Client Service Team Lead - Elevate Service & Coaching

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 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