Client Services Support LeadCitizens Business Bank • Rancho Cucamonga, CA, US
No longer accepting applications
Client Services Support Lead
Citizens Business Bank • Rancho Cucamonga, CA, US
23 hours ago
Job type
- Full-time
Job descriptionEducation and Experience : Associate degree (A.A.) or equivalent from a two-year college or technical school; 3-5 years related experience and / or training; or equivalent combination of education and experience. 3-5 years' experience in Treasury Management including setup, data input, training and file testing is preferred. Language skills : 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 managers, clients, customers and the general public. Mathematical skills : Ability to work with mathematical concepts such as probability and statistical inference, draw and interpret bar graphs; apply fractions, percentages, ratios and proportions to practical situations. Reasoning ability : Ability to define problems, collect data, establish facts, and draw valid conclusions; interpret technical instructions in mathematical or diagram form. Computer skills : Skilled in Microsoft Office Suite with strong emphasis on Excel and database applications; proficiency with CRM systems. Other skills and abilities : Ability to multi-task and handle complex situations; evaluate unique situations and determine appropriate action; flexible work schedule with some overtime; prior supervisory experience preferred; stay up-to-date on current treasury products, services and industry regulations; contact center experience with escalations; strong knowledge of core banking platforms, treasury products and digital banking platforms; strong problem-solving skills; team-oriented coaching and mentoring; excellent communication and interpersonal skills. Physical demands : Regularly required to sit, use hands and fingers to handle or feel; reach with hands and arms; talk or hear; occasionally required to stand, walk, stoop, kneel, crouch or crawl; lift and / or move up to 10 pounds. Specific vision abilities include close and distance vision, color vision and ability to adjust focus. Work environment : Noise level usually moderate; reasonable accommodations may be made for disabilities.
Summary
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.
Essential Duties And 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.
- Provides, presents, and promotes The Citizens Experience to all external and internal customers.
- Other duties as assigned.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
Salary
$23.93 to $32.31 hourly; 40 hours per week.
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Client Service Lead • Rancho Cucamonga, CA, US
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