Client Services Manager

This position will require to provide excellent client service and to promote this idea throughout the team. This position will be responsible for keeping the team running in an efficient and profitable manner, to increase client satisfaction, loyalty and retention and to meet their expectations. In addition, this position will be responsible for growing profitability organically for the team.

• Manage queue and provide client services through efficient and customer-friendly services
• Proactively identify and digitize banking services and banking solutions to strengthen digital client services and experiences
• Manage clients’ requests and ensure service level is in line with bank standards
• Assist team in achieving sales targets through referrals or cross-selling while providing services
• Responsible for improve client services experience, create engaged clients and facilitate organic growth
• Develop service procedures, policies and standards
• Build and maintain relationship with clients through our digital platform
• Perform other duties as required and assigned

• Bachelor’s degree in Business, Finance, or equivalent education and related experience preferred
• 10+ years of experience in virtual branch or retail banking environment
• Experience in providing client support
• Familiar with BSA/AML requirements and bank regulations
• Advanced troubleshooting and multi-tasking skills
• Strong interpersonal, presentation, and influencing skills
• Ability to collaborate and build partnership with other stakeholders at all levels and achieve goals
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)