Client Solutions Assistant Manager (Operations)

Bank of Tampa • Tampa, FL

12d

About The Position

The Client Solutions Assistant Manager (internally Operations Assistant Manager) plays a critical leadership role within the Enterprise Payments Operations Department, serving as the primary support function for the Bank’s client contact center. This team is the front line for client service, handling a high volume of inbound calls and service requests related to deposit accounts, bill pay, debit and credit cards, wire transfers, disputes, account maintenance, and other time‑sensitive client needs.

In this role, the Assistant Manager focuses on coaching, training, and developing team members who interact with clients and internal partners daily. They work closely with Management to support day‑to-day workflow, escalations, service quality, and responsiveness, ensuring clients receive accurate, efficient, and professional support. The position also plays a key role in identifying process improvements, increasing service efficiency, supporting product and service enhancements, and maintaining strong operational controls across the department.

The Enterprise Payments Operations Department supports a broad range of client services and operational functions, including but not limited to non‑post and NSF reporting, stop payments, account maintenance and documentation review, research requests, check authentication, dispute servicing, adjustments and collections, hold and dormant account processing, Promontory/IntraFi servicing, Weiland account analysis reporting, end‑of‑day processing, wire transfers, debit and credit card support, remittance processing, mailroom services, limited ACH functions, and various balancing and reconciliation activities.

Requirements

• 3 years working in an Operations, Contact Center or equivalent type of banking role/experience
• Self-motivated and proactive
• Strong verbal and written communication skills

Nice To Haves

• 2-year degree preferably with a business or finance focus
• Previous management or supervisory experience
• Experience working in a banking environment
• Strong core, wires and debit/credit card systems knowledge
• PC proficiency, especially with Microsoft Office suite of products

Responsibilities

• Leads the day-to-day performance of the Client Solutions team, ensuring consistent coverage and execution across inbound calls, tickets/cases, and service requests.
• Coaches, trains, and develops team members to improve service skills, product knowledge, accuracy, and confidence. Providing real-time feedback, side-by-side coaching, and targeted training plans as needed.
• Owns service quality and client experience by reinforcing expected behaviors (professional tone, empathy, accountability, follow-through) and ensuring each interaction reflects the Bank’s culture and standards.
• Drives quality assurance through call/ticket review, error trend identification, and coaching interventions to reduce rework, improve first-contact resolution, and strengthen consistency across the team.
• Manages escalations and complex client issues (debit card, bill pay, wires, disputes, account servicing, research requests), bringing issues to resolution and ensuring timely, accurate follow-up with clients and internal partners.
• Monitors workload and responsiveness (call flow, case queue, aging items, turnaround times) and reallocates resources as needed to maintain service levels and prevent backlogs.
• Serves as the go-to operational and client service resource for bankers and internal partners - helping navigate time-sensitive issues and ensuring proper routing, ownership, and closure.
• Ensures accurate and compliant processing of client service requests and operational transactions, reinforcing controls, documentation requirements, and adherence to policies and procedures.
• Partners with Operations leadership to improve workflows by identifying root causes of recurring issues, recommending process improvements, and implementing efficiencies that reduce client friction and manual effort.
• Maintains and improves team readiness by coordinating cross-training and ensuring up-to-date knowledge across key functions (cards, bill pay, wires, disputes, account maintenance, research, etc.).
• Supports audit and risk management activities by assisting with reporting, record retrieval, control documentation, and timely responses to audit/compliance requests.
• Contributes to departmental communication and enablement by maintaining procedure documentation and developing support materials that help banking offices and internal partners resolve common client issues efficiently.
• Represents Client Solutions/Operations in projects and meetings, supporting product changes, enhancements, and rollouts to ensure smooth implementation and strong frontline adoption.
• Performs advanced operational tasks as needed, including coverage during peak volume, staffing gaps, or high-impact client events—modeling urgency, accuracy, and professionalism.

Benefits

• Eligibility for health, dental, vision, life and disability insurance coverages
• Retirement Plan - 401k with matching
• ESOP- Employee Stock Ownership Plan
• Time away from work – vacation time, sick time and holidays
• Paid parental leave
• Tuition Assistance
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees