• Bank Call Center Team Manager

    EverBank (Lewisville, TX)


    Bank Call Center Team Manager

     

    The Bank Call Center Team Manager oversees the daily activities of a small customer support team and provides direction on how to effectively improve their service quality, accomplish customer care goals and enhance relationships between the client and the contact center.

    Key Responsibilities and Duties

    + Establishes work procedures and processes that support organizational and contact center department standards, procedures and strategic initiatives.

    + Ensures customer service calls are answered in a timely, efficient and knowledgeable manner.

    + Organizes training programs for team members to improve their client services knowledge and overall service levels.

    + Identifies system and workflow improvements to enhance the team's service quality and efficiency.

    + Maintains and tracks client call performance data and compiles reports to inform senior management.

    + Manages the performance of team members through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional customer service strategies and to foster team member engagement, motivation and development.

    Educational Requirements

    + No Advanced Degree Required Preferred

    Minimum Qualifications

    + 3+ years of experience managing a call center team within the banking or financial services industry

    Preferred Qualifications

    + 5+ years of leadership experience

    + Experience as a lead or people manager in a contact center environment

    + Experience working in a banking environment and knowledge of banking rules and regulations

    + Ability to actively coach junior members of the team

    + Willing to research new policies and procedures

    + Great communication skills with the ability to gracefully handle changing business needs

    + Ability to work with multiple bank systems (IBS, Client Connect, etc.)

    Role Specific Work Experience

    + 3+ Years Required; 5+ Years Preferred

    Physical Requirements

    + Physical Requirements: Sedentary Work

     

    Career Level

    7PL

    Posting end date: 1/19/26

     

    Job Seeker Notice

     

    EverBank, N.A. is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers.

     

    The Company's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money.

     

    VEVRAA Federal Contractor

     

    Member FDIC

     

    Notice to Job Seekers (https://everbank.com/about/careers/notice-to-job-seekers)

     

    **Pay Range** $66,100 - $89,500

     

    EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.

     

    We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.