Director of Client Services

Job Purpose:

One of the most valued principles at INSBANK is to provide exceptional service to clients and to create an experience that goes above and beyond that of the traditional banking atmosphere. We believe in having open, honest, and genuine conversations with our clients to make sure we are helping them to make the right financial decisions for their unique situation. This position will require both a passion for helping and interacting with clients, as well as inspiring and coaching a team to execute our service center of excellence standards.

Job Description:

Responsible for leading and mentoring a team of Client Service professionals through continuous learning, transparent feedback, and strong talent development. Maintain a focus on driving process improvements, elevating the client experience, and identifying and fulfilling client needs while also looking to provide additional long-term solutions. Perform and oversee unique client onboarding experience to set the tone for the relationship that is above the standard. Assist with maintaining consistency of internal procedures within the team to ensure accuracy and minimize exceptions. Develop and implement strategies to improve client retention and overall business growth. Must have outstanding communication skills, both verbal and written, and must adhere to the minimum service expectations set out by the bank.

Duties and Responsibilities:

• Develop and maintain strong relationships with clients, and act as the primary point of contact for escalations and complaints.
• Collaborate with other departments to ensure client needs are met and issues are resolved.
• Provide exceptional service to all internal and external customers, exhibiting professional phone and client relations skills, maintaining a high level of information security while supporting the bank’s service expectations.
• Collaborate with the team to create a solid client onboarding strategy to set the stage for a successful and enduring relationship.
• Serve as the subject matter expert on private client services and products.
• Lead by example and manage day-to-day operations and resources for Client Service Team.
• Monitor and improve operational efficiency, productivity and client service.
• Train and mentor Client Service Team to ensure operational consistencies.
• Provide informal feedback on an ongoing basis to supervisor to identify and develop talent.
• Proactively manages and reports on the Certificate of Deposit portfolio and communicates with supervisor on rate and client trends.
• Oversee the professional appearance of the lobby and work areas at all times.
• Other responsibilities as identified by supervisor.

Other Key Job Functions:

• Communicate effectively with Senior Management, Auditors, Vendors, and other bank personnel.
• Adhere to all bank and department personnel policies and procedures.
• Perform other reasonably related job responsibilities as assigned by immediate supervisor and other management as required.

Required Knowledge, Skills and Abilities:

• Five+ years of job-specific banking experience
• Two+ years of managerial and leadership experience, preferably in retail banking
• Superior customer service skills
• Knowledge of various account opening processes including but not limited to Trust’s, Estate’s, IRA’s, business accounts, etc.
• Staffing, planning and people management
• Coaching and developing others
• Promoting process improvement
• Excellent verbal and written communication skills
• Strong organizational and leadership skills
• Ability to maintain strictest level of confidentiality
• Proficient typing and computer navigation skills
• Knowledge of social media and their applications
• Strong work ethic and ability to inspire and motivate others
• High sense of urgency and multi-tasking skills
• Highly organized and detail oriented
• Focus on timely follow-up
• Regular reliable attendance and punctuality are essential functions to this position