Customer Service Representative - Account Opening Team Leader

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

We are seeking a highly motivated and customer focused Team Leader to support our Account Opening Manager and banking teams in handling Commercial and Private Banking accounts.  This role assumes full responsibility for ensuring account opening processes and related client functions are executed efficiently, accurately, and in compliance with regulatory standards and company policy.  This role is ideal for someone who thrives on providing outstanding customer service and is passionate about excellence and teamwork.

• Facilitate the daily account opening process for Commercial and Private Banking clients, ensuring all transactions are handled with precision and professionalism.
• Collect and review KYC documentation to ensure compliance with regulatory and company standards.
• Efficiently manage account opening and maintenance requests using bank’s case management tools and dashboards, prioritizing tasks to meet client expectations and service level agreements (SLAs)
• Conduct quality control reviews of account opening packages to ensure accuracy and adherence to standards.
• Provides coaching and guidance to account opening staff, fostering development and trust in team and service excellence.
• Delivers training sessions and on-the-job coaching to keep the team updated on procedures, regulations, and system enhancements.
• Build strong partnership with internal stakeholders, including relationship managers, bankers, compliance, legal, IT and business operations teams.
• Liaise effectively to manage workloads and ensure seamless, high-touch service experience for both internal and external teams.
• Engage with clients and internal partners through multiple communication channels (e.g. phone, chat, email, and in person) to manage account opening, client requests, day-to-day activities and resolve issues promptly and professionally.
• Apply sound judgement , creativity, positive demeanor and problem solving skills to analyze, manage, address tasks, and challenges effectively.
• Approach assignments with integrity, accountability, and consideration of client needs while upholding the bank’s reputational standards.
• Participate in cross functional projects to improve client on-boarding experiences, optimize workflows, and enhance data integrity.

• Contribute to harmonious and collaborative team culture, supporting organizational goals, one bank one team mindset and continuous improvement efforts.

#LI-Hybrid

Qualifications

• 3-5 years of experience of banking experience, specifically in account opening, onboarding and KYC.
• A passion for delivering exceptional , white glove customer service.
• Proven ability to multitask, prioritize, and manage workload efficiently in a fast-paced environment.
• Bachelor’s degree or equivalent transferable experience.
• Excellent communication, problem solving and interpersonal skills.
• A self-starter mindset with a collaborative approach to achieving team and organizational success.

Compensation

The expected annual salary for this position is between $85,000 and $95,000 at the start of employment. A salary offer is determined on an individualized basis, taking into consideration factors such as an individual’s skills and experience. In addition to base salary, our total rewards package also includes eligibility for an annual bonus, medical, pharmacy, dental, and vision plans, life and disability insurance, employee wellness program, retirement and savings plans with employer contributions, generous holiday and paid time off schedules, parental leave, and tuition reimbursement.

Additional Information

The Bank will make reasonable accommodations to the following employees to allow them to perform the essential functions of their position, except where doing so would result in undue hardship to the Bank:

• Those with a known mental or physical disability.
• Pregnant individuals and/or individual