Support Team Supervisor

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.

• 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.

• 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.

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.

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.