Consumer Digital Banking Team Lead

Western Alliance Bank•Chandler, AZ

1d•Onsite

About The Position

As a Consumer Digital Team Lead, you'll partner with leadership to coach and execute the full client life cycle for clients. You'll promote and exemplify the department's client service and operations philosophy through client interactions. You'll respond to and resolve client requests and provide expert advice and guidance for these clients utilizing products and services such as personal accounts, treasury management, and loans with a particular focus on establishing yourself as an expert in client care services, deposit requests, and technical aspects of client requests. You'll work with internal departments and resources such as the Digital Banker support systems to drive client satisfaction. You'll serve as a resource to more junior members of the team to augment their banking knowledge for more effective work solutions and career growth opportunities. Be a subject matter expert for the Consumer Digital Client Care team by responding to complex client requests and assisting team members to execute the complete client life cycle and achieve client satisfaction. Assist the preferred banking and consumer digital operations team in identifying and capitalizing on opportunities to promote Bank products through analysis of client patterns and needs. Be an expert banker with regard to deposit operations activities and complex technical skills relative to client requests. Manage distribution of work for their designated team, facilitate cross training opportunities, and provide reporting to management on production, turnaround times and other key data points. Ensure the team meets service level standards including sales, customer service, turn-around time, risk management and regulatory compliance, audit soundness, productivity and efficiency. Update internal call management system following procedure and adhering to applicable policy. Participate in evaluation and development of new technology solutions. May also monitor individual team member performance to support their career progression and ensure optimal client support for all client inquiries or requests. Assist leadership in executing strategic business initiatives driven by data analytics. This may require change management techniques with other internal departments and proactively keeping up-to-date with Bank products. May indirectly lead, mentor, and develop other junior members of the team. Quality assurance score card review and grading. Dual control on monthly score cards

Requirements

5+ years of related experience in Consumer Digital, Branch Banking Operations, Treasury Management Service or similar fields.
High school diploma required.
Intermediate to advanced knowledge of general banking operations, including deposit operations, new account opening, loan administration, treasury management and/or other commercial banking products and services.
Intermediate to advanced business, legal, and technical writing ability with a good working knowledge of industry-standard writing specifications.
A self-starter and collaborative teammate with excellent problem-solving skills.
Proactive in understanding the root of an issue and collaborating to consider a wide range of solutions before moving forward.
Entry level to intermediate sales and service experience in business deposits or treasury management products.
Proficiency with MS Office suite.
Advanced speaking and writing communication skills.

Nice To Haves

Bachelor’s degree in related field preferred.
Previous leadership experience preferred.

Responsibilities

Partner with leadership to coach and execute the full client life cycle for clients.
Promote and exemplify the department's client service and operations philosophy through client interactions.
Respond to and resolve client requests and provide expert advice and guidance for these clients utilizing products and services such as personal accounts, treasury management, and loans.
Establish yourself as an expert in client care services, deposit requests, and technical aspects of client requests.
Work with internal departments and resources such as the Digital Banker support systems to drive client satisfaction.
Serve as a resource to more junior members of the team to augment their banking knowledge for more effective work solutions and career growth opportunities.
Be a subject matter expert for the Consumer Digital Client Care team by responding to complex client requests and assisting team members to execute the complete client life cycle and achieve client satisfaction.
Assist the preferred banking and consumer digital operations team in identifying and capitalizing on opportunities to promote Bank products through analysis of client patterns and needs.
Be an expert banker with regard to deposit operations activities and complex technical skills relative to client requests.
Manage distribution of work for their designated team.
Facilitate cross training opportunities.
Provide reporting to management on production, turnaround times and other key data points.
Ensure the team meets service level standards including sales, customer service, turn-around time, risk management and regulatory compliance, audit soundness, productivity and efficiency.
Update internal call management system following procedure and adhering to applicable policy.
Participate in evaluation and development of new technology solutions.
Monitor individual team member performance to support their career progression and ensure optimal client support for all client inquiries or requests.
Assist leadership in executing strategic business initiatives driven by data analytics.
May indirectly lead, mentor, and develop other junior members of the team.
Quality assurance score card review and grading.
Dual control on monthly score cards

Benefits

Competitive salaries
An ownership stake in the company
Medical and dental insurance
Time off
A great 401k matching program
Tuition assistance program
An employee volunteer program
A wellness program
Opportunity to bolster business knowledge
Learning the ins and outs of how successful companies operate and manage their finances
Invaluable hands-on experience to help grow your career