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Client Services Team Manager

Utica, New York

Job Description:

Job Description

Manages a team of 15-20 client service representatives (CSRs). Coaches, trains, develops CSRs in addition to motivating and creating client-focused enthusiasm. May be required to participate in other contact center initiatives. Must be able to work in a high-volume, high-capacity and high-execution environment. Responsible for managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends, and providing feedback and recommendations to site leadership. Executes service level agreements and manages relationships with business partners. Communicates process and procedural changes to meet production deadlines, enhance efficiency and high quality interactions while ensuring adherence to regulatory requirements. Ensures associates have the tools, training and resources to deliver an optimal experience. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments system and financial controls. Possesses the ability/awareness to identify and manage moderate risk situations. Accountable for the successful resolution of all client requests and for overall client satisfaction within the team. May partner with staffing to hire qualified candidates. Responsible for performance reviews to assess strengths and development needs, providing feedback and opportunities for growth. Reports directly to the Client Services Site Leader. Minimum of 2-3 years of customer service leadership or equivalent supervisory experience preferred.

Required skills

  • 1 year of Leadership experience
  • Thorough knowledge of Financial Center products & Services, Bank policies and regulations pertaining to products
  • 1 year Contact Center Experience
  • Accomplished leadership and coaching skills
  • Strong interpersonal and "people" skills
  • Extensive, professional communication skills, both verbal and written
  • Solid customer service experience
  • Self-motivated and able to work independently
  • Accustomed to multi-tasking and time management
  • Knowledge of systems and processes

Desired skills

  • 3 or more years of Leadership experience
  • Strong focus on associate engagement


1:15pm - 10 pm Monday-Friday with rotating weekends

Required to work from the primary work location listed when not in remote operating stance

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work


2nd shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: Yes

Travel: No


Talent Acquisition Contact:

Referral Bonus:

Street Address

Primary Location:
5701 Horatio St, NY, Utica, 13502