Manager, Customer Service - Financial Services

eClerx; Fayetteville (NC); On-site; USD 110,000 - 160,000; Full time

Job summary

eClerx is seeking a Manager, Customer Service for our Wealth Management client service center in Fayetteville, NC. You will lead supervisors and frontline teams, drive service quality, risk management, and analytics to support affluent clients and financial professionals.

This role focuses on workforce planning, regulatory compliance, and collaboration with wealth advisors and operations leaders to deliver exceptional client experiences and achieve business objectives.

Qualifications

• Bachelor's degree in Business Administration, Finance, Management, or a related field required
• Master's degree preferred
• 7+ years of customer service, contact center, banking operations, or financial services experience
• 3+ years of leadership experience managing supervisors, managers, or multiple teams
• Experience within Wealth Management, Private Banking, Trust Services, Brokerage Services, or Investment Operations preferred
• Proven leadership and people management skills
• Experience managing service operations through metrics and performance analytics
• Strong business acumen and strategic thinking capabilities
• Excellent communication, presentation, and relationship-building skills
• Knowledge of banking regulations, risk management, and compliance requirements
• Proficiency with CRM systems, workforce management tools, call center platforms, and Microsoft Office applications

Responsibilities

• Manage, develop, and mentor Call Center Supervisors and Client Service teams
• Oversee all day-to-day client service center operations supporting Wealth Management clients
• Ensure delivery of exceptional service to affluent, high-net-worth, trust, and investment clients
• Serve as an escalation point for complex client service issues and sensitive situations
• Collaborate with Wealth Advisors, Portfolio Managers, Trust Officers, Private Bankers, and Operations leaders to enhance service delivery
• Establish departmental goals aligned with Wealth Management and bank objectives
• Analyze key metrics and produce management reporting for senior leadership
• Ensure adherence to all banking regulations, internal policies, privacy standards, and Wealth Management procedures
• Partner with Compliance, Legal, Risk, and Audit teams to address regulatory requirements
• Serve as a key liaison between Wealth Management, Operations, Contact Center leadership, Compliance, Technology, and Retail Banking partners

Skills

Leadership experience

Customer service operations

Analytical skills

Regulatory compliance knowledge

CRM systems proficiency

Microsoft Office

Education

Bachelor's degree in Business Administration, Finance, Management, or a related field

Master's degree preferred

Tools

CRM systems

Workforce management tools

Call center platforms

Microsoft Office Suite

Job description

Job Description

Manager, Customer Service - Financial Services

Location: Fayetteville, US

Type: Full-time

Summary

The Customer Service Manager is responsible for the overall leadership, performance, and strategic direction of the Wealth Management Client Service Center. This role oversees supervisors and client service teams that support wealth management clients, financial advisors, trust officers, and investment professionals. The Manager drives operational excellence, service quality, employee development, process improvement, and regulatory compliance while ensuring an exceptional client experience.

The successful candidate will balance client service delivery, risk management, workforce planning, and business objectives to support the growth and success of the bank's Wealth Management business.

Responsibilities

• Manage, develop, and mentor Call Center Supervisors and Client Service teams
• Oversee all day-to-day client service center operations supporting Wealth Management clients
• Ensure delivery of exceptional service to affluent, high-net-worth, trust, and investment clients
• Serve as an escalation point for complex client service issues and sensitive situations
• Collaborate with Wealth Advisors, Portfolio Managers, Trust Officers, Private Bankers, and Operations leaders to enhance service delivery
• Establish departmental goals aligned with Wealth Management and bank objectives
• Analyze key metrics and produce management reporting for senior leadership
• Ensure adherence to all banking regulations, internal policies, privacy standards, and Wealth Management procedures
• Partner with Compliance, Legal, Risk, and Audit teams to address regulatory requirements
• Serve as a key liaison between Wealth Management, Operations, Contact Center leadership, Compliance, Technology, and Retail Banking partners

Eligibility Requirements

• Bachelor's degree in Business Administration, Finance, Management, or a related field required
• Master's degree preferred
• 7+ years of customer service, contact center, banking operations, or financial services experience
• 3+ years of leadership experience managing supervisors, managers, or multiple teams
• Experience within Wealth Management, Private Banking, Trust Services, Brokerage Services, or Investment Operations preferred
• Proven leadership and people management skills
• Experience managing service operations through metrics and performance analytics
• Strong business acumen and strategic thinking capabilities
• Excellent communication, presentation, and relationship-building skills
• Knowledge of banking regulations, risk management, and compliance requirements
• Proficiency with CRM systems, workforce management tools, call center platforms, and Microsoft Office applications

About EClerx

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.

The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

For more information, visit www.eclerx.com

• https://www.linkedin.com/company/eclerx/
• https://www.indeed.com/cmp/Eclerx/about
• https://www.glassdoor.com/eClerx

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here