Client Support Manager

Description:

Join Lake Ridge Bank as a Client Support Manager!  This role is in office 5 days a week with flexibility to have the home office be Evansville or Waunakee!

The Client Support Manager leads the Client Support team to deliver exceptional and consistent client experiences across phone, chat, and digital channels. This role is responsible for driving service excellence, strengthening client relationships, and ensuring efficient operations through strong leadership, performance management, and continuous improvement.

Leadership & Team Development

• Provide direct leadership, coaching, and development to Assistant Manager and the Client Support team.
• Establish and monitor performance expectations, service standards, and productivity goals.
• Implement structured coaching, including regular one-on-ones, performance feedback, and development training. 
• Foster a collaborative, high-performing team environment focused on accountability, engagement, and continuous improvement.
• Conduct call, chat, and interaction reviews to reinforce service quality and elevate client experience. 
• Serve as a role model for professionalism, leadership, and service while reinforcing Lake Ridge Bank’s Mission, Vision, and Values.

Client Relationship Development and Management

• Lead the strategy and execution of client interactions to ensure consistent, high-quality experience across all channels.
• Reinforce service standards and conversation frameworks to strengthen client relationships.
• Identify opportunities to deepen client relationships through relevant products and services.
• Monitor client trends, feedback, and service metrics to continuously improve client experience.
• Partner with internal departments to resolve complex client issues and enhance service delivery.

Operations and Performance Management

• Oversee daily Client Support operations, ensuring efficient workflow and appropriate staffing.
• Manage scheduling and real-time service levels to meet call and client demand. 
• Develop and monitor key performance indicators (KPIs) including service levels, call volume, quality, and client satisfaction. 
• Produce regular reporting with insights, trends, and recommendations to improve performance.
• Ensure compliance with all bank policies, procedures, and regulatory requirements.

Quality Assurance, Reporting and Continuous Improvement

• Lead a structured quality assurance program, including call monitoring and evaluation of service quality, accuracy, and compliance.
• Partner with leaders to ensure consistent coaching, documentation, and follow through. 
• Leverage data and insights to identify performance gaps and drive process improvements
• Support forecasting and planning to align staffing with demand. 

Technology, AI, and Innovation

• Lead adoption and effective use of client support technologies, automation, and AI tools. 
• Utilize available tools and insights to support coaching, quality monitoring, and decision-making.
• Partner with internal teams to evaluate and implement enhancements that improve efficiency and client experience. 

Adhere to all Bank Security/Compliance Regulations

• Complete all annual bank security and compliance training.
• Adhere to Bank Security/compliance and policy guidelines for Retail Department.
• Maintain confidentiality of customer information at all times.
• Stay current on all compliance regulations required through training and education.

Other Responsibilities

• Implement and lead adoption of new processes and improvements.
• Participate in bank and department meetings.
• Represent the bank in professional and community activities.
• Actively participate in training programs to stay updated on industry trends and technologies.
• Partners effectively across all levels of the organization and develop positive working relationships.
• Continually develop knowledge, skills, and abilities through internal and external training programs. 
• Perform all other duties as assigned or requested.

Requirements:

• Associate’s degree in business, Finance, or related field or equivalent experience.
• 5+ years of experience in banking or financial services, including leadership experience.
• Strong knowledge of retail banking products, digital services, and client support operations.
• Demonstrated ability to lead teams, analyze performance metrics, and drive operational improvements.
• Exceptional interpersonal and communication skills to be able to interact and communicate with a diverse group of clients.
• Demonstrated ability to represent the organization in a professional, positive manner.
• Demonstrated problem solving skills with the ability to make independent decisions.
• Strong organizational skills with the ability to prioritize multiple competing tasks and work in a fast-paced environment.
• Strong attention to detail with excellent follow-up skills.
• Advanced computer skills with working knowledge of software programs, such as Word, Excel, Microsoft Outlook and the Internet with ability and willingness to learn new software/programs. 
• Good accounting skills with the ability to work precisely with numbers and financial calculations.
• Capability to maintain confidentiality of customer information.
• Ability to speak, read, write, and understand English clearly.
• Ability to represent the organization in a professional, positive manner.

Preferred Qualifications:

• Bachelor’s degree in business management, Finance, or similar field
• Knowledge of banking regulations and compliance requirements.

Lake Ridge Bank values a diverse workforce and is an Affirmative Action/Equal Opportunity Employer.

Consistent with Lake Ridge Bank's commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bank provides reasonable accommodation to apply for or perform a job. Some examples of reasonable accommodation include alternate methods to apply, providing documents in an alternate format, altering work procedures, specialized equipment or use of an interpreter. If an individual needs reasonable accommodations to apply or perform a job here at Lake Ridge Bank, please contact Human Resources at (608) 849-2700 or email us.

Equal employment opportunity, including veterans and individuals with disabilities.

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