VP, Client Service Center Manager
Description
The Client Service Center Manager is responsible for overseeing the operations of the Client Service Center, ensuring excellent service for both internal and external clients. The incumbent supports the bank and its clients by possessing an advanced knowledge of products, services, systems, processes and policies of the bank. This individual manages, mentors, and guides Client Service Center Supervisors and staff. This individual effectively solves the most complex client issues, complaints, and inquiries, keeping client satisfaction at the core of every decision and behavior.
This individual manages the Bank’s digital banking vendors and product offerings to ensure the client experience through digital channels (online and mobile banking) is optimized and to ensure the Bank keeps up with current product offerings available in the industry. The Client Service Center Manager monitors the core system and surrounding systems to maximize the client experience and recommend enhancements where needed to improve the clients’ digital experience. This position requires that the individual work in office, independently, and with minimal supervision.
Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.
Essential Duties and Responsibilities include the following:
- Train client service center staff to properly perform their job duties
- Monitor quantitative metrics of client service center representatives to ensure productivity requirements are met
- Monitor client service center phone calls and written communications and coach staff to improve the quality of the client experience
- When necessary, take over team calls to de-escalate the most complex situations involving dissatisfied clients, offering patient assistance and support
- When required by call volumes, directly assist with handling client calls following the guidelines used by the client service center representatives
- Continuously monitor and test the Bank’s digital banking platforms to ensure they are operating effectively, and timely report issues to management and appropriate vendors to ensure they are quickly resolved
- Assist all departments with troubleshooting client issues with digital solutions
- Develop and implement training programs and provide ongoing coaching and support to Client Service Center Supervisors to maintain a highly functioning department
- Maintain thorough knowledge of bank products and services and keep staff abreast of any updates
- Attend digital banking related conferences/events/trainings to stay abreast of advances in product and service offerings in the industry that are available through digital channels
- Oversee the processing of online applications for various account types ensuring applications are processed in a timely manner, reviewing risk levels and coordinating with management and internal departments such as BSA and Compliance to decision applications
- Ensure written procedures are in place as guides for staff to use in performing their job duties
- Properly align priorities, multi-task, and work effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes
- Ensure that a professional image of the Bank is maintained both internally and externally
- Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed.
- Other duties as assigned
Supervisory Responsibilities: Directly manages all Client Service Center staff.
Qualifications:
- Bachelor’s degree preferred
- Advanced technology skills, including proficiency with Microsoft office (Outlook, Word, Excel), web browsers, mobile device applications, and banking software applications
- Expert knowledge of digital banking solutions and experience working with digital banking vendors
- Excellent problem solving, decision making, and critical and strategic thinking skills, as well as strong attention to detail and concern for data accuracy
- Strong overall business acumen with an ability to understand the direction, priorities, and goals of the organization
- Presents a positive and professional image, effectively collaborates with diverse teams, and is successful at achieving results through the effort of others
- Extensive experience in a client support role
- Excellent phone and verbal communications skills, along with active listening, with an advanced ability to de-escalate the most complex client situations
- Client focus and adaptability to different personality types
- Experience with the DNA and Q2 systems is preferred but not required
- Ability to multi-task in a fast-paced environment
Physical/Mental Activity and Environment:
While performing the duties of this Job, the employee is regularly required to communicate and receive communications, verbally, in writing, electronically, etc. The employee is frequently required to remain in a stationary position and frequently moves about inside the office to access files, office equipment, interact with customers and employees. Frequently operates a computer, phone and other office equipment. The employee must occasionally lift and/or move up to 10 pounds. The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.
Employee is required to travel by car occasionally to visit Bank headquarters to meet with and/or present to senior management. Employee is also required to occasionally travel to attend conferences/events/trainings to stay abreast of new products and services available in the industry.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment will vary depending upon locations visited.
Management reserves the right to change this position description at any time.
Requirements
See qualifications above.
Poppy Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
For San Francisco Postings, review 2026 Fair Chance Ordinance.
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