Client Support Manager

Bank of Utah • Ogden, UT

14d • Onsite

About The Position

If our mission statement piques your interest, we encourage you to apply for the currently open position of Client Support Manager to work Monday - Friday at our Branch located at 2605 Washington Blvd. Ogden, UT. This Client Support Manager is responsible for the overall management, performance, and development of the Client Support/Call Center team, including both phone-based support and online chat channels. This role oversees daily operations, vendor and technology management (including phone systems and chat platforms), workforce planning and scheduling, employee training and development, and performance analytics. The Manager is accountable for enhancing the client experience across all support channels, developing team members, and partnering with internal stakeholders supporting client-facing technology and vendors. Ensures consistent, high-quality service delivery for Bank clients across all assigned channels.

Requirements

• Must have a minimum of 5–7 years of call center or client support experience, including prior people management experience.
• Must have demonstrated experience managing multi-channel client support environments, including phone systems and online chat support.
• Must have demonstrated experience managing call center operations, schedules, and performance metrics.
• Must have experience working with third-party vendors and client support software platforms.
• Must have excellent phone, written, and interpersonal communication skills.
• Must be highly organized, detail-oriented, and able to manage multiple priorities simultaneously.
• Must be able to analyze data, trends, and performance statistics to drive coaching, training, and operational improvements.
• Must be able to ensure established policies, procedures, and regulatory requirements are consistently followed.
• Must have strong working knowledge of Microsoft Office and general business systems; ability to quickly learn and leverage new technologies.
• High School Diploma required; Bachelor’s degree preferred or equivalent experience.

Responsibilities

• Provide leadership and direct management to the Client Support/Call Center team, including Client Support Specialists I–IV.
• Oversee daily operations across all client support channels, including phone and online chat, ensuring consistent service levels and a high-quality client experience.
• Develop and manage staffing models, scheduling, and coverage to meet service level expectations across all support channels.
• Manage relationships with Client Support vendors and software providers, including phone systems, call routing tools, and chat platforms; serve as the primary point of contact for system performance, issues, and enhancements.
• Partner with internal teams, including Technology, Payments, Treasury Management, and vendor support, to resolve issues and enhance client-facing tools and support channels.
• Design, deliver, and maintain training programs for the Client Support team, including onboarding, ongoing education, system updates, and service standards for phone and chat interactions.
• Analyze call center and chat performance metrics, quality monitoring results, and system data to identify trends, training needs, and opportunities for improvement.
• Monitor individual and team performance; provide ongoing coaching, feedback, and development to enhance skills, engagement, and career growth.
• Establish and reinforce service standards to ensure a consistent, high-quality client experience across all support channels.
• Identify trends, gaps, and opportunities to drive continuous improvement in client experience, operational efficiency, and team performance.
• Ensure compliance with Bank policies, procedures, and applicable regulations related to client support operations and communication channels.

Benefits

• Great work-life balance, with a Monday-Friday schedule
• Competitive pay and benefits, including medical, dental and vision plans
• 401(k) plan and match up to 5 percent in our employee stock ownership program (eligibility requirements must be met)
• 12 paid bank holidays + paid time off, including paid parental leave
• Volunteer opportunities to make a difference in the communities where you work and live
• Awards and recognition to celebrate you and your colleagues for living the bank's values

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 101-250 employees