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Accounts Service Manager

3 months ago

Miami, United States Ascendo Resources Full time

The ideal candidate would have experience as a manager or team lead in a Banking Institution supporting international clientele.


Responsibilities


  • Lead daily operations of the Client Services Team across all business lines, ensuring effective client interactions, especially in commercial support.
  • Oversee Electronic Banking, Live Chats, Call Backs, Cards, Wire Transfers, Account Maintenance, and general client services.
  • Manage operational tasks, client data, and support.
  • Supervise the team, ensuring adherence to SLAs, goals, and bank policies.
  • Coach team members to improve service quality and resolve issues.
  • Engage the team in developing and implementing service strategies.
  • Ensure compliance with mandatory training and respond to audit requests.
  • Support the Bankers and Relationship Manager, Operations departments, and Compliance department.
  • Maintain up-to-date procedures, monitor activities, and make performance reports,
  • Handle inquiries, ensure customer satisfaction, and adhere to regulations.
  • Generate reports to monitor processes and act as a quality gatekeeper.
  • Provide knowledge on bank products and ensure AML compliance.



Qualifications


  • Bachelor's degree or equivalent experience
  • 7+ years' of customer service in the banking industry
  • 3+ years of managerial/supervisory experience
  • Bilingual English / Spanish
  • Excellent written and verbal communication skills
  • Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
  • Knowledge of VLOOK, Pivot Table