Client Support Manager

Join Lake Ridge Bank as a Client Support Manager
! This role is in office 5 days a week with flexibility to have the home office be Evansville or Waunakee!

The Client Support Manager leads the Client Support team to deliver exceptional and consistent client experiences across phone, chat, and digital channels. This role is responsible for driving service excellence, strengthening client relationships, and ensuring efficient operations through strong leadership, performance management, and continuous improvement.

• Provide direct leadership, coaching, and development to Assistant Manager and the Client Support team.
• Establish and monitor performance expectations, service standards, and productivity goals.
• Implement structured coaching, including regular one‑on‑ones, performance feedback, and development training.
• Foster a collaborative, high‑performing team environment focused on accountability, engagement, and continuous improvement.
• Conduct call, chat, and interaction reviews to reinforce service quality and elevate client experience.
• Serve as a role model for professionalism, leadership, and service while reinforcing Lake Ridge Bank's Mission, Vision, and Values.

• Lead the strategy and execution of client interactions to ensure consistent, high‑quality experience across all channels.
• Reinforce service standards and conversation frameworks to strengthen client relationships.
• Identify opportunities to deepen client relationships through relevant products and services.
• Monitor client trends, feedback, and service metrics to continuously improve client experience.
• Partner with internal departments to resolve complex client issues and enhance service delivery.

• Oversee daily Client Support operations, ensuring efficient workflow and appropriate staffing.
• Manage scheduling and real‑time service levels to meet call and client demand.
• Develop and monitor key performance indicators (KPIs) including service levels, call volume, quality, and client satisfaction.
• Produce regular reporting with insights, trends, and recommendations to improve performance.
• Ensure compliance with all bank policies, procedures, and regulatory requirements.

• Lead a structured quality assurance program, including call monitoring and evaluation of service quality, accuracy, and compliance.
• Partner with leaders to ensure consistent coaching, documentation, and follow through.
• Leverage data and insights to identify performance gaps and drive process improvements.
• Support forecasting and planning to align staffing with demand.

• Lead adoption and effective use of client support technologies, automation, and AI tools.
• Utilize available tools and insights to support coaching, quality monitoring, and decision‑making.
• Partner with internal teams to evaluate and implement enhancements that improve efficiency and client experience.

• Complete all annual bank security and compliance training.
• Adhere to Bank Security/compliance and policy guidelines for Retail Department.
• Maintain confidentiality of customer information at all times.
• Stay current on all compliance regulations required through training and education.

• Implement and lead adoption of new processes and improvements.
• Participate in bank and department meetings.
• Represent the bank in professional and community activities.
• Actively participate in training programs to stay updated on industry trends and technologies.
• Partner effectively across all levels of the organization and develop positive working relationships.
• Continually develop knowledge, skills, and abilities through internal and external training programs.
• Perform all other duties as assigned or requested.

• Associate's degree in business, Finance, or related field or equivalent experience.
• 5+ years of experience in banking or financial services, including leadership experience.
• Strong knowledge of retail banking products, digital services, and client support operations.
• Demonstrated ability to lead teams, analyze…