Client Communications Manager: Chat & Email

Paycom - ATS; Pleasant Grove (UT); On-site; USD 72,000 - 85,000; Full time

Job summary

Accordia Bank seeks a Manager, Client Communications in Pleasant Grove, UT to own the Bank's live chat and client care email inbox. You will triage inquiries, route to the right department, and ensure timely closure using a ticketing system with AI-assisted responses while preserving a personal, community-bank tone.

Lead a growing function, collaborate with branches, monitor metrics, and plan expansion to the Bank's primary phone line.

Qualifications

• Bachelor's degree preferred, or equivalent experience.
• 5+ years in banking, financial services, customer service, or contact-center ops.
• Experience triaging inquiries across chat, email, and phone.

Responsibilities

• Own live chat channel and customer care email inbox.
• Triages inquiries, routes to appropriate department, ensures timely closure.
• Log, track, and follow up on communications using a ticketing system.
• Establish response-time standards, escalation paths, and quality expectations.
• Lead AI-assisted response tools while maintaining personal, community-bank tone.
• Collaborate with branches and departments for accurate resolution.
• Monitor metrics and report insights to leadership.
• Plan and scale channel ownership including primary phone line.

Skills

Customer service

Supervisory/Team lead

Written communication

Regulatory knowledge

Multi-channel support

First contact resolution

Cross-functional collaboration

Education

Bachelor's degree preferred

Equivalent experience

Tools

Ticketing system

CRM system

HubSpot (or similar)

Job description

Accordia Bank seeks a Manager, Client Communications in Pleasant Grove, UT to own the Bank's live chat and client care email inbox. You will triage inquiries, route to the right department, and ensure timely closure using a ticketing system with AI-assisted responses while preserving a personal, community-bank tone.

Lead a growing function, collaborate with branches, monitor metrics, and plan expansion to the Bank's primary phone line.