Customer Care Lead

Job DetailsJob Location: Casco - Casco, WI 54205Position Type: Full TimeSalary Range: $23.65 - $28.85 HourlyAt Bank of Luxemburg, our mission is: To Have a Positive Impact on People’s Lives. As a community‑focused financial institution, we are committed to building relationships, supporting our neighbors, and creating a workplace where people feel valued and empowered. Our recognition as a 2025 Top Workplace reflects our dedication to teamwork, transparency, continuous improvement, and exceptional customer service. We are seeking a Customer Care Lead to join our Casco branch. This full‑time, onsite role is ideal for someone who thrives in a fast‑paced environment, enjoys solving problems, and is motivated by helping others succeed. Whether you bring years of banking experience or are an emerging leader with strong service skills, this position offers the opportunity to make a meaningful impact every day. About the Role The Customer Care Lead is a key resource within our Customer Care Center, providing daily guidance, training, and operational support to Customer Care Representatives. While this position does not include direct supervisory responsibilities, it is a leadership role grounded in expertise, coaching, and service excellence. You will support escalated customer situations, assist with complex inquiries, and help ensure consistent, accurate, and friendly service across all channels. In this role, you will respond to customer calls, emails, and online inquiries with professionalism and care. You’ll help customers navigate deposit and loan questions, online and mobile banking tools, and account maintenance needs. You will also support cash management and digital banking functions in a backup capacity, contributing to seamless service across departments. What You’ll Do Provide daily guidance and problem‑solving support to Customer Care Representatives Handle escalated or complex customer service situations with professionalism and empathy Troubleshoot online and mobile banking issues and approve limit changes within policy Perform deposit and loan maintenance, transfers, payoffs, and account updates Monitor call center metrics, code calls accurately, and support reporting needs QualificationsWhat You Bring At least three years of banking and sales experience, or equivalent education and experience Strong customer service skills with excellent communication and phone etiquette Proven problem‑solving abilities and sound judgment High attention to detail with strong follow‑up and time‑management skills Proficiency in Microsoft Office and willingness to learn new systems Why You’ll Love Working Here At Bank of Luxemburg, you’ll join a team that genuinely cares — about our customers, our communities, and each other. We offer health, dental, and vision insurance, competitive pay & time-off, and growth opportunities, including strong internal promotion pathways. You’ll also receive paid time off to volunteer, supporting your ability to make a difference both inside and outside the bank. If you’re passionate about service, energized by helping others, and excited to grow your career in a community‑focused environment, we’d love to meet you.