Digital Branch Team Lead: Coaching & Escalation

Jobtailor; Laurens (SC); On-site; USD 52,000 - 76,000; Full time

Job summary

Jobtailor seeks an experienced leader to directly oversee the Digital Support Specialist team within our Digital Branch operations. You will coach, mentor, and evaluate performance, ensuring top‑tier customer service and strict adherence to banking procedures.

In collaboration with Digital Branch Management, you will set vision, goals, and standards; direct escalation handling, optimize workflows, and drive continuous improvement across technology tools used by the bank to support customers and

Qualifications

• High school diploma or equivalent required.
• 3+ years’ experience in branch, digital branch, operations or other equivalent environment preferred.
• Proficient in online account and loan account opening processes, procedures and systems.
• Ability to take calls/chats/emails including but not limited to escalations.
• Solid background in navigating bank and other applicable systems.
• Thorough knowledge of bank and operational procedures, policies, etc.
• Familiarity of key technology solutions deployed by the bank.

Responsibilities

• Directly leads, develops and supervises the Digital Support Specialist team.
• Assist Digital Branch Management and Operations by providing supervision, direction, and leadership.
• Support and reinforce leadership directives including team vision, goals, objectives, etc.
• Conduct regular coaching sessions/meetings with each team member.
• Handle escalated customer requests to ensure appropriate follow-up and resolution.

Skills

Team Leadership

Customer Service Resolution

Bank Operational Procedures

Coaching and Development

Education

High school diploma

Tools

Banking Systems

Digital Technology Solutions

Job description

Jobtailor seeks an experienced leader to directly oversee the Digital Support Specialist team within our Digital Branch operations. You will coach, mentor, and evaluate performance, ensuring top‑tier customer service and strict adherence to banking procedures.

In collaboration with Digital Branch Management, you will set vision, goals, and standards; direct escalation handling, optimize workflows, and drive continuous improvement across technology tools used by the bank to support customers and