Client Service Representative Swithcing Team Lead

UBS; Nashville (TN); On-site; USD 140,000 - 180,000; Full time

Job summary

UBS is seeking a Client Service Representative Team Lead in Nashville/Weehawken to lead a team of Client Service Representatives, coach staff, and ensure high-end servicing aligned with performance metrics.

The role focuses on relationship-building with Financial Advisor teams and branch personnel, oversight of complaints, and escalation management, while adhering to risk and compliance standards with a forward-looking AI mindset.

Qualifications

• University degree or 3–4 years of equivalent experience.
• Extensive knowledge of UBS Bank USA products, services and processes.
• Experience leading a team and training less experienced staff.
• Excellent communication skills.
• Demonstrated ability to handle challenging issues professionally.
• Expert at conflict resolution.
• Curious about using AI to improve workflows with sound judgment and policy alignment.

Responsibilities

• Build and maintain trustworthy relationships with Financial Advisor teams, key branch personnel, S/WMBs and other partners
• Coach and develop Client Service Representatives in alignment with their career goals
• Ensure all complaints are handled properly and coach Client Service Representatives appropriately to avoid reoccurring issues
• Monitor metrics and ensure they are aligned with UBS Bank USA Service standards
• Prepare and discuss monthly performance reports with key stakeholders
• Assist in escalations by direct reports
• Understand and adhere to key Risk, Fraud, and Compliance processes
• Raise any potential fraudulent red flags to appropriate teams

Skills

Team leadership

Coaching & development

Customer service excellence

Communication skills

Conflict resolution

AI awareness & governance

Education

University degree or equivalent experience

Job description

Key Responsibilities

This role will function as a leader and contact for all other Client Service Representatives and will focus on team building, coaching and development, high end servicing, and adherence to metrics and SLAs.

Job Type

Full Time

Job Reference #

341674BR

City

Nashville, Weehawken

Key Responsibilities

This role will function as a leader and contact for all other Client Service Representatives and will focus on team building, coaching and development, high end servicing, and adherence to metrics and SLAs.

We’re looking for a Client Service Representative Team Lead to:

• Build and maintain trustworthy relationships with Financial Advisor teams, key branch personnel, S/WMBs and other partners


• Coach and develop Client Service Representatives in alignment with their career goals


• Ensure all complaints are handled properly and coach Client Service Representatives appropriately to avoid reoccurring issues


• Monitor metrics and ensure they are aligned with UBS Bank USA Service standards


• Prepare and discuss monthly performance reports with key stakeholders


• Assist in escalations by direct reports


• Understand and adhere to key Risk, Fraud, and Compliance processes


• Raise any potential fraudulent red flags to appropriate teams

The team

You’ll be working in the Weehawken or Nashville office and will report to a Client Service Representative Leader

Your Skills And Experience

• A university degree or ideally 3-4 years of equivalent experience


• Extensive knowledge on UBS Bank USA products, services and processes


• Experience leading a team and training less experienced staff


• Excellent communication skills


• Demonstrated ability to handle challenging issues in a professional manner


• Expert at conflict resolution


• You’re curious to explore how AI can improve how we build, deliver, and optimize workflows. You do this with sound judgment - validating outputs and aligning with policies, risk standards, and ethical use.

About Us

UBS is a leading and truly global wealth manager and the leading universal bank in Switzerland. We also provide diversified asset management solutions and focused investment banking capabilities. Headquartered in Zurich, Switzerland, UBS is present in more than 50 markets around the globe. We know that great work is never done alone. That’s why we place collaboration at the heart of everything we do. Because together, we’re more than ourselves.

Salary information

The indicative gross base salary range as a full-time equivalent role:

• United States - New Jersey - Weehawken min USD 140000 - max USD 180000 /annum

The expected salary for this role will be determined by relevant factors which may include but are not limited to, role-required experience, qualifications, education, location and skill level. UBS offers a range of competitive benefits and for further information, please visit ubs.com/employee-benefits. We may, at our sole discretion, provide additional variable compensation or awards.

Join us

At UBS, we know that it's our people, with their diverse skills, experiences and backgrounds, who drive our ongoing success. We’re dedicated to our craft and passionate about putting our people first, with new challenges, a supportive team, opportunities to grow and flexible working options when possible. Our inclusive culture brings out the best in our employees, wherever they are on their career journey. And we use artificial intelligence (AI) to work smarter and more efficiently. We also recognize that great work is never done alone. That’s why collaboration is at the heart of everything we do. Because together, we’re more than ourselves.

We’re committed to disability inclusion and if you need reasonable accommodation/adjustments throughout our recruitment process, you can always contact us.

Disclaimer / Policy statements

UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.