THE STEPHENSON NATIONAL BANK & TRUST
Full Time Contact Center Manager
Ready to lead the action? You’ll run the day-to-day Contact Center—coaching and developing agents, driving performance, managing schedules, and keeping workflows on track. You’ll make sure every interaction delivers top-notch service while staying compliant and efficient. If you love building strong teams, solving problems, and creating great customer experiences, you’ll thrive in our culture of Impress Every Customer, Every Day, Every Time.
What You'll Do:
Team Leadership & Development:
· Leads and coaches Contact Center Agents across all service channels
· Ensures service standards, quality, and compliance expectations are met
· Provides onboarding, ongoing training, and regular coaching
· Conducts performance reviews and interaction monitoring
· Build agent skills in digital banking tools and customer support
· Fosters a positive, accountable team environment
· Supports employee growth and development
Customer Experience & Quality Oversight:
· Ensures consistent delivery of professional, empathetic, and high-quality customer experience across all service channels
· Monitors interaction quality and analyzes service metrics to maintain standards and identify improvement opportunities
· Provides timely, constructive feedback to support performance and continuous improvement
· Addresses trends impacting customer satisfaction and drives corrective actions
· Supports resolution of escalated customer concerns with a focus on efficiency and follow-through
· Reviews of customer feedback and complaints to identify opportunities to reduce friction and improve consistency
· Ensures all interactions are accurate, compliant, and customer-focused
Operational Performance & Compliance
· Oversees daily Contact Center operations, including workflow, staffing, and service levels
· Ensures accuracy, consistency, and control across all customer interactions
· Maintain knowledge of banking laws, regulations, and internal policies
· Keeps procedures current and ensures team adherence to established processes
· Reviews transaction quality, documentation, and operational controls for accuracy
· Supports audit readiness and responds to audit and regulatory requests
Partners with Compliance, Risk, Operations, and other teams to resolve issues and maintain compliant operations
Supervision & Leadership:
· Manages cross-functional employee teams to successfully implement projects
· Consults with key employees to assess needs and develop effective solutions
· Collaborates across departments to address challenges and drive results
· Builds and maintains effective working relationships with external vendors and data processors
· Communicates clearly and professionally with both internal and external stakeholders
Customer Service & Support:
· Serves as the first point of contact for customer interactions via phone, chat, and ITM video
· Provides accurate, courteous, and timely general banking support
· Processes routine transactions, including deposits, withdrawals, transfers, and payments
· Adheres to procedures, security standards, and regulatory requirements
· Resolves customer inquiries with professionalism, empathy, and effective problem-solving
· Escalates complex issues to appropriate teams as needed
· Supports consistent, high-quality customer experience while promoting teamwork and compliance
Why You'll Love It:
This role offers the opportunity to lead from the front—supporting customers, coaching a team, and creating great experiences every day. It’s a dynamic position where you can make an impact by solving problems, building relationships, and helping your team grow while delivering consistent, high-quality service.
· Lead meaningful customer interactions while guiding and supporting a high-performing team
· Play a key role in delivering exceptional service and driving a positive, collaborative culture
· At SNBT, our employees are owners of the bank through our ESOP (Employee Stock Ownership Plan). The work you put in each day directly benefits the success of YOUR company.
Qualifications:
High school education or equivalent. Post high school technical training or continuing education is desired. Banking experience preferred but not required. Excellent communication skills. Excellent interpersonal skills using tact and professionalism. Apply sales and service management techniques to achieve bank goals and objectives. Possess the ability to perform within a complex, multi-functional technical environment.
For over 150 years, SNBT has been a trusted financial partner and a proud part of the communities we serve. While we offer exceptional products and services, it’s the meaningful relationships we build that truly set us apart. We’re committed to a culture of integrity and continuous growth, where employees are empowered to thrive. As an employee-owner you’ll share in our success and help shape what comes next. Come grow with us and make a difference in your career and in the community!
Company is an Equal Opportunity Employer (EOE).
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
