Senior Manager (Account Assistance) MidFirst Bank

FinanceInfos; Oklahoma City (OK); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading company in the financial services sector is seeking a Senior Manager for Account Assistance to oversee call center operations. The role involves coaching teams, analyzing performance, and ensuring compliance with regulatory standards. Candidates should have over 7 years of leadership experience in a call center environment, preferably within regulated industries such as finance or healthcare.

Qualifications

• 7+ years of progressive leadership experience in a contact center.
• Experience in a regulated environment preferred.
• Familiarity with call center systems and CRM tools.

Responsibilities

• Lead daily operations of a 60-person call center.
• Drive continuous process improvement through data analysis.
• Identify opportunities to enhance customer engagement.

Skills

Leadership

Communication

People Development

Analytical Skills

Education

Bachelor’s Degree

High School

Tools

Microsoft Office

CRM Tools

Job description

Job Highlights

Title	Senior Manager (Account Assistance)
Type	Full Time
Experience	7+ Years
Function	Account Assistance
Location	Oklahoma City, OK, United States
Company	MidFirst Bank

Company Profile

MidFirst Bank offers a full range of personal, commercial, trust, private banking, and mortgage banking products and services.

Job Profile

The bank is looking for a Senior Manager (Account Assistance) who will lead the day-to-day operations of one of our inbound and outbound call centers in the mortgage servicing industry.

Drive performance, inspire excellence, and champion both customer engagement and operational effectiveness in a highly regulated environment.

Education Level

• High School or better (required)
• Bachelor’s Degree (preferred)

Work Experience

• 7+ years of progressive leadership experience in a contact center
• Experience in developing outbound digital service channels is a plus
• Proven success managing both inbound and outbound operations with measurable KPI improvements

Duties/Responsibilities

• Coach and develop current and future leaders to meet or exceed performance metrics while providing compassionate and solution-oriented service
• Identify opportunities to challenge existing practices and drive continuous process improvement in systems, coaching, and customer engagement through data analysis and their prior experiences
• Lead and manage daily operations of a 60-person call center, including performance, staffing, training, and compliance
• Own and drive the achievement of key contact center metrics, inbound call routing effectiveness, and outbound campaign strategies
• Partner with legal, compliance, risk, and business support teams to ensure all customer interactions and related controls align with regulatory requirements
• Support the implementation of new technologies and platforms to improve outreach, contact rates, and operational efficiency

Skills/Knowledge/Abilities

• Excellent leadership, communication, and people development capabilities
• Experience in a regulated environment or highly structured industry (mortgage, financial services, healthcare, utilities) is preferred
• Familiarity with call center systems, CRM tools, and workforce management platforms
• Proficient in Microsoft Office, particularly in Excel
• Strong analytical skills; able to interpret call center data and translate insights into action

Working Conditions

• Collaborates with finance teams, clients, and executives
• Faces deadlines and has high responsibility for financial accuracy
• May require occasional travel for client or team meetings
• Spends long hours on computers and in meetings
• Works primarily in an office or remote setting

Employer’s Statement

MidFirst Bank is an Equal Opportunity Employer.