Care Team Manager

Bonus Type

Summary

Are you ready to make a real difference? At BOK Financial, we’re passionate about supporting our clients and each other. Join us as a Care Team Manager and kickstart your career with our industry-leading Banking Navigator program—a 9-week training program designed to equip you with the skills, knowledge, and confidence to excel.

In our 9-week Banking Navigator training program you’ll receive hands-on guidance from a dedicated success team. This comprehensive program includes virtual facilitation, self-paced eLearning, on-the-job training, and skill application exercises. Upon graduation, you’ll be fully prepared to thrive as a Care Team Manager—knowledgeable, confident, and committed to delivering best-in-class service. Start your path to becoming a Care Team Manager and help drive long-term growth at BOK Financial. Your banking career begins here!

Please note: Your initial training schedule may differ from your regular hours, and you may train at a different location before being permanently assigned to your branch.

Job Description

The Care Team Manager leads, develops, and supports an assigned team of Personal Bankers so that they deliver an exceptional client experience on every interaction. Additionally, the Care Team Manager will develop and execute on strategies, procedures, guidelines, or processes leading to continuous improvement within the contact center. The Care Team Manager demonstrates passion for providing exemplary levels of service to clients by building a high performing team, driving results, leading change, and managing risk. This role promotes a dedication to employee development, positive client experience, and a desire to adapt and build new skill to meet the ever-changing expectations of our clients and technology enhancements. The Care Team Manager removes barriers, encourages, and coaches their team to achieve goals and objectives. The Care Team Manager meets key objectives in multiple client interaction channels including phone and digital. This role monitors daily/weekly/monthly agent and ACD reports to ensure optimum efficiency while actively seeking out departmental process improvements and ensures compliance to all regulations, policies, and procedures.  This role represents the Care Team in the New Mexico and Tulsa market, collaborates with and fosters relationships with local leadership.

During your first eight weeks of employment, you will participate in a comprehensive training program. Please note that the training schedule may differ from your regular work schedule.

Team Culture

You will join a highly engaged, collaborative team that will support you, encourage you, and grows with you.  We respect, honor, and praise one another for a job well done. We are transparent, involved, and committed.  We celebrate each other’s wins, big and small.

How You'll Spend Your Time

• You will supervise the daily work of Care team personnel by preparing and documenting behavioral coaching sessions and coaching employees to achieve goals in verbal and written communications with our clients. You will evaluate work performance of subordinate personnel and recommend/conduct associated personnel actions while resolving numerous employee issues, ensuring the efficient operation of assigned team You will ensure personnel receive appropriate training/communication and effectively execute on all policies and procedures.
• You will monitor daily/weekly/monthly employee performance, quality assurance, and productivity reports to ensure department standards are maintained and goals are achieved. You will also conduct employee interviews and makes hiring decisions.
• You will provide resolutions for complex consumer account-related problems; and sometimes handle unusual or difficult client problems. You will establish, revise, and implement internal work procedures and policies consistent with departmental and overall division goals and objectives. You will develop yourself professionally by participating in training, engaging in self-improvement initiatives and skill-building activities to enhance coaching skills.
• You will support new hire training and onboarding processes, achievement milestones, and graduation criteria into Nesting and Production for new hires.
• You will ensure team members achieve performance and activity expectations through effective and ongoing performance management.  This includes developing the team through skill building, one-on-one coaching, observation coaching, and team meetings. You will utilize the Client Experience (CX) playbook to achieve service expectations and enable clients’ financial well-being. You will make development planning with team members a priority. 

Education & Experience Requirements

This level of knowledge is normally acquired through completion of an Associate’s degree in a business or a related field and 2-4 years’ customer service and/or supervisory experience; or 5-7 years’ equivalent work related experience.

SKILLS:

• Advanced knowledge of consumer banking products/services, and traditional and alternative financial services delivery systems
• Advanced knowledge of bank operations, contact center operations or retail sales/service environment
• Demonstrated ability to coach to behaviors/team-building skills with ability to motivate and lead others
• Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues and gaining information by asking appropriate questions
• Excellent written communication skills demonstrated by professional etiquette, proper grammar, and punctuation
• Strong computer skills, including the ability to successfully navigate a variety of programs while maintaining efficiency is required for success
• Strong computer skills, including the ability to successfully navigate a variety of programs while maintaining efficiency is required for success
• Excellent problem-solving and conflict resolution skills
• Ability to make quality decisions in a fast-paced, high-stress environment  
• Strong time management skills including the ability to manage multiple tasks and meet deadlines
• Digitally dexterous, adept at using digital technology, and ability to lead change by developing tasks and objectives toward the goal
• Knowledge of consumer banking products/services, and traditional and alternative financial services delivery preferred systems
• Knowledge of bank operations, contact center operations or retail sales/service environment is preferred

Working Conditions & Physical Requirements