Associate Manager, Bank Client Services

First Command Financial Services, Inc.•Fort Worth, TX

About The Position

The Bank Client Service Associate Manager supports daily teller operations and helps deliver seamless, consistent, client-centric banking experiences. Reporting to the AVP, Personal Banking, this role is a front-line leader and subject matter expert for teller procedures, banking products, client service standards, operational processes, regulatory requirements, risk controls, and bank systems. The position combines leadership and individual-contributor responsibilities, including workflow oversight, transaction and quality reviews, teller training and coaching, audit support, and resolution of escalated client concerns. The role helps maintain a strong control environment and consistent compliance with policies, procedures, and regulatory requirements. Working with branch leadership, Operations Support, Bank Compliance, Bank Risk & Quality Control, and Internal Audit, the Associate Manager helps identify and mitigate operational risk, maintain process consistency, and support effective controls. The position promotes accountability, operational excellence, continuous improvement, and a high-quality client experience.

Requirements

BA/BS in a related field or equivalent professional experience.
5–7 years of experience in financial services, banking, or customer service.
3–5 years of leadership experience, with a focus on team coaching and development.
Prior client-facing banking experience is required.
Strong client service, leadership, and coaching skills, including the ability to develop team members, support onboarding and training, resolve escalated client concerns, and foster a high-performing team environment.
Comprehensive knowledge of banking products, teller operations, transaction processing, compliance requirements, risk controls, fraud prevention, and regulatory standards.
Ability to apply policies and procedures with sound judgment while maintaining operational accuracy, compliance, and effective risk management.
Excellent communication, interpersonal, organizational, and problem-solving skills.
Ability to manage multiple priorities, identify process improvements, and perform effectively in a fast-paced environment.
Strong attention to detail, accuracy, documentation, balancing, confidentiality, and operational excellence.
Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.

Nice To Haves

Experience handling escalated client situations and complex transactions.
Working knowledge of Jack Henry and SilverLake systems.

Responsibilities

Serve as a First Command brand ambassador and promote value-driven leadership.
Support daily teller and branch operations as both a leader and individual contributor.
Guide, coach, and support tellers during client transactions and service interactions.
Serve as a subject matter expert on teller procedures, banking products, systems, policies, and client service expectations.
Assist leadership with daily workflow, teller balancing, transaction volumes, and service priorities.
Resolve escalated issues from clients, financial advisors, and coworkers promptly and professionally.
Ensure policies, procedures, and regulatory requirements are followed consistently to support a strong control environment.
Review and/or approve large transactions in a timely manner and apply authorized limits appropriately.
Verify the accuracy and completion of daily logs, balancing records, transaction documentation, and operational reports.
Stay current on fraud trends and identify and escalate potential fraud, suspicious activity, operational risk, or process concerns.
Assist in training new tellers and developing existing team members through training, mentoring, coaching, and performance feedback.
Provide in-the-moment coaching and feedback on service standards, accuracy, compliance, and operational excellence.
Assist with quality reviews of teller transactions, client interactions, and service expectations.
Ensure key procedures, job aids, and operational documents are reviewed and updated on schedule.
Partner with Quality Control, Compliance, Risk, Internal Audit, and leadership to help ensure teller processes operate as expected.
Support initiatives and projects that improve the client experience, operational efficiency, or risk reduction.
Apply bank policies, procedures, regulations, and approved exceptions with sound judgment.
Manage multiple priorities in a fast-paced environment while maintaining accuracy, professionalism, and attention to detail.
Monitor completion of required audits and support continuous improvement in compliance, operational efficiency, and teller operations.
Support client adoption of alternative banking channels and help deliver a seamless, compliant banking experience.
Manage confidential and sensitive information appropriately.