Banking Assistant Team Lead

The Banking Assistant Team Lead serves as a bridge between the Wealth Solutions Center Team Lead and Service Specialists, providing leadership and support to a small group of Service Specialists while maintaining direct client service responsibilities. This role is designed to develop leadership skills and prepare individuals for higher-level management positions. The Banking Assistant Team Lead will work in a fast-paced, team-oriented environment, ensuring a seamless and integrated service approach for Wealth clients.

Key Responsibilities:

Team Support and Leadership:

• Act as a point of contact for a small group of Service Specialists (3-5 team members), providing guidance, mentorship, and support.

• Assist the Team Lead in monitoring team performance, ensuring adherence to service level agreements (SLAs), and providing feedback to team members.

• Support the onboarding and training of new Service Specialists, helping them develop skills and knowledge.

• Provide daily support for junior teammates.

• Per Voice of Customer call backs.

• Perform quality management on teammate calls.

• Respond to client escalation.

Client Service and Problem Resolution:

• Provide primary service and problem resolution support for the client's Wealth clients and advisors via phone and electronic service requests.

• Address complex client needs and escalate unresolved issues to the Team Lead or appropriate internal partners.

• Maintain accurate and detailed documentation for each client interaction.

Process Improvement:

• Identify trends through data collection and reporting and recommend process improvements to enhance client service delivery.

• Participate in small-scale projects to refine processes, products, and services.

Collaboration:

• Build professional relationships with Wealth advisors, internal partners, and other team members to meet client needs.

• Collaborate with the Team Lead to ensure alignment with overall team goals and strategies.

Compliance and Quality Assurance:

• Ensure personal and team compliance with audit, regulatory, and quality standards.

• Assist the Team Lead in monitoring call quality and providing coaching to team members.

Performance Monitoring:

• Meet and exceed individual performance standards (e.g., quality, productivity, behaviors).

• Support the Team Lead in tracking and reporting team performance metrics.

Schedule:

• Work a flexible schedule as needed by the business, Monday-Friday (8 AM to 8 PM) and (Rotate) Saturday (8 AM to 5 PM).

• Be available to be on call for after hours and weekend teammate support and coverage

• Provide Team Lead support on Saturday schedule.

Additional Duties:

• Perform duties as requested

Basic Qualifications:

• Minimum of 3 years' experience in banking, investments or financial planning

• Minimum of 2 years' experience in managing or supervising people

Professional Qualifications:

• Strong interpersonal, service and relationship management skills

• Strong written and verbal communication skills

• Bachelor's Degree

• Possess and demonstrate a broad, fundamental understanding of retail bank credit/deposit products

• Experience working with the Affluent/High Net Worth clients

• Demonstrated proficiency in standard computer applications such as Microsoft Office

• Must be SAFE (Mortgage Licensing Act) compliant within 30 days of employment in this role, including new or transfer of registration, and applicable NMLS acceptable background check

• Ability to travel, occasionally overnight

• Strong attention to detail

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

The application window for this job will remain open until at least 10/22/2025. However, if this date has passed and this role is still posted, please note we are still accepting applications.

Information on benefits is here.

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