What are the responsibilities and job description for the Customer Service Representative Lead - Hybrid (Fulltime) position at Brandon Consulting Associates?
Our banking client is seeking a highly motivated and customer focused Team Leader to support our Account Opening Manager and banking teams in handling Commercial and Private Banking accounts. This role assumes full responsibility for ensuring account opening processes and related client functions are executed efficiently, accurately, and in compliance with regulatory standards and company policy. This role is ideal for someone who thrives on providing outstanding customer service and is passionate about excellence and teamwork.
- Facilitate the daily account opening process for Commercial and Private Banking clients, ensuring all transactions are handled with precision and professionalism.
- Collect and review KYC documentation to ensure compliance with regulatory and company standards.
- Efficiently manage account opening and maintenance requests using bank's case management tools and dashboards, prioritizing tasks to meet client expectations and service level agreements (SLAs)
- Conduct quality control reviews of account opening packages to ensure accuracy and adherence to standards.
- Provides coaching and guidance to account opening staff, fostering development and trust in team and service excellence.
- Delivers training sessions and on-the-job coaching to keep the team updated on procedures, regulations, and system enhancements.
- Build strong partnership with internal stakeholders, including relationship managers, bankers, compliance, legal, IT and business operations teams.
- Liaise effectively to manage workloads and ensure seamless, high-touch service experience for both internal and external teams.
- Engage with clients and internal partners through multiple communication channels (e.g. phone, chat, email, and in person) to manage account opening, client requests, day-to-day activities and resolve issues promptly and professionally.
- Apply sound judgement , creativity, positive demeanor and problem solving skills to analyze, manage, address tasks, and challenges effectively.
- Approach assignments with integrity, accountability, and consideration of client needs while upholding the bank's reputational standards.
- Participate in cross functional projects to improve client on-boarding experiences, optimize workflows, and enhance data integrity.
- Contribute to harmonious and collaborative team culture, supporting organizational goals, one bank one team mindset and continuous improvement efforts.
Qualifications
