Client Services Professional Manager I

WHAT IS THE OPPORTUNITY?
Responsible for managing a team of dedicated client servicing professionals. Provide support for direct reports to ensure an exceptional client service experience. Use product knowledge and standard procedures to provide proactive and reliable solutions to support colleagues. Handle escalations from and provide support to colleagues. Responsible for appropriate interpretation and implementation of all Bank policies and procedures.

WHAT WILL YOU DO?

• Entrepreneurial sense of ownership of escalated inquiries & requests, with proactive anticipation of client and colleague needs. Critical thinking to creatively resolve client issues while following standard practices and procedures. Can independently solve complex problems of a non-recurring nature. Takes a general perspective on problems and spots new, less obvious solutions.
• Provides appropriate instruction and guidance on day-to-day work and new assignments for the team. Works independently. Exercises judgment in selecting methods and techniques for obtaining solutions. Able to determine when collaboration or escalation are
• Managing direct reports through metrics reporting, goal setting, and coaching.
• Live agent support through chat and phone escalations
• Providing support for colleagues conducting extensive research for inquiry resolution
• Completes corporate and non-corporate performance appraisals, performance counseling, recommends termination or other disciplinary action, as appropriate. Conducts interviews for open positions.
• Hosting trainings, team meetings, and direct report meetings for feedback, coaching, and development.
• Supporting special projects as assigned

WHAT DO YOU NEED TO SUCCEED
Required Qualifications*

• Bachelor's Degree or equivalent
• 5-7 years of customer service, banking, operations and/or relationship management support experience.
• 5-7 years of prior leadership experience and/or management of direct reports.
• 5-7 years of bank products, documentation, and servicing experience.

Additional Qualifications

• Advanced expertise across a variety of banking products.
• Ability to understand business processes and their impacts (upstream/downstream).
• Ability to educate and support colleagues.