Banking Assistant Team Lead
The Banking Assistant Team Lead serves as a bridge between the Wealth Solutions Center Team Lead and Service Specialists, providing leadership and support to a small group of Service Specialists while maintaining direct client service responsibilities. This role is designed to develop leadership skills and prepare individuals for higher-level management positions. The Banking Assistant Team Lead will work in a fast-paced, team-oriented environment, ensuring a seamless and integrated service approach for Wealth clients.
Key Responsibilities :
Team Support and Leadership :
- Act as a point of contact for a small group of Service Specialists (3-5 team members), providing guidance, mentorship, and support.
- Assist the Team Lead in monitoring team performance, ensuring adherence to service level agreements (SLAs), and providing feedback to team members.
- Support the onboarding and training of new Service Specialists, helping them develop skills and knowledge.
- Provide daily support for junior teammates.
- Per Voice of Customer call backs.
- Perform quality management on teammate calls.
- Respond to client escalation.
Client Service and Problem Resolution :
Provide primary service and problem resolution support for the client's Wealth clients and advisors via phone and electronic service requests.Address complex client needs and escalate unresolved issues to the Team Lead or appropriate internal partners.Maintain accurate and detailed documentation for each client interaction.Process Improvement :
Identify trends through data collection and reporting and recommend process improvements to enhance client service delivery.Participate in small-scale projects to refine processes, products, and services.Collaboration :
Build professional relationships with Wealth advisors, internal partners, and other team members to meet client needs.Collaborate with the Team Lead to ensure alignment with overall team goals and strategies.Compliance and Quality Assurance :
Ensure personal and team compliance with audit, regulatory, and quality standards.Assist the Team Lead in monitoring call quality and providing coaching to team members.Performance Monitoring :
Meet and exceed individual performance standards (e.g., quality, productivity, behaviors).Support the Team Lead in tracking and reporting team performance metrics.Schedule :
Work a flexible schedule as needed by the business, Monday-Friday (8 AM to 8 PM) and (Rotate) Saturday (8 AM to 5 PM).Be available to be on call for after hours and weekend teammate support and coverageProvide Team Lead support on Saturday schedule.Additional Duties :
Perform duties as requestedBasic Qualifications :
Minimum of 3 years' experience in banking, investments or financial planningMinimum of 2 years' experience in managing or supervising peopleProfessional Qualifications :
Strong interpersonal, service and relationship management skillsStrong written and verbal communication skillsBachelor's DegreePossess and demonstrate a broad, fundamental understanding of retail bank credit / deposit productsExperience working with the Affluent / High Net Worth clientsDemonstrated proficiency in standard computer applications such as Microsoft OfficeMust be SAFE (Mortgage Licensing Act) compliant within 30 days of employment in this role, including new or transfer of registration, and applicable NMLS acceptable background checkAbility to travel, occasionally overnightStrong attention to detail