Wealth Management Client Experience Lead

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

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.