales, retention, and customer engagement.Continuously monitor service queue, service level, customer demand patterns, and operational KPIs to ensure the Center meets or exceeds established performance and relationship‑building goals.Identify operational gaps, workflow friction points, and improvement opportunities; lead cross‑departmental solutions that elevate both efficiency and customer experience.Team Development, Coaching & Performance CultureRecruit, train, coach, and develop a high‑performing team that embodies a customer‑centric culture, service excellence standards, and consultative sales approach.Lead team members through structured performance management, including regular evaluations, individualized development plans, and real‑time coaching.Foster a culture centered on accountability, empowerment, positivity, and continuous learning; ensuring, each team member feels equipped to deliver both exceptional service and proactive solutions.Customer Experience, Sales Growth & Quality AssuranceEnsure the consistent delivery of a premium customer experience that reflects the bank’s values of care, trust, and community.Implement and oversee quality assurance programs, including interaction reviews, customer feedback analysis, and coaching that reinforces accuracy, empathy, and solution‑oriented dialogue.Oversee escalation resolution with professionalism and urgency, ensuring issues are addressed promptly while identifying root causes to prevent recurrence.Drive consultative sales behaviors by equipping staff to identify customer needs, uncover opportunities, recommend solutions, and seamlessly connect customers with the right products, services, or specialists.Compliance, Risk Mitigation & Operational ControlsMaintain strong compliance discipline by ensuring all activities adhere to federal and state banking regulations, privacy requirements, internal policies, and quality standards.Partner closely with Compliance, Risk, Information Security, and Deposit Operations to ensure ongoing audit readiness and the integrity of all customer interactions.Keep the Center fully informed of changes to bank products, systems, technology, and regulatory requirements to ensure accurate and compliant customer communication.Reporting, Analytics & Strategic ContributionTrack, analyze, and report on operational and sales performance metrics, using data to guide staffing decisions, training priorities, customer experience improvements, and process refinements.Provide senior leadership with actionable insights on customer trends, service challenges, sales opportunities, and resource considerations.Support and lead departmental and enterprise‑wide strategic initiatives, including technology upgrades, digital banking enhancements, workflow optimization, and customer‑experience improvements.Serve as a critical voice in shaping the bank’s enterprise customer‑experience strategy, ensuring the Solutions Center aligns with the Bank’s broader goals for growth, efficiency, and customer loyalty.Performs other related duties as required.REQUIRED EDUCATION / EXPERIENCE / SKILLSBachelor’s degree with seven (7) to ten (10) years of experience of retail banking managerial work, public relations, teller operations or five (5) to seven (7) years of progressive experience in retail banking, contact center, or financial services sales and/or some comparable combination of education and experience.Strong understanding of banking products, deposit operations, and customer service best practices.Familiarity with Contact Center technologies (Phone systems, messaging, chat, shadowing, knowledge base, etc.)Excellent leadership, coaching, and team‑building skills.Data‑driven decision maker with experience using KPIs, dashboards, and performance reporting.Experience converting service interactions into sales opportunities.Demonstrated ability to manage complex customer inquiries and escalations.Strong communication, prioritization, and problem‑solving abilities.Windsor Federal Bank, an Equal Opportunity Employer, offers a competitive compensation and benefits package including vacation, personal days, paid sick time, holidays, participation in a 401(k) plan, and profit sharing.For consideration for this position, send resume to: Windsor Federal Bank, 270 Broad Street Windsor, CT 06095An Equal Opportunity Employer