Client Service Team Lead: Coaching & High-Impact Service

UBS; Weehawken (NJ); On-site; USD 140,000 - 180,000; Full time

Job summary

UBS is seeking a Client Service Representative Team Lead to join the team in Weehawken or Nashville. You will lead and coach the Client Service Representatives, building strong relationships with Financial Advisor teams and branch personnel to deliver high-end servicing aligned with established metrics and SLAs.

You will monitor performance, prepare monthly reports for stakeholders, and guide staff through escalations while ensuring strict adherence to risk, fraud, and compliance processes.

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 staff.
• Excellent communication skills.
• Ability to handle challenging issues in a professional manner.
• Expert at conflict resolution.
• Curious to explore how AI can improve workflows with sound judgment balancing policy, risk and ethics.

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 to avoid recurrence
• Monitor metrics and ensure alignment 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

Communication

Conflict resolution

AI in workflows

Risk & compliance awareness

Education

University degree

Job description

UBS is seeking a Client Service Representative Team Lead to join the team in Weehawken or Nashville. You will lead and coach the Client Service Representatives, building strong relationships with Financial Advisor teams and branch personnel to deliver high-end servicing aligned with established metrics and SLAs.

You will monitor performance, prepare monthly reports for stakeholders, and guide staff through escalations while ensuring strict adherence to risk, fraud, and compliance processes.