Customer Service Team Lead, Consumer Banking (Phoenix, AZ)

Agility360; Phoenix (AZ); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Onsite in Phoenix

Job summary

Agility360 in Phoenix, AZ is seeking a Customer Service Team Lead for Consumer Banking. You will lead the Consumer Digital Client Care team, mentor members, and drive process improvements to enhance client experiences.

The role focuses on delivering expert digital banking support, guiding product usage, and helping advanced clients with complex needs while fostering a high-performing, collaborative team culture.

Qualifications

• Minimum 5+ years in Consumer Digital Banking or related area.
• Strong leadership and coaching skills with experience developing teams.
• Excellent communication and problem-solving abilities.

Responsibilities

• Lead and mentor the Consumer Digital Client Care team for optimal client experiences.
• Provide expert guidance on digital banking products and services.
• Manage workflows, monitor metrics, and ensure service levels.
• Partner with leadership on strategic initiatives and digital solutions.

Skills

Consumer Digital Banking

Team Leadership

Customer Experience

Digital Banking

MS Office

Education

High School Diploma

Bachelor's degree

Tools

Microsoft Office Suite

Job description

Customer Service Team Lead, Consumer Banking

Location: Phoenix, AZ

Are you passionate about delivering exceptional client experiences, mentoring high-performing teams, and driving operational excellence in a digital banking environment? We're looking for a Consumer Digital Team Lead to play a key role in supporting our clients, developing team members, and helping shape the future of digital banking services.

In this role, you'll combine your banking expertise, leadership skills, and problem-solving abilities to ensure clients receive best-in-class support while helping your team achieve success. You'll be a trusted resource for complex client needs, a coach for developing talent, and a strategic partner in improving processes and enhancing the client experience.

What You'll Do

Lead Client Experience Excellence

• Serve as a subject matter expert for the Consumer Digital Client Care team, resolving complex client inquiries and ensuring a seamless client experience throughout the customer lifecycle.
• Deliver expert guidance on deposit accounts, digital banking services, treasury management products, loan-related requests, and other banking solutions.
• Build strong relationships with clients by providing proactive, responsive, and solution-oriented support.
• Identify opportunities to deepen client relationships and connect clients with products and services that support their financial goals.

Coach and Develop Team Members

• Act as a mentor and resource for team members, sharing banking knowledge and best practices to support professional growth and development.
• Facilitate training and cross-training initiatives to strengthen team capabilities and create operational flexibility.
• Support performance management activities, including coaching, quality reviews, and career development discussions.
• Foster a collaborative, positive, and high-performing team environment.

Drive Operational Success

• Manage workflow distribution and monitor production metrics, turnaround times, and operational performance.
• Ensure the team consistently meets service level expectations for client satisfaction, productivity, quality, risk management, and regulatory compliance.
• Maintain accurate documentation and case management records in accordance with company policies and procedures.
• Perform quality assurance reviews and support scorecard administration to ensure consistent service excellence.

Support Innovation and Strategic Initiatives

• Partner with leadership to execute strategic initiatives that improve client experiences and operational efficiency.
• Provide feedback and participate in the evaluation, testing, and implementation of new technologies and digital solutions.
• Leverage data and client insights to identify trends, improve processes, and support business growth.
• Act as a change champion by helping teams adapt to evolving technologies, products, and operational practices.

What We're Looking For

Required Qualifications

• 5+ years of experience in Consumer Digital Banking, Retail/Branch Banking Operations, Treasury Management Services, Client Care, or a related financial services environment.
• High School Diploma or equivalent required.
• Strong understanding of banking operations, including deposit operations, account servicing, loan administration, treasury management, and digital banking products.
• Excellent verbal and written communication skills with the ability to explain complex concepts clearly and professionally.
• Proficiency with Microsoft Office Suite.
• Strong analytical, organizational, and problem-solving skills.
• Ability to thrive in a fast-paced environment while managing multiple priorities.

Preferred Qualifications

• Bachelor's degree in Business, Finance, Banking, or a related field.
• Prior team lead, supervisory, or leadership experience.
• Experience coaching and developing team members.
• Knowledge of sales and service strategies related to deposit products, treasury management, or client relationship management.
• Experience participating in process improvement, systems implementations, or digital transformation initiatives.

Why You'll Love This Opportunity

• Lead and influence a growing digital banking operation.
• Make a direct impact on client satisfaction and business success.
• Mentor and develop future banking professionals.
• Collaborate with leaders on strategic initiatives and innovation.
• Gain exposure to new technologies and evolving digital banking solutions.
• Grow your career with an organization committed to employee development and advancement.

Why This Role Stands Out

• Contract to Perm Role with a growing bank
• Gain exposure to banking operations and digital payment technologies.
• Develop client relationship and problem-solving skills that translate into future career growth opportunities.
• Work closely with cross-functional teams in a collaborative environment.
• Build expertise supporting a specialized payment platform utilized by property management companies and homeowners nationwide.
• Opportunity to make a direct impact on client satisfaction and operational success.
• Onsite in Phoenix, Arizona
• Hourly Payrate: $30-$35