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Northwest Bank · 10 hours ago

Client Services Manager

Boise, ID

Full-time

Onsite

Senior Level, Lead/Staff

15+ years exp

Northwest Bank is seeking a Client Services Manager to lead and support customer service and deposit operations while ensuring regulatory compliance and operational excellence. This role involves overseeing deposit systems, managing customer service teams, and maintaining compliance with federal and state regulations.

BankingFinancial Services

Responsibilities

Perform assigned duties in accordance with the Bank’s Mission, Vision and Core Values; and provide the Bank’s customers with timely, responsive and exceptional service in accordance with the Bank’s customer service standards

Support regional customer service manager (RCSM), deposit operations analyst and exception item payment teams to ensure timely and accurate service delivery

Promote a strong culture of accountability, operational discipline, and exceptional service

Conduct regular coaching/training sessions, team huddles, and performance evaluations

Drive change to gain efficiencies using technology

Oversee, and working closely with the regional customer service manager, to ensure accurate execution of all deposit account activities, including new account processing, funds availability, check holds, wire transfer processing, and maintenance

Act as the escalation point for complex deposit issues, customer complaints, and exception items

Ensure smooth coordination with production, branch teams, and online banking support

Coordinate updates to product disclosures and customer-facing communications as needed

Assist in the maintenance of a Disaster Recovery planning for Deposit Admin supports restoration of essential deposit operations processes

Administer and monitor Integrated Teller, BPM, and Weiland (cash management and reconciliation software) for accuracy, access controls, and integration with bank systems

Working with RCSM, create campaigns for CS teams to increase in debit card interchange and consumer online banking usage

Oversee deposit account security administration, including user entitlement reviews, audit trails, and role-based access control across all systems such as core banking, BPM, Director, and Weiland

Partner with CBO, IT Security and Risk to ensure system controls align with data protection and regulatory standards

Maintain compliance with federal and state regulations impacting deposit operations: Reg E, Reg CC, Reg D, TISA, Inactive/Dormant/Escheatment, BSA/AML, UDAAP

Conduct routine reviews of deposit processes to detect risk gaps or compliance concerns

Participate in audits and regulatory exams, implementing necessary changes and controls in response to findings

Compile and distribute monthly reports on deposit product activity, operational performance, exception volumes, account changes, and compliance metrics

Ensure timely and accurate submission of reports

Identify trends, anomalies, or issues through report analysis and propose action plans to resolve or enhance performance

Document and update standard operating procedures (SOPs) related to all aspects of deposit admin operations and system security

Participate in projects involving system upgrades, product rollouts, and process optimization related to deposit services

Lead or assist in cross-functional task forces focused on enhancing operational efficiency and customer experience

Perform other duties as assigned

Qualification

Deposit operations experienceRegulatory compliance knowledgeLeadership skillsAnalytical skillsSystem administration skillsProject management skillsProcedure developmentFiServ knowledgeMicrosoft Office proficiencyEffective communicationTime managementProblem solving

Required

Bachelor's degree in business administration or finance, or fifteen years equivalent experience

Minimum 15 years of progressive banking operations experience, including at least 5 years managing multiple operations of customer service teams and managing and negotiating pricing

Deep knowledge of deposit regulations, bank security, policies and procedures

Strong analytical, leadership, and system administration skills

Proficient computer skills with collaboration and productivity tools including Windows-based operating systems and office suites (Microsoft Word, Outlook, Excel, PowerPoint); spreadsheet applications to organize data used for advanced data analysis; internet; email; and bank software

Proficient in procedure development, understanding in relevant regulatory matters, and risk management practices

Effective oral and written communication skills