Client Service Manager

Company Description

For more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive.

Job Description

The Client Service Manager oversees a customer service team located in Florida and NY dedicated to providing high-touch customer service, facilitating bank account openings, and serving as a liaison for clients’ transactional, account maintenance and operational requests.  This strategic role acts as the primary escalation point for complex client and operational events, ensuring exceptional service delivery while adhering to compliance and regulatory standards.  The Manager collaborates closely with internal partners to support seamless account opening processes and ensuring “Know Your Customer” (KYC) procedures meet industry standards. A critical focus is fostering a culture of integrity, accountability, and continuous development through strong positive leadership. Incumbent will lead by example demonstrating integrity, accountability, commitment to company values and a positive disposition that encourages employees and compliments our banks culture and transformation mission.

Key Primary Responsibilities:

• Lead and inspire a high-performing team to exceed service and delivery expectations across the external and internal client service sector.
• Acts as a strategic partner in executing IDB’s centralized client service strategy, aligning with organizational goals. 
• Collaborates with fellow Service Managers to ensure optimal customer service coverage, cross- training, and team collaboration across all teams.  All with a focus on the best interests of the firm, it’s clients, and team members.
• Build strong relationships with peers, team members, and Senior Management based on trust, reliability, care and collaboration.
• Utilizes dashboards and performance tools to manage workload distribution, monitor execution metrics, coach areas of opportunity, acknowledge positive trends/great output in execution, and help drive productivity in a harmonious environment that demonstrates professionalism and welcomes creativity for continued development and growth.
• Partners with the team’s Business Analyst to deliver ongoing data driven insights to teams performance (including strengths, areas for improvement, goals, and journey) along with a focus of using team metrics on how we can continue to be creative and evolve by enhancing operational efficiency and optimizing our team workflows and approach.
• Partners with Service Team to help enhance service processes and propose strategic solutions to bring efficiency and consistency across managed client interactions partnering with cross-functional teams (e.g., risk, compliance, technology)
• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues.  Additionally, fosters a culture of encouraging team members to adopt a similar approach.
• Proactively manages the team to effectively handle the timing of communication and response to processing requests, providing instructions, scheduled training, bank projects, voicemails and emails for both internal partners and external clients to help build high-touch brand.
• Provides on-going guidance and training to team members, fostering their development into customer service experts who consistently approach their tasks with integrity, accountability, consider client and bank reputational risk, follow compliance guidelines and company policies with a high level of care.
• Lead or participates in bank wide testing, internal projects, and system/application enhancement initiatives that improve the client/employee experience and overall service delivery.
• Serve as a trusted partner for stakeholders to align operational goals with strategic objectives. Be the primary escalation point for complex client issues, service concerns and internal management matters.
• Actively shares expertise, best practices, and insights with team members to promote continuous learning, development amongst team and professional development.
• Conduct regular one on ones and team meetings to pr