Client Support Lead

Bridgewater Bank•St Louis Park, MN

About The Position

We are seeking a customer focused and dynamic Client Support Lead to join our Client Support team at Bridgewater Bank. In this role, you will assist the Director of Client Support in managing the Client Support team and providing oversight of daily client communication to ensure the delivery of superior customer service primarily through inbound and internal calls and emails, including digital and mobile channels. They will maintain knowledge and expertise of the bank's core systems to ensure timely, accurate resolution along with ensuring Bridgewater Bank’s responsive expectations are maintained. Picture yourself at one of the Twin Cities’ best places to work, surrounded by people who challenge you, support you, and inspire you to be your best. Welcome to Bridgewater Bank. We’re on a mission to be the finest entrepreneurial bank in the Twin Cities. Like true entrepreneurs, we run fast and lean. We are in constant evolution and the runway for personal and professional growth is long. People are our strength, and that’s why we’ve created and sustained an award-winning culture that promotes growth and celebrates the big and little wins along the way. At the end of the day, we believe competitive salaries, top-tier benefits, a hybrid work model, and transparency into the business is a given. Working together toward something meaningful with people you enjoy, is just a bonus! Will you join us?

Requirements

Three years similar or related client service banking experience.
Superior customer services skills
Excellent organizational, written, and interpersonal communication skills
Exceptional time-management skills with the ability to multi-task and prioritize efficiently to ensure critical deadlines are met
Ability to identify and resolve problems effectively with strong attention to detail
Professional, friendly demeanor

Nice To Haves

Proficient with Microsoft Word, Excel, and Outlook
Knowledge of Fiserv software
College degree preferred

Responsibilities

Provide support to Client Support team to ensure a high-level of client issue resolution and positive client experience is achieved
Maintain awareness of client communications and monitor inbound calls, emails, digital and mobile channel volumes to maintain appropriate support levels.
Manage and develop the Client Support Specialists: conduct performance reviews, 5-5-5's, identify training needs, and assist in career development.
Collaborate with other departments to maintain awareness of potential client issues and communicate updates.
Ensure the team participates in ongoing training to enhance knowledge of bank systems and keep abreast of new or changes in regulations.
Follow all security policies and procedures and report discrepancies or suspicious activity to Director immediately.
Monitor client’s daily support needs, identify and communicate trends to Director.
Identify opportunities to promote interest in Bridgewater Bank’s products and services.
Perform other duties or projects as assigned or needed.
Adhere to Bridgewater’s policies and procedures and maintain up to date on changes to those policies, system functionality and procedures to provide accurate information to clients.