Job Description

The Support Team Supervisor is responsible for leading a team of employees who provide exceptional support to clients throughout their ongoing banking needs. This role ensures a seamless experience for clients by overseeing support activities across multiple channels, including phone queues, email, and online platforms.

Key Responsibilities:

· Supervise and mentor team members, fostering a client-focused culture and ensuring high-quality service delivery.

· Serve as a player-coach by handling client support needs directly as required, while partnering with the team to complete daily tasks, meet deadlines, and ensure a high-quality client experience.

· Manage daily operations of the support team, including resource allocation and performance monitoring across phone, email, and digital channels.

· Monitor phone queues, address escalated client issues, and implement process improvements for enhanced efficiency.

· Train staff on banking products, compliance requirements, and customer service best practices.

· Collaborate with internal departments to resolve client concerns and streamline onboarding procedures.

· Define and continuously improve the client experience by mapping client journeys, documenting standard operating procedures (SOPs) and job aids, and ensuring consistent execution across channels and team members.

· Report on team performance metrics and recommend strategies for continuous improvement.

Requirements

· Bachelor’s degree in business, finance, or related field preferred.

· Previous supervisory experience in a client support or banking environment.

· Strong communication and leadership skills.

· Proficiency with customer support platforms and phone systems.

· Ability to manage multiple priorities and adapt to changing client needs.

Work Environment: This position operates in a fast-paced office setting with frequent interaction via phone, email, and digital support channels. The supervisor is expected to maintain a positive team environment and uphold the bank’s commitment to exceptional client service.

EEO Statement:

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.