Personal Banking Client Engagement Manager

Accounts; Bedminster Township (NJ); On-site; USD 73,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Generous paid time off

Medical, dental and vision coverage

Maternity/paternity leave

Education reimbursement

Wellness programs

Employee Stock Purchase Program

401K with generous match

Job summary

Peapack Private Bank & Trust seeks a Personal Banking Engagement Manager to lead the Client Contact Center and Employee Banking team, advancing the private banking digital service strategy.

The role oversees Boost.ai, drives AI training and governance, and partners with operations to improve efficiency and client experience across digital channels. A strong hospitality mindset and cross-functional collaboration are essential.

Qualifications

• Five or more years of banking experience, preferably in retail banking, banking operations, contact center operations, or branch support.
• Demonstrated commitment to delivering a high-touch client experience grounded in hospitality, responsiveness, professionalism, and personalized service.
• Strong analytical, organizational, problem-solving, and attention-to-detail skills.
• Excellent written and verbal communication skills, with the ability to work effectively with Financial Centers and cross-functional teams.
• Ability to manage multiple priorities, work independently, and exercise appropriate judgment regarding escalation.
• Experience with core banking systems, reporting tools, Microsoft Office, and call center technologies, including call routing, workforce management, call recording, and quality assurance platforms.
• Experience with digital banking platforms, conversational AI technologies, or product ownership is preferred.

Responsibilities

• Lead the Client Contact Center and Employee Banking team.
• Coach, develop, and support team members.
• Monitor staffing, productivity, and service levels.
• Manage escalated client issues.
• Oversee Banno Conversations and related service channels.
• Identify opportunities to improve digital services and automation.
• Partner with internal teams on digital enhancements.
• Serve as the business owner for Boost.ai.

Skills

Banking experience

Customer service

Analytical skills

Communication

Time management

Digital banking

Conversational AI

Product ownership

Tools

Core banking systems

Reporting tools

Microsoft Office

Call center technologies

Job description

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you will find the contact information to request the appropriate accommodation by visiting the following our Accessibility Accomodation for Applicants page.

Personal Banking Client Engagement Manager

• Posted on August 23, 2026

Locations

Showing 1 location

Bedminster, NJ 07921, USA

• On-site
• Retail
• Full-Time
• Requisition #: PERSO002309

Description

Peapack Private Bank & Trust is a well-recognized, high-performing boutique bank; a leader in wealth, lending and deposit solutions, capable of providing the most sought-after products and services that fulfill all of our clients’ needs. We offer an innovative approach to private banking to help clients establish, maintain and expand their legacy.

What makes Peapack Private different from our competition? We are an institution that’s over 100 years old that has always believed in putting the well-being and needs of our employees and our clients first. We are proud to be recognized for the eight consecutive year, by American Banker as one of the ‘Best Bank to Work For’ across the nation. Our secret sauce in one word is our ‘culture’. We value a diverse, equitable, inclusive and safe workspace. Our one-team culture goes to great lengths to show all employees that they are valued members of the team. We treat each other as family, and as such, communicate throughout the Bank in a transparent and frequent manner, respect and value feedback from all levels and operate with a philosophy of hospitality and general human kindness.

There are multiple way to build relationships and get involved; from joining one of our Cultural Ambassador Sub-Committees focused on our Wellness, Employee Fun, Diversity & Inclusion, or Environmental Awareness, to involvement in multiple community service activities through our Volunteerism outreach, to joining LIFT (a committee focused on enriching the lives of women - Leading Inspiring Females Together). Said quite simply, the culture is amazing!

Position Summary

The Personal Banking Engagement Manager leads the Client Contact Center and Employee Banking team while advancing Personal Banking’s digital service strategy. This role is responsible for team leadership, client service delivery, operational performance, and the continued development of digital engagement channels, including Banno Conversations and Boost.ai.

The position serves as the business owner for Boost.ai within Personal Banking, overseeing AI training, testing, optimization, governance, and enhancements. In partnership with the Personal Banking Operations Manager, the Engagement Manager uses operational analysis, automation, and process improvement to strengthen service delivery, improve efficiency, and enhance the client experience.

Success in this role is demonstrated through strong team and service performance, effective management of digital channels and AI enhancements, accurate analysis and documentation, and the timely execution of projects and process improvements.

Key Responsibilities

• Lead the Client Contact Center and Employee Banking team.
• Coach, develop, and support team members.
• Monitor staffing, productivity, and service levels.
• Manage escalated client issues.

Digital Client Experience

• Oversee Banno Conversations and related service channels.
• Identify opportunities to improve digital services and automation.
• Partner with internal teams on digital enhancements.

Boost.ai Ownership

• Serve as the business owner for Boost.ai.
• Manage AI training, testing, and optimization.
• Review AI performance and implement enhancements.
• Maintain AI content and governance.

Operational Leadership

• Monitor service quality and operational performance.
• Analyze trends and identify process improvements.
• Develop procedures, job aids, and service standards.
• Support projects, implementations, and strategic initiatives.
• Lead with agility and strategic adaptability, navigating complexity and driving clarity in a changing environment
• Champion a culture of intellectual curiosity and continuous learning, challenging assumptions and fostering innovation
• Leverage AI and emerging technologies to drive efficiency, insight, and competitive advantage while ensuring responsible use
• Demonstrate enterprise-wide thinking and sound judgment, applying data-driven, risk-aware decision-making
• Model and instill white-glove hospitality, setting the standard for personalized, proactive, and high-touch client and colleague experiences

Qualifications and Required Skills

• Five or more years of banking experience, preferably in retail banking, banking operations, contact center operations, or branch support.
• Demonstrated commitment to delivering a high-touch client experience grounded in hospitality, responsiveness, professionalism, and personalized service.
• Strong analytical, organizational, problem-solving, and attention-to-detail skills.
• Excellent written and verbal communication skills, with the ability to work effectively with Financial Centers and cross-functional teams.
• Ability to manage multiple priorities, work independently, and exercise appropriate judgment regarding escalation.
• Experience with core banking systems, reporting tools, Microsoft Office, and call center technologies, including call routing, workforce management, call recording, and quality assurance platforms.
• Experience with digital banking platforms, conversational AI technologies, or product ownership is preferred.

Benefits Overview

We offer a competitive compensation package, a generous paid time off program, comprehensive medical, dental and vision coverage, maternity/paternity leave, education reimbursement, wellness programs and more. We also offer participation in an Employee Stock Purchase Program and a 401K with a generous match.

The approximate pay range for this position is $72,653 to $90,000 plus an opportunity to earn performance-based incentives. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.