Client Service Team Lead: Coaching & SLA Excellence

UBS

Nashville (TN)

On-site

USD 140,000 - 180,000

Full time

5 days ago

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Job summary

UBS is seeking a Client Service Representative Team Lead to lead a team of Client Service Representatives in Nashville/Weehawken, focusing on coaching, relationship building with Financial Advisor teams, and adherence to metrics and SLAs. The role reports to a Client Service Representative Leader and emphasizes development, risk awareness, and proactive issue resolution.

Ideal candidates will have a university degree (or 3–4 years equivalent experience), strong communication, conflict resolution

Qualifications

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.
Curious to explore how AI can improve how we build, deliver, and optimize workflows with sound judgment and adherence to risk and policy.

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 reoccurring issues.
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.