Job DescriptionManager, Customer Service - Financial ServicesLocation: Fayetteville, US
Type: Full-time
SummaryThe Customer Service Manager is responsible for the overall leadership, performance, and strategic direction of the Wealth Management Client Service Center. This role oversees supervisors and client service teams that support wealth management clients, financial advisors, trust officers, and investment professionals. The Manager drives operational excellence, service quality, employee development, process improvement, and regulatory compliance while ensuring an exceptional client experience.
The successful candidate will balance client service delivery, risk management, workforce planning, and business objectives to support the growth and success of the bank's Wealth Management business.
Responsibilities- Manage, develop, and mentor Call Center Supervisors and Client Service teams
- Oversee all day-to-day client service center operations supporting Wealth Management clients
- Ensure delivery of exceptional service to affluent, high-net-worth, trust, and investment clients
- Serve as an escalation point for complex client service issues and sensitive situations
- Collaborate with Wealth Advisors, Portfolio Managers, Trust Officers, Private Bankers, and Operations leaders to enhance service delivery
- Establish departmental goals aligned with Wealth Management and bank objectives
- Analyze key metrics and produce management reporting for senior leadership
- Ensure adherence to all banking regulations, internal policies, privacy standards, and Wealth Management procedures
- Partner with Compliance, Legal, Risk, and Audit teams to address regulatory requirements
- Serve as a key liaison between Wealth Management, Operations, Contact Center leadership, Compliance, Technology, and Retail Banking partners
Eligibility Requirements- Bachelor's degree in Business Administration, Finance, Management, or a related field required
- Master's degree preferred
- 7+ years of customer service, contact center, banking operations, or financial services experience
- 3+ years of leadership experience managing supervisors, managers, or multiple teams
- Experience within Wealth Management, Private Banking, Trust Services, Brokerage Services, or Investment Operations preferred
- Proven leadership and people management skills
- Experience managing service operations through metrics and performance analytics
- Strong business acumen and strategic thinking capabilities
- Excellent communication, presentation, and relationship-building skills
- Knowledge of banking regulations, risk management, and compliance requirements
- Proficiency with CRM systems, workforce management tools, call center platforms, and Microsoft Office applications
How to Apply- Click "Apply Now" to submit your resume through our career site
- Be sure to include any relevant experience that aligns with the role.
- Qualified candidates will be contacted by a member of our recruitment team for next steps
