SUMMARY: This position plays a pivotal role in ensuring the highest level of satisfaction for our valued clients. Lead and manage the client support team, fostering a customer-centric culture while maintaining a deep understanding of banking products, services, and operations. Possess strong leadership skills, excellent communication abilities, and a passion for delivering top-notch client support. Performs other related duties as necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Lead, motivate, and mentor the client support team to achieve performance goals and maintain a positive work environment.

Conduct regular training sessions to enhance team members' product knowledge, communication skills, and problem-solving abilities.

Communicate effectively with clients, providing updates on relevant banking services, products, and changes.

Build and maintain strong relationships with key clients, ensuring a deep understanding of their needs and expectations.

Act as the primary point of contact for escalated client issues and provide timely and effective resolutions.

Oversee the resolution of client issues, working closely with internal departments to ensure timely and accurate solutions.

Analyze trends in client issues and implement proactive measures to prevent recurrence.

Continuously assess and enhance client support processes to streamline operations and improve overall efficiency.

Collaborate with cross-functional departments to implement system upgrades and enhancements to meet client expectations.

Establish and monitor key performance indicators (KPIs) for the client support team, tracking progress and implementing corrective actions as needed.

Prepare regular reports on client support metrics and present findings to senior management.

Ensure adherence to regulatory guidelines and internal policies in all client interactions.

Conduct quality assurance checks on client support activities to maintain high service standards.

Stay updated on industry trends and changes in banking regulations to ensure team members are well-informed.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 

Bachelor degree in Business, Finance, or a related field. Minimum eight years of proven experience in client support or relationship management within the banking industry. Strong leadership and team management skills. Excellent communication and interpersonal abilities. In-depth knowledge of banking products and services. Analytical mindset with the ability to identify and solve complex problems. Knowledge of regulatory requirements in the banking sector.

All candidates for hire will undergo a credit and criminal background check. Only qualified candidates will be contacted.

Grove Bank & Trust is a drug-free workplace and an AA/Equal Opportunity Employer - Minorities/Female/Veteran/Disability.