Personal Banking Client Engagement Manager

Accounts•Bedminster, NJ

About The Position

Peapack Private Bank & Trust is a well-recognized, high-performing boutique bank; a leader in wealth, lending and deposit solutions, capable of providing the most sought-after products and services that fulfill all of our clients’ needs. We offer an innovative approach to private banking to help clients establish, maintain and expand their legacy. We are an institution that’s over 100 years old that has always believed in putting the well-being and needs of our employees and our clients first. We are proud to be recognized for the eight consecutive year, by American Banker as one of the ‘Best Bank to Work For’ across the nation. Our secret sauce in one word is our ‘culture’. We value a diverse, equitable, inclusive and safe workspace. Our one-team culture goes to great lengths to show all employees that they are valued members of the team. We treat each other as family, and as such, communicate throughout the Bank in a transparent and frequent manner, respect and value feedback from all levels and operate with a philosophy of hospitality and general human kindness. There are multiple way to build relationships and get involved; from joining one of our Cultural Ambassador Sub-Committees focused on our Wellness, Employee Fun, Diversity & Inclusion, or Environmental Awareness, to involvement in multiple community service activities through our Volunteerism outreach, to joining LIFT (a committee focused on enriching the lives of women - Leading Inspiring Females Together). Said quite simply, the culture is amazing! Position Summary The Personal Banking Engagement Manager leads the Client Contact Center and Employee Banking team while advancing Personal Banking’s digital service strategy. This role is responsible for team leadership, client service delivery, operational performance, and the continued development of digital engagement channels, including Banno Conversations and Boost.ai. The position serves as the business owner for Boost.ai within Personal Banking, overseeing AI training, testing, optimization, governance, and enhancements. In partnership with the Personal Banking Operations Manager, the Engagement Manager uses operational analysis, automation, and process improvement to strengthen service delivery, improve efficiency, and enhance the client experience. Success in this role is demonstrated through strong team and service performance, effective management of digital channels and AI enhancements, accurate analysis and documentation, and the timely execution of projects and process improvements.

Requirements

Five or more years of banking experience, preferably in retail banking, banking operations, contact center operations, or branch support.
Demonstrated commitment to delivering a high-touch client experience grounded in hospitality, responsiveness, professionalism, and personalized service.
Strong analytical, organizational, problem-solving, and attention-to-detail skills.
Excellent written and verbal communication skills, with the ability to work effectively with Financial Centers and cross-functional teams.
Ability to manage multiple priorities, work independently, and exercise appropriate judgment regarding escalation.
Experience with core banking systems, reporting tools, Microsoft Office, and call center technologies, including call routing, workforce management, call recording, and quality assurance platforms.