Client Services Operations Manager

2 weeks ago


Miami, Florida, United States Ascendo Resources Full time

The perfect candidate will possess a robust background in leadership roles within a financial institution, particularly in servicing global clients.

Key Responsibilities

  • Direct the daily functions of the Client Services Team across various sectors, ensuring high-quality client engagement, particularly in commercial support.
  • Supervise Electronic Banking, Live Chats, Call Backs, Cards, Wire Transfers, Account Maintenance, and overall client assistance.
  • Oversee operational duties, client information management, and support services.
  • Lead the team, ensuring compliance with service level agreements, objectives, and institutional policies.
  • Mentor team members to enhance service delivery and troubleshoot challenges.
  • Involve the team in crafting and executing service improvement strategies.
  • Guarantee adherence to mandatory training requirements and address audit inquiries.
  • Assist Bankers, Relationship Managers, Operations, and Compliance teams.
  • Keep procedures current, track activities, and prepare performance reports.
  • Address client inquiries, ensure satisfaction, and comply with regulations.
  • Create reports to evaluate processes and serve as a quality assurance gatekeeper.
  • Provide insights on banking products and ensure compliance with anti-money laundering regulations.

Required Qualifications

  • Bachelor's degree or equivalent professional experience
  • 7+ years of experience in customer service within the banking sector
  • 3+ years of experience in a managerial or supervisory capacity
  • Bilingual in English and Spanish
  • Exceptional written and verbal communication abilities
  • Proficient in Microsoft Office applications (Outlook, Excel, Word, PowerPoint, etc.)
  • Familiarity with VLOOKUP and Pivot Tables


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