Digital Client Support Lead

Bridgewater Bank•St Louis Park, MN

1d•$63,700 - $72,000

About The Position

We are seeking a customer focused and dynamic Digital 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.

Requirements

Three years similar or related client service banking experience.
Proficient with digital banking and chat features
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 the Digital 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 Digital Client Support Specialists: conduct performance reviews, 5-5-5’s, identify training needs, and assist in career development.
Monitor client’s daily support needs, identify and communicate trends to Director.
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 the Director immediately.
Identify opportunities to promote interest in Bridgewater Bank’s products and services.
Perform other duties or projects as assigned or needed to support team
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.