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Banking Assistant Team Lead
Banking Assistant Team LeadAccenture • Charlotte, NC, US
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Banking Assistant Team Lead

Banking Assistant Team Lead

Accenture • Charlotte, NC, US
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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 coverage
  • Provide Team Lead support on Saturday schedule.
  • Additional Duties :

  • Perform duties as requested
  • Basic Qualifications :

  • Minimum of 3 years' experience in banking, investments or financial planning
  • Minimum of 2 years' experience in managing or supervising people
  • Professional Qualifications :

  • Strong interpersonal, service and relationship management skills
  • Strong written and verbal communication skills
  • Bachelor's Degree
  • Possess and demonstrate a broad, fundamental understanding of retail bank credit / deposit products
  • Experience working with the Affluent / High Net Worth clients
  • Demonstrated proficiency in standard computer applications such as Microsoft Office
  • Must 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 check
  • Ability to travel, occasionally overnight
  • Strong attention to detail
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    Team Lead • Charlotte, NC, US