Supervisor of Client Onboarding and Support Team - Remote

Overview

The Supervisor of the Client Onboarding and Support team is responsible for leading a team of employees who provide exceptional support to clients throughout their onboarding process and ongoing banking needs. This role ensures a seamless experience for clients by overseeing support activities across multiple channels, including phone queues, email, and online platforms.

In Short

• Supervise and mentor team members, fostering a client-focused culture and ensuring high-quality service delivery.
• Serve as a player-coach by handling client support and onboarding needs directly.
• Manage daily operations of the support team, including resource allocation and performance monitoring.
• Oversee client onboarding processes, ensuring timely and accurate completion of documentation.
• Lead onboarding for complex Treasury Management clients.
• Monitor phone queues, address escalated client issues, and implement process improvements.
• Train staff on banking products and customer service best practices.
• Collaborate with internal departments to resolve client concerns.
• Define and continuously improve the client experience.
• Report on team performance metrics and recommend strategies for improvement.

Requirements

• Bachelor’s degree in business, finance, or related field preferred.
• Previous supervisory experience in a client support or banking environment.
• Strong communication and leadership skills.
• Proficiency with customer support platforms and phone systems.
• Ability to manage multiple priorities and adapt to changing client needs.

Benefits

• Work in a fast-paced office setting with frequent interaction via phone, email, and digital support channels.
• Maintain a positive team environment.
• Uphold the bank’s commitment to exceptional client service.