Customer Care Manager-Digital Banking Solutions (Digital Banking)

Location: Winter Haven, Florida; Bamberg, South Carolina; or Evans, Georgia, United States

Salary: $68,101–$108,784 per year

Company

hirify.global is a financial institution combining community banking relationships with digital banking solutions.

What you will do

• Lead, coach, and develop section managers, supervisors, and customer care representatives.
• Oversee support for online and mobile banking, bill pay, Zelle, digital payments, mobile deposit, authentication, password resets, and account access.
• Manage escalated customer concerns and improve first-contact resolution and customer satisfaction.
• Run daily contact center operations across phone, chat, email, and secure messaging channels.
• Monitor service levels, wait times, abandonment, quality, productivity, and staffing performance.
• Coordinate with Digital Banking, IT, Fraud, Operations, and Workforce Management teams during incidents, enhancements, and process changes.

Requirements

• High school diploma or equivalent required; a bachelor's degree in Business Administration is preferred.
• At least 5 years of contact center leadership experience.
• At least 3 years managing supervisors or team leaders.
• Experience supporting digital banking, online banking, mobile banking, or financial services operations.
• Knowledge of banking regulations, fraud prevention, authentication standards, customer privacy, and compliance requirements.
• Experience using workforce management, reporting, CRM, quality monitoring, and contact center technologies such as Genesys Cloud.

Culture & Benefits

• Customer-focused, high-performance environment centered on trust, lasting relationships, and continuous improvement.
• Secure, distraction-free remote or hybrid work settings require reliable cable or fiber internet when applicable.
• Office-based work may involve reporting to a physical company location as directed by management.
• Reasonable accommodations are available for individuals with disabilities.