Client Support Lead, Banking

OakworthTalent; Charlotte (NC); On-site; USD 65,000 - 85,000; Full time

Job summary

OakworthTalent is seeking a Banking Client Support Lead in Charlotte, NC to drive exceptional client experiences across markets. The role leads the lobby team, trains staff, and collaborates with Client Advisors to onboard relationships and monitor fraud.

The ideal candidate has a high school diploma and 5+ years of related leadership experience, plus familiarity with Horizon or similar core banking systems and Microsoft Office. Strong communication and problem solving skills are essential.

Qualifications

• High school diploma or GED.
• Five (5) years or more of related experience and/or training.
• Previous leadership experience highly preferred.
• Experience with Horizon or other core banking system, required.
• Proficiency in Microsoft Office Suite required.

Responsibilities

• Lead, Manage, Train, Develop, and hold Accountable Client Support and Client Experience (Lobby) Specialist associates within their market.
• Ensure support and lobby associates are staffed, trained, and working consistently and efficiently to guarantee our clients and associates are being provided with exceptional service.
• Work with Client Advisors and other internal departments to successfully onboard new relationships, manage existing relationships, and monitor fraud.
• Manage daily client interaction/requests (phone, letters, and email).
• Provide sales, processing, operational, and administrative support to Client Advisors, Client Support, and Client Experience Specialists.
• Lead the market client support and client experience specialist teams, including supporting their training and development needs.
• Ensure Client Support and Client Experience Specialists deliver high quality support and maintain strong client relationships.
• Familiar with the bank policy and procedures to ensure support and lobby teams are compliant with regulatory and bank standards.
• Client service focus with the ability to stay positive in interactions with clients and associates.
• Coordinate vendors, technology and facility issues associated with the market office.
• Answer questions about organization and provide callers with address, directions, and other information.
• Review monthly audits, maintain the teller over/short report, work with Deposit Operations on Cash Recon report.
• Process deposits, withdrawals, and other banking transactions, verify cash endorsements, receive proper identification for cash back and issue receipts of deposit.
• Examine checks deposited and determine proper funds availability based upon regulation requirements and complete hold notices.
• Refer clients to the proper department for issues that cannot be resolved in the lobby.

Skills

Leadership

Client service

Problem solving

Attention to detail

Verbal and written communication

Education

High school diploma

2 Year Degree Preferred

Tools

Horizon or core banking system

Microsoft Office Suite

Job description

Job DetailsJob Location: Central Carolinas - Charlotte, NC 28210Position Type: Full TimeEducation Level: 2 Year Degree PreferredJob Category: Client SupportWe are growing and we are currently looking for a fulltime Banking Client Support Lead in Charlotte, NCthat will play a vital role in supporting the organization. An ideal candidate would meet the qualifications listed below, and more importantly, be able to demonstrate that they live by Oakworth's Core Values (Golden Rule, Character, Innovative Spirit, Professionalism, Work Ethic).

Responsibilities and Duties:

This role leads the Central Alabama Lobby team with a focus on providing an exceptional client experience, as well as providing support to the lobby experience across all markets. This role will not have sales goals. This role is responsible for a variety of tasks including those listed below:

Key Roles/Responsibilities:

• Lead, Manage, Train, Develop, and hold Accountable Client Support and Client Experience (Lobby) Specialist associates within their market.
• Ensure support and lobby associates are staffed, trained, and working consistently and efficiently to guarantee our clients and associates are being provided with exceptional service.
• Work with Client Advisors and other internal departments to successfully onboard new relationships, manage existing relationships, and monitor fraud.
• Manage daily client interaction/requests (phone, letters, and email)
• Provide sales, processing, operational, and administrative support to Client Advisors, Client Support, and Client Experience Specialists.

Responsibility Details:

• Lead the market client support and client experience specialist teams, including supporting their training and development needs.
• Ensure Client Support and Client Experience Specialists delivers high quality support and maintain strong client relationships.
• Familiar with the bank policy and procedures to ensure support and lobby teams are compliant with regulatory and bank standards.
• Client service focus with the ability to stay positive in interactions with clients and associates.
• Coordinate vendors, technology and facility issues associated with the market office.
• Answer questions about organization and provide callers with address, directions, and other information.
• Review monthly audits, maintain the teller over/short report, work with Deposit Operations on Cash Recon report.
• Process deposits, withdrawals, and other banking transactions, verify cash endorsements, receive proper identification for cash back and issue receipts of deposit.
• Examine checks deposited and determine proper funds availability based upon regulation requirements and complete hold notices.
• Refer clients to the proper department for issues that cannot be resolved in the lobby.

Education/Experience:

• High school diploma or general education degree
• Five (5) years or more of related experience and/or training
• Previous leadership experience highly preferred
• Problem solving skills and attention to detail
• Experience with various systems, such as Horizon or other core banking system, required.
• Proficiency in Microsoft Office Suite required
• Proven ability to adapt to new technology and/or systems timely and efficiently
• Excellent verbal and written communication skills

Qualifications