Client Experience Leader

CU*SOUTH, Inc.; United States; Hybrid; USD 70,000 - 110,000; Full time

Job summary

CU*SOUTH, Inc. is seeking a Client Support Manager to lead our client service team, uphold professional standards, and deliver fast, accurate responses.

You will be the primary escalation point, coordinating with Relationship Managers and internal groups to ensure client satisfaction. The role requires strong communication, familiarity with financial institution operations, and willingness to travel to client sites.

Qualifications

• Bachelor’s degree in business or finance, or equivalent work experience.
• Client Service, Call Center or Operations management experience is required.
• Financial Institution experience preferred.
• Experience using or supporting core processing software, or comparable Tier-1 core processing software (e.g. Jack Henry, Fiserv) is preferred.
• Extensive knowledge of financial institution operations, regulations, and procedures is preferred.
• Excellent verbal and non-verbal communication skills are required.
• Must be available during off-hours to support and manage client issues.
• Ability to travel to client sites to provide training and support is required.

Responsibilities

• Manage the quality of support provided to our client base through a service-minded team, led with empathy and a desire to provide fast and accurate answers.
• Identify and report struggling, or troubled clients based on information received through support calls and tickets as well as survey results. Report findings to Management and the Relationship Manager.
• Establish, implement, and maintain documented client service standards and workflows to ensure client satisfaction and adherence to department SLA’s.
• Assist Conversion Coordinator(s) in hand-off of newly converted clients from conversion support to ongoing client support.
• Develop and maintain a knowledge base for all staff to reference to reduce research time and improve workflows across departments.
• Create and implement service metrics, monitor results, and drive changes through defined processes.
• Ensure employee development plans and performance goals are created and reviewed; coach staff and implement corrective actions when needed.
• As the top escalation point, provide direction for resolution of client issues and manage incident priority.

Skills

Client Service Leadership

Communication Skills

Travel Availability

Problem Solving

Empathy

Education

Bachelor’s degree in business or finance

Tools

Jack Henry

Fiserv

Job description

CU*SOUTH, Inc. is seeking a Client Support Manager to lead our client service team, uphold professional standards, and deliver fast, accurate responses.

You will be the primary escalation point, coordinating with Relationship Managers and internal groups to ensure client satisfaction. The role requires strong communication, familiarity with financial institution operations, and willingness to travel to client sites.