PCB Client Support Team Lead - RJ Bank

Raymond James•Saint Petersburg, FL

1d•Hybrid

About The Position

The Contact Center Team Lead is responsible for leading and motivating a team of client support specialists to deliver exceptional service while achieving operational and performance goals. This role ensures adherence to banking policies, regulatory requirements, and service standards while fostering a positive, high-performing team environment.

Requirements

Leads and motivates a team by setting clear expectations, fostering accountability, and creating an inclusive, high-performing work environment.
Coaches employees through ongoing feedback, performance observations, and development planning to improve individual performance and support career growth.
Oversees daily contact center operations by balancing customer demand, service levels, quality standards, and operational priorities to achieve business results.
Prioritizes team activities and resources to ensure timely resolution of customer requests while maintaining productivity and service standards.
Exercises sound judgment to make timely operational decisions, resolve escalated issues, and balance customer experience, business needs, and organizational risk.
Assesses transaction risk by reviewing customer requests, supporting documentation, and applicable policies to ensure compliant, accurate, and appropriate approval decisions.
Supports business processes with minimal supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
General Experience - 13 months to 3 years

Nice To Haves

Securities Industry Essentials Exam (SIE) - Financial Industry Regulatory Authority (FINRA)

Responsibilities

Lead, coach, and develop a team of client support specialists to achieve individual and team performance objectives.
Monitor daily operations, including call volume, staffing, schedules, and service levels.
Conduct regular coaching sessions, performance reviews, and quality evaluations.
Ensure representatives comply with banking regulations, security procedures, and internal policies.
Resolve complex customer inquiries, complaints, and escalated issues in a professional and timely manner.
Identify training needs and partner with leadership to improve team performance.
Support new employee onboarding, mentoring, and ongoing development.
Collaborate with other departments to resolve customer issues and improve processes.
Promote a culture of customer excellence, accountability, teamwork, and continuous improvement.
Prepare operational reports and provide recommendations to management.
Participate in projects, process improvements, and system implementations as assigned.
Ensure business continuity procedures are followed during operational disruptions.