Business Services Team Leader

Description

POSITION OVERVIEW:

The Business Services Team Leader plays a key role in allowing our valued clients to see LifeDesign in action. The individual in this role will demonstrate our commitment to helping clients get to where they want to be, by ensuring the client experience remains our team’s top priority, as we assist our business clients. The Business Services Team Leader has responsibilities in the department’s Client Support and Implementation team.  This role entails the management of the Client Support and Implementation staff and reports to the SVP, Director of Business Services.

This position is responsible for all department reporting, including key metrics to senior and executive management, managing compliance reporting, leading conversion projects for the department, development of procedural documentation, other ad hoc requirements as needed.  They will utilize the LifeDesign approach and C.A.R.E. to support the solutions we offer. Ensures the receipt of complete and timely client documentation for the setup of products and services. The Team Leader will have a broad knowledge of our products in order to deliver timely resolution to client needs and concerns.

 PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:
All associates of the Bank, regardless of title or responsibilities, must share a common commitment to creating and expanding the LifeDesign Culture of the Bank through building relationships, providing a seamless client experience at every touch point, ensuring the customers best interests, and increasing customer value at every opportunity.

Business Services Team Leader Responsibilities:

a. Develop department reporting/metrics, (including, but not limited to, reporting fees, revenue, client and overall department growth, client retention) and ongoing tracking

b. Manage Marquis reporting for Business Services, such as the pipeline for deposits and fees, deals won/lost, etc.

c. Develop Lemonade training modules for Business Services

d. Act as the team representative on projects and product rollouts (Core Conversion, system testing for vendor updates)

e. Manage research and reporting for audit and compliance deliverables

f. Create documentation for internal procedures and other tasks as needed

g. Manage the Client Services team with day-to-day oversight and problem resolution

h. Act as a back-up for the Client Services and Implementation team when necessary.

i. Assist the team in meeting deposit and fee revenue goals.

j. Provide the highest level of customer service in a positive, caring, courteous and enthusiastic manner.

k. Interface with other departments (ex. Operations, Commercial and Community Banking teams, etc.) as necessary, to drive client satisfaction.

l. Remain in compliance with all required policies, procedures, and regulatory training. 

m. Other duties as required.

Requirements

POSITION REQUIREMENTS:

· 8+ years of general banking experience. 

· 5+ years of Business Services or related banking experience. 

· An in-depth understanding of the sales, implementation, and servicing process.

· Knowledge of business cash-flow cycles, business operations, Business Services products and services, and ACH rules and regulations (NACHA).

· Top-notch customer service and excellent verbal and written communication skills. 

· Able to prioritize multiple tasks in a fast-paced environment. 

· Advanced computer skills, including Word, Excel, Access, PowerPoint and CRM applications.

· Self-starter who takes initiative and strives to build relationships.

· A college degree in a Business related field of study.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
 

PHYSICAL DEMANDS:
Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Fidelity Bank is an equal opportunity employer.