Firstrust Bank

Customer Care Manager

Location US-PA-Horsham
Job ID
# Positions
Pay Status
Salaried / Exempt


The Customer Care Operations manager serves bank customers by planning and implementing strategies, testing and improving system functionality, commitment to process simplification, and staff development in effort to provide an optimal service experience for all customers.  Incumbent periodically conducts needs assessments, performance reviews, capacity planning, develops department quality and telephone operating standards, and handles Office of the President Complaint escalations. Manager must establish and understand technical specifications in order to be able to train staff to support product compatibility with our end users, and contributes information and analysis to assist with organizational strategic planning.  This position is responsible for the effective delivery of all sales and service functions for an evolving contact center. This includes, but is not limited to Human Resource activities, implementing   measuring and monitoring Quality Control standards and recommending system enhancements to more satisfactorily service customer needs.


This position is accountable to the SVP of Operations and must remain focused on delivering a superior banking experience to support our Firstrust core values and mission statement. A major component of the individual's role is to build strong working partnerships between Commercial Lending, Community Banking, Direct Channels, Operations and vendor partners. Applicant must be passionate and driven with a desire to provide an amazing customer experience across all touch points that meets or exceeds customer expectations.



Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.






  1. Assists in the development of new business for Firstrust. Is alert to expressed Customer/ Prospect needs to suggest appropriate products and services.  Actively sells and prepares staff to sell products and services to potential and existing customers. Drive operational excellence by engaging staff on business strategy and performance results.
  2. Participates in Marketing/Direct Channels development efforts of all products and services to effectively position the Customer Care Center to deliver quality products and services through all channels to new and existing customers.
  3. Identify opportunities and drive solutions to enable automated tools and applications for Customer self-service. Drive processes to identify and correct gaps in the customer experience based upon qualitative and quantitative customer feedback.
  4. Company product expert focused to effectively support all bank products and services for Retail Banking, Business Banking, and Commercial Banking groups. Customer Care will work as liaison between these groups and the customer as an advocate for the bank with special consideration for the voice of the customer.    
  5. Responsible for the delivery and ongoing support of the bank’s electronic banking products and services. This includes providing technical assistance to customers for system compatibility as well as supporting the navigation of all customer facing systems which deliver bank products.  Products include online banking, mobile deposit, bill pay, funds transfer, ACH, positive pay, business ready deposit, credit card, debit card, cash sweeps, and lending products. 
  6. Responsible for the development of training programs and administering  training for staff on Internet Banking and Cash Management programs
  7. Establishes appropriate service, productivity and quality assurance standards, which increase customer satisfaction. Develop the right measurement tools for successfully monitoring performance and provide clear reporting. Institute modifications as necessary.  Facilitate weekly/monthly/quarterly staff and team meetings to communicate company vision and improve performance.
  8. Works closely with System Project Management team to support organizational projects through various phases from procurement to implementation. Provides customer driven feedback, tests systems, and tracks key issues which may impact the customer or pose bank risk for group collaboration. 
  9. Responsible for enforcing standards to assure risk mitigation when providing customers with information, adherence to compliance rules and compliance with procedures to result in good audits and safeguard customer information. 
  10. Supports Direct Channels by providing testing resources, creating scripts, participating in individual and group testing, and sharing effective feedback to facilitate the design and build of new product offerings and delivery channels.
  11. Ensure two way communication flows consistently through all channels, at all levels of the organization and with cross functional teams.
  12. Key resource for effectively setting up and managing the Evolve IP Phone System functionality. Should be active in creating more ways to use it for more ROI and continually develop improved monitoring to achieve better management reporting and representative information to be used for coaching and performance evaluations.
  13. Responsible for the DR Plan building for Customer Care and updating it to keep current and effective. Also required to do quarterly DR testing of phone and other core systems.
  14. Responsible for preparing responses to the Office of the President and collecting and validating research that is necessary for formulating the appropriate response to the customer. Prepares a quarterly Board report summarizing issues and the response provided to governing agencies on behalf of the bank. 
  15. Prepares and updates as necessary staff training materials. Supervises the training and development of staff. Remain current on both technical and soft skill advancements in Customer Care delivery systems and appropriately disseminate to staff. Prepares performance appraisals, provides coaching and development. Oversee staffing, and scheduling within the department.
  16. Ensures all procedures within the Customer Care are developed in compliance with applicable laws, regulations, bank policies and sound banking practices; changes are communicated and implemented; answers questions and inquiries and assists
    Firstrust employees with interpretation of the Bank's policies regarding products and services.
  17. Assists with budget process; reviews effectiveness of the Customer Care Center budget plan and makes recommendations necessary to achieve strategic and monetary goals.
  18. Other duties as assigned by the Senior Vice President –Operations.

Essential Functions

Must be performed with or without reasonable accommodations include physical requirements.


While performing the essential functions of this position, the employee is regularly required to type using a computer terminal. The employee may be subject to repetitive motion while operating the computer and/or phone.  Will be expressing, receiving, and exchanging ideas via a multi-phone system.  The employee must be able to prepare and analyze figures.




The manager must be able to identify potential conflicts, strategic considerations, and solve a multitude of other issues related to customers to achieve equitable satisfaction. Creative and self-starting attributes are essential.





Incumbent must be able to interact with all department managers and senior management.  Be goal oriented and possess effective oral and written communication skills.  Exposure and familiarity with branch functions, personal computers, along with good analytical skills are imperative. 

Knowledge - Skills & Abilities

Incumbent should possess a well-rounded knowledge of sales and service management.  Strong interpersonal skills, good organizational abilities and results-orientation are key elements.  Applies knowledge of computer systems, bank policies, procedures, product knowledge, auditing procedures, and human relations skills required in establishing, training and promoting cordial and constructive rapport with the staff and public.



  • Associates Degree in Business or applicable experience
  • Must have eight years Customer Service Management, preferably in a Financial Customer Care/Call Center.
  • Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including customers, employees, management, and the internal sales team.
  • Operational experience with key contact center tools and process such as: workforce management, quality assurance, multi-channel communications (email, phone and chat), customer management systems, performance metrics, training programs, customer self-service applications, etc.
  • Intermediate plus experience with Microsoft Office applications (Outlook, Word, Excel, Access, and PowerPoint)
  • Excellent Organizational / Time Management skills.
  • Ability to follow procedures and handle multiple priorities independently; ability to analyze data to solve problems.
  • Communicates clearly and professionally; good interpersonal skills.
  • Demonstrates friendly, positive attitude
  • Ability to multi-task with an excellent degree of versatility and flexibility



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