Client Services & Operations Specialist

Job DetailsJob Location: Corporate 180 - Arlington, MA 02474Position Type: Full TimeSalary Range: $70,000.00 - $75,000.00 SalaryLeader Bank is looking for exceptionally dedicated team members to join one of the region’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $4.5 billion in assets, more than 400 team members, 7 branch offices, and annual mortgage originations of over $2 billion.


Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.

 

Summary
We are seeking a highly motivated Client Services & Operations Specialist to support business banking clients, Relationship Managers, and internal operations teams. This role is ideal for someone who enjoys direct client interaction while also being accountable for accurate operational execution, reporting, reconciliation, account maintenance, and continuous improvement.


The successful candidate will serve as a dependable point of contact for client inquiries, help coordinate onboarding and service requests, support back-office account opening and maintenance, and contribute to process improvements that strengthen the client experience and operational efficiency.


Responsibilities


Client Service & Relationship Support

Serve as a primary point of contact for clients and end users via phone, email, and digital channels.
Respond to client inquiries related to banking products, accounts, transactions, reporting, and service requests.
Support Relationship Managers with portfolio servicing, client follow-up, documentation requests, and issue resolution.
Assist with client onboarding by coordinating documentation collection, account setup requirements, and implementation follow-through.
Provide clear, professional communication to clients and internal partners, maintaining ownership through resolution.
Escalate complex issues appropriately while ensuring clients receive timely updates and a positive service experience.


Operations & Account Administration

Perform back-office account opening, account maintenance, entitlement updates, and related operational support tasks.
Complete daily, weekly, and monthly reconciliations accurately and within established deadlines.
Maintain accurate client, account, and transaction data across applicable systems.
Monitor exception reports, resolve discrepancies, and support operational controls.
Prepare and maintain documentation for audits, compliance reviews, and internal quality checks.
Manage multiple deadlines and work queues while balancing client-facing and operational priorities.


Reporting, Analysis & Process Improvement

Generate, review, and analyze reports using Excel, SQL, or other reporting tools as needed.
Identify trends, recurring issues, and opportunities to improve workflows, service delivery, and data accuracy.
Support product enhancements and system changes by sharing client and operational insights.
Contribute to automation and efficiency initiatives that reduce manual work, improve controls, and enhance the client journey.
Collaborate cross-functionally with Operations, Product, Technology, Compliance, Treasury, and Relationship Management teams.




Qualifications


Two or more years of experience in banking operations, client service, deposit operations, treasury support, business banking, or a related financial services role.
Strong client service orientation with the ability to communicate professionally and resolve issues effectively.
High attention to detail and commitment to accuracy, quality, and follow-through.
Ability to manage competing priorities, deadlines, and service requests in a fast-paced environment.
Proficiency with Microsoft Office, especially Excel.
Strong written and verbal communication skills.
Preferred Qualifications:
Experience with business banking.
Experience with reporting, reconciliations, data analysis, or SQL.
Familiarity with banking compliance, audit preparation, documentation standards, and operational controls.
Experience supporting process improvement, workflow automation, or system enhancement initiatives.


 

Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunit