Client Services Support Lead

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.

The Client Services Support Lead serves as the primary subject matter expert in treasury services, responsible for resolving complex issues, guiding associates, and managing client escalations. The Client Services Support Lead will demonstrate strong leadership and product expertise including a commitment to delivering exceptional service. Additionally, this role supports team development through targeted training and mentoring initiatives.

• 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.

This job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

3-5 years' experience in Treasury Management including set up, data input, training and file testing is preferred.

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

None required.

• The ability to multi-task and handle complex situations with all types of persons, including high-value clients, in a fast-paced environment will be a key success factor for this position.
• 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
• Lead or prior supervisory experience preferred.
• Ability to remain up to date on current treasury products, services, and industry regulations to maintain high-quality support and guidance.
• Experience in a contact center environment, with a proven ability to handle escalations and mentor associates.
• Strong knowledge of core banking platforms, treasury products, services, and digital banking platforms.
• Experience with contact center metrics and reporting tools.
• Excellent communication and interpersonal skills, with a high level of professionalism and empathy.
• Strong problem-solving skills, with the…