Digital Client Support Lead

We are seeking a customer focused and dynamic Digital Client Support Lead to join our Client Support team at Bridgewater Bank.

In this role, you will assist the Director of Client Support in managing the Client Support team and providing oversight of daily client communication to ensure the delivery of superior customer service primarily through inbound and internal calls and emails, including digital and mobile channels. You will maintain knowledge and expertise of the bank’s core systems to ensure timely, accurate resolution, and ensure Bridgewater Bank’s responsive expectations are maintained.

• Provide support to the Digital Client Support team to ensure a high level of client issue resolution and positive client experience is achieved.
• Maintain awareness of client communications and monitor inbound calls, emails, digital and mobile channel volumes to maintain appropriate support levels.
• Manage and develop the Digital Client Support Specialists: conduct performance reviews, 5-5-5’s, identify training needs, and assist in career development.
• Monitor client’s daily support needs, identify and communicate trends to Director.
• Collaborate with other departments to maintain awareness of potential client issues and communicate updates.
• Ensure the team participates in ongoing training to enhance knowledge of bank systems and keep abreast of new or changes in regulations.
• Follow all security policies and procedures and report discrepancies or suspicious activity to the Director immediately.
• Identify opportunities to promote interest in Bridgewater Bank’s products and services.
• Perform other duties or projects as assigned or needed to support team.
• Adhere to Bridgewater’s policies and procedures and maintain up to date on changes to those policies, system functionality and procedures to provide accurate information to clients.

• Three years similar or related client service banking experience.
• Proficient with digital banking and chat features.
• Superior customer service skills.
• Excellent organizational, written, and interpersonal communication skills.
• Exceptional time-management skills with the ability to multi-task and prioritize efficiently to ensure critical deadlines are met.
• Ability to identify and resolve problems effectively with strong attention to detail.
• Professional, friendly demeanor.
• Preferred skills:
  • Proficient with Microsoft Word, Excel, and Outlook.
  • Knowledge of Fiserv software.
  • College degree preferred.

Picture yourself at one of the Twin Cities’ best places to work, surrounded by people who challenge you, support you, and inspire you to be your best. Welcome to Bridgewater Bank.

We’re on a mission to be the finest entrepreneurial bank in the Twin Cities. Like true entrepreneurs, we run fast and lean. We are in constant evolution and the runway for personal and professional growth is long. People are our strength, and that’s why we’ve created and sustained an award-winning culture that promotes growth and celebrates the big and little wins along the way.

At the end of the day, we believe competitive salaries, top-tier benefits, a hybrid work model, and transparency into the business is a given. Working together toward something meaningful with people you enjoy, is just a bonus! Will you join us?

The typical annual base pay range for this role is between $63,700 - $72,000. Compensation may vary based on individual job-related knowledge, skills, expertise, and experience. This position is eligible for a discretionary annual incentive program driven by organization and individual performance.

Bridgewater Bank provides a broad offering of competitive benefits including:

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Parental leave
• 401(k) with employer match
• Paid vacation & paid holidays

The above is intended to describe the general content of and requirements for this position. It is not to be construed as an exhaustive list of duties, responsibilities, or requirements. It is Bridgewater Bank’s policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.

STATUS: Exempt