Job Description

SHAZAM recognizes that community financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service - a level unmatched in the industry.
And here's the best part - we're a national company that offers a small-company feel, a cultural balance that's hard to come by but very real at SHAZAM. Your growth and development are top priorities and you'll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you'll be an essential part of our mission as we work together strengthening community financial institutions.

What we're looking for:

SHAZAM is looking for a

Manager, Client Support

to join our team. In this position, you'll lead SHAZAM's top-in-the-industry Client Support team. Our inbound contact center is dedicated to delivering high-quality service to our clients seven days a week.

What you'll do:

Lead SHAZAM's top-in-the industry client support team as they support our financial institution, processor, merchant and service provider partners. Oversee daily operations of a contact center, ensuring that service level standards are met, and contact center is staffed appropriately. Represent Client Support in cross-departmental meetings, working across the organization to facilitate change and process improvement. Create learning and development plans for your staff. Proactively support clients by facilitating meetings regarding exception and operational questions. Handle client escalations to resolution. Collaborate with cross-functional management teams, other department managers, and leaders. Manage employee staffing lifecycle by recruiting, interviewing, hiring, staff retention, and performance management. Develop comprehensive training programs and supporting documentation.

What you need:

5 years' experience in retail banking or banking operations. Experience leading in a call center or in a phone support environment strongly preferred. Professional demeanor, solid networking expertise, and relationship building. Demonstrated experience resolving sensitive client issues. Experience in leading and managing a diverse team, their success, and ability to do so in a hybrid staffed environment. Proficient in MS Office applications, specifically Word, Excel, and PowerPoint. Proven operational planning skills in forecasting, metrics, capacity planning and resource allocation strategies.

What's in it for you:

Supportive, collaborative, inclusive, and diverse workforce. Career learning, development, and growth opportunities. Culture of respect and dignity, teamwork, honesty, and integrity. Excellent benefits: + Health, dental, and vision insurance
+ 401(k) retirement plan with company match
+ Flexible spending and health savings accounts
+ Life insurance and short- and long-term disability provided at no cost
+ Time away from work - PTO, VTO, paid parental leave, and company holidays
+ Educational assistance
+ Professional Certification Bonus program


Actual compensation is based on various factors, such as geographic location, experience, education, and/or skill level, and is finalized at the time of offer.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Visa Sponsorship: This position is not eligible for sponsorship for work authorization by ITS, Inc. Therefore, if you require sponsorship for work authorization now or in the future, we cannot consider your application at this time.