Call Center Manager l

　　Retail Banking Group

　　Lakewood,Washington

　　Description

　　About Us:

　　Umpqua Bank is a publicly traded financial holdings company, headquartered in the Pacific Northwest with 6,000+ employees, which offers banking services to customers throughout the nation. It’s an especially exciting time to join our team as, following the recent merger with Columbia Bank, we have grown to become a leading western-based regional bank with more than $50B in assets under management and an unwavering commitment to our associates, our customers, and our communities.

　　We create a great place to work by offering a special brand of relationship banking and by providing a culture where associates thrive. Associates who embody our core values fit in well here and we are eager to meet candidates who demonstrate behaviors that align with Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships.

　　About the Role :

　　A Call Center Manager l supervises the care team and ensures the best possible client experience by phone, email, or chat through performance management and motivational leadership.

　　Lead through coaching and supporting the career paths direct reports.

　　Coach performance, including hiring, written documentation, and terminations.

　　Lead the team in meeting department goals.

　　Complete performance reviews for Client Care Representatives annually.

　　Serve as a team member and subject matter expert on projects as assigned.

　　Prepare, schedule, and facilitate department meetings.

　　Perform regular call reviews and provide feedback.

　　Author written communications for internal and/or external customers, management, and employees.

　　Ensure procedures are accurate and updated in a timely manner, writing new procedures as needed.

　　Demonstrate compliance with all bank regulations that apply to your position and keep up to date on regulation changes.

　　Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other regulations that apply to your position.

　　About You:

　　High school diploma or equivalent.

　　Excellent customer service skills.

　　Desire to coach and mentor employees.

　　Working on a computer skills.

　　Superb listening, written, and verbal communication skills.

　　Strong understanding of telephone etiquette skills.

　　Excellent prioritization and time management skills.

　　Four years of call center experience with three years in a lead or supervisory position.

　　Experience with Microsoft Office products.

　　Experience with personal finance products (e.g., Quicken, QuickBooks)

　　Ability to sit at a computer monitor for extended periods of time.

　　Ability to perform repetitive finger, hand, and arm movements.

　　Ability to lift up to 15 pounds.

　　Ability to effectively discern information and formulate appropriate action.

　　Ability to reach, squat, bend, and manually manipulate standard office equipment.

　　Work Style:

　　Umpqua Bank offers a Flexible Workplace Program, and this opportunity comes with the Full Office work style which is working in office from a designated company location five days weekly.

　　Our Benefits:

　　We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $67,000.00- $73,000.00, 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:

　　Umpqua 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. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected]

　　To Staffing and Recruiting Agencies:

　　Our posted job opportunities are only intended for individuals seeking employment at Umpqua Bank. Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.