Senior Manager, Client Communications & AI-Driven Support

Paycom; Pleasant Grove (UT); On-site; USD 85,000 - 130,000; Full time

Job summary

Accordia Bank is seeking a Manager, Client Communications to own the live chat channel and customer care email inbox, ensuring each inquiry is acknowledged, routed, tracked, and closed with a personal touch.

You will build workflows, ticketing, and AI-assisted responses, lead a growing team, and collaborate with branches to deliver fast, compliant service across business hours and beyond.

Qualifications

• Bachelor's degree preferred, or equivalent education and experience.
• 5+ years in banking or financial services, customer service, or contact-center operations.
• At least 2 years in a supervisory or team-lead capacity.
• Experience triaging and resolving inquiries across chat, email, and phone.
• Experience with ticketing, CRM, or case-management systems.
• Knowledge of retail banking products and applicable regulations.

Responsibilities

• Own live chat channel and customer care email inbox, ensuring inquiries are acknowledged and resolved.
• Triage inquiries and route to appropriate department or specialist; track through to closure.
• Log, track, and follow up on every client communication using a ticketing system.
• Establish response-time standards, escalation paths, and quality expectations.
• Evaluate and refine AI-assisted response tools to speed up initial replies.
• Partner with branches to ensure accurate resolution and smooth handoffs.
• Recruit, train, and manage staff as the function scales.
• Identify potential fraud, loss, or reputation risks and ensure regulatory compliance.

Skills

Customer service leadership

Chat & email support

Ticketing systems

CRM platforms

Regulatory awareness

Education

Bachelor's degree preferred

Tools

HubSpot

Chat/CRM platforms

Job description

Accordia Bank is seeking a Manager, Client Communications to own the live chat channel and customer care email inbox, ensuring each inquiry is acknowledged, routed, tracked, and closed with a personal touch.

You will build workflows, ticketing, and AI-assisted responses, lead a growing team, and collaborate with branches to deliver fast, compliant service across business hours and beyond.