About Us
At Columbia, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, emphasizing trust, ownership, growth, empathy, teamwork, heart, enjoyment, and relationships. We seek results‑focused candidates who can think independently, work collaboratively, and support our broader purpose.
About the Role
Customer Care Manager provides advanced leadership and management to a highly skilled Contact Center support team. Responsibilities include overseeing departmental operations, managing new accounts and maintenance, ensuring compliance with deposit account and lending regulations, addressing operational risks, and managing debit card‑related matters.
Key Responsibilities
Tasked with integrating and managing human support team by developing and implementing operational and administrative policies, practices, procedures, controls, and programs. Supervise a team of expert‑level associates in areas like fraud and digital banking in the area of customer support.
Participate and develop project plans, contribute to due diligence evaluations and participate in corporate initiatives and process improvements.
Lead or participate in periodic reviews and assessments of operational effectiveness and efficiency and make recommendations for improvements/changes as necessary.
Monitor best practice trends for assigned area and implement operational changes as appropriate. May have a leadership role in the Business Continuity Plan. May act as a liaison and/or collaborate with other bank teams to resolve problems, make recommendations for program changes and/or ensure compliance with state and federal banking rules, regulations, and audit requirements.
Responsible for establishing and/or operating within a budget, manage expense control and staffing model.
Oversee a specialized department, product, or process with significant autonomy. Develop and implement business plans, policies, and procedures. May be involved in or responsible for enterprise‑level projects aimed at enhancing customer‑facing products. The primary focus of the role is on daily operational tasks.
Oversee the activities of managers and supervisors. Accountable for hiring, termination, performance evaluations, and salary adjustments. Make decisions aligned with company and functional goals, utilizing available resources.
Cultivate employee development to foster growth within Columbia Bank.
Demonstrate compliance with all bank regulations for assigned job function and apply to designated job responsibilities – knowledge may be gained through coursework and on‑the‑job training. Keep up to date on regulation changes.
Follow all Bank policies and procedures, compliance regulations, and complete all required annual or job‑specific training.
Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
Actively learn, demonstrate, and foster the Columbia corporate culture in all actions and words.
Takes personal initiative and is a positive example for others to emulate.
Embrace our vision to become “Business Bank of Choice”.
May perform other duties as assigned.
About You
H.S. Diploma/GED required.
Bachelor's Degree in Business, Finance, or related field preferred.
5‑10 years of retail banking experience required.
4‑7 years of supervisory experience in a bank customer support or operations environment required.
Experience in traditional retail banking and operations, with ability to develop and implement new policies and procedures.
Knowledge of banking regulations, policies, procedures, documentation and legal requirements.
Demonstrate high level effective written and verbal communication and presentation skills.
Proven interpersonal skills with the ability to negotiate and influence others. Ability to handle difficult and sensitive situations, conversations, and problem solve while maintaining confidentiality.
Proficient in the use of computer software including Word, Excel, PowerBi and other banking systems.
Benefits
We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $60,000 – $80,000, with performance‑based incentive compensation possible. Benefits include medical, dental, and vision plans, a 401(k) retirement savings plan with employer match, 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.
Diversity & Inclusion
Columbia 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].