Commercial Card Client Servicing Team Manager
About The Position
The Client Service Team Manager oversees the resolution of escalated and complex service requests related to the day‑to-day support of Commercial Card clients. This role leads a team of Client Service Specialists responsible for managing high‑priority client issues, conducting direct client conversations, documenting cases within the bank’s complaint tracking system, and presenting root‑cause findings to leadership to drive improvements in the overall client experience. The Manager will proactively monitor and elevate client experience metrics, champion continuous improvement initiatives, and act as the primary escalation point for Relationship Managers when complex issues arise. This role is also responsible for aligning broader business expectations across clients and internal partners, supporting revenue objectives, and ensuring execution against key strategic priorities.
Requirements
- Five + years in commercial card issuing and/or financial services.
- Experience in client servicing leadership and escalation management.
- Strong analytical skills.
- Excellent problem solving and quantitative skills
- Strong internal and external communication skills.
- Organizational skills, including ability to prioritize work.
- Must be able to handle fast paced, ever changing work environment.
- Excellent time management skills.
- Attention to detail.
- A team player with proven ability to build strong collaborative relationships with internal partners.
Responsibilities
- Lead, coach, and develop a team of Client Service Specialists, ensuring adherence to standardized operating procedures and compliance requirements while maintaining KPIs and delivering a consistently high‑quality client experience.
- Drive continuous improvement initiatives in collaboration with Product Management, Operations, and Vendor partners to enhance the efficiency and effectiveness of servicing processes.
- Validate and refine client communications, ensuring they address root‑cause issues; support escalated case handling by identifying optimal next steps and resolving client concerns.
- Responsibilities include tracking, analyzing, and reporting root‑cause trends to executive leadership.
- Support client acquisition, cross‑sell, and retention strategies by providing performance tracking, insights, and analysis derived from client escalation trends.
- Analyze and maintain the client portfolio by developing proactive outreach and engagement campaigns that strengthen client relationships and support revenue growth objectives.
- Oversee enhancements to the Digital Servicing Platform, including pricing updates, entry workflow improvements, and platform optimizations.
- Partner effectively with internal stakeholders to assess the performance of third‑party relationships and deliver process‑improvement recommendations that elevate operational efficiency and service quality.
- Develop, document, and maintain operational procedures in collaboration with internal and external partners to enhance the client experience, while partnering with internal audit teams to ensure the safety, soundness, and compliance of business practices.
- Direct and manage third‑party partners to ensure client experience outcomes and revenue performance meet established expectations.
- Collaborate across multiple business functions—including Marketing, Sales, Finance, Technology, Operations, and Compliance—providing leadership, support, and subject‑matter expertise to advance organizational objectives.
- Maintain deep subject‑matter expertise, monitoring trends in client behavior, competitor activity, and regulatory or market shifts that may impact products and service delivery.
- Initiate and conduct research necessary to support servicing projects, client initiatives, and operational improvements.
- Prepare, distribute, and present monthly and quarterly business reviews to direct management and executive leadership, providing insights, performance metrics, and actionable recommendations.
- Assist with client training for escalations originating through third‑party or internal partners, ensuring understanding of processes, tools, and best practices.
- Lead operational readiness efforts for new product launches, partnering with both internal and external teams to ensure seamless integration and execution.
- Support occasional travel requirements to attend industry meetings, conferences, and partner sessions, as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
