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Citizens Business Bank · 2 months ago

Client Services Support Lead

Rancho Cucamonga, CA

Full-time

Hybrid

Mid, Senior Level

$23.93/hr - $32.31/hr

3+ years exp

Citizens Business Bank is seeking a Client Services Support Lead who will serve as the primary subject matter expert in treasury services. The role involves resolving complex issues, guiding associates, managing client escalations, and supporting team development through training and mentoring initiatives.

BankingFinancial Services

Responsibilities

Serves as the primary subject matter expert (SME) on treasury services, providing expert-level support to Contact Center agents and clients

Assists the Customer Service Support Supervisor with monitoring daily operations, ensuring adherence to service standards and compliance with regulatory requirements

Troubleshoots complex inquiries related to treasury services, collaborating with other departments as needed to resolve client inquiries effectively. Leads resolution of escalated client issues with a customer-first approach, ensuring prompt and effective outcomes

Serves as the primary contact for escalations, handling challenging cases and managing client expectations with professionalism

Conducts up-skill training sessions to enhance team knowledge on treasury services and best practices for issue resolution

Provides one-on-one coaching and mentoring to contact center agents, addressing knowledge gaps and promoting continuous performance improvement

Participates in quality reviews, providing feedback to associates on service interactions, and promoting consistent delivery of high-quality service

Analyzes performance metrics related to treasury services inquiries and escalations, identifying areas for team improvement and training

Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job

Provide, present, and promote The Citizens Experience to all external and internal customers

Other duties as assigned

Qualification

Treasury ManagementCRM systemsMicrosoft Office SuiteContact center experienceCore banking platformsProblem-solving skillsCommunication skillsTeam-orientedMentoring abilities

Required

Associate degree (A. A.) or equivalent from two-year College or technical school; 3 to 5 years related experience and/or training; or equivalent combination of education and experience

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

Ability to work with mathematical concepts such as probability and statistical inference, draw and interpret bar graphs

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Ability to define problems, collect data, establish facts, and draw valid conclusions

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Skilled in Microsoft Office Suite with a strong emphasis on Excel and database applications

Proficiency with CRM systems

The ability to multi-task and handle complex situations with all types of persons, including high-value clients, in a fast-paced environment

Ability to evaluate unique situations and determine the appropriate action which provides minimal impact to the customer while maintaining the integrity and security of the bank

Flexible work schedule with some overtime required for special projects, conversions, and system upgrades

Excellent communication and interpersonal skills, with a high level of professionalism and empathy

Strong problem-solving skills, with the ability to analyze complex issues and develop solutions

Team-oriented with the ability to coach, mentor, and develop others