Client Support Assistant Manager

Description

Ready to take the next step in your leadership career? As a Client Support Assistant Manager (Waunakee Office), you’ll have the opportunity to lead and develop a talented team while helping deliver exceptional, consistent experiences for our clients across phone, chat, and digital channels. You’ll coach and support associates, help navigate complex client and operational needs, and keep the team running smoothly through thoughtful scheduling, training, and workflow coordination. Just as importantly, you’ll help create a positive, engaging team environment where associates feel supported, recognized, and confident in their work. As new technology, tools, and processes are introduced, you’ll play an important role in helping your team embrace change, understand the “why,” and feel prepared for what’s next. 

Leadership & Team Development

• Provide direct leadership, coaching, and development to Client Support Representatives and Client Support Specialists.
• Partner with the Senior Retail Manager to establish, communicate and monitor performance expectations, service standards, quality measures, and productivity goals.
• Conduct regular one-on-ones, provide prompt performance feedback, and development training to strengthen associate knowledge, confidence, and performance.
• Coordinate onboarding, ongoing training, and development plans for Client Support associates.
• 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.
• Support and promote Lake Ridge Bank’s strategic initiatives. 
• 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

• Support consistent, high-quality, professional client interactions across all channels as well as with internal associates. 
• Reinforce service standards and conversation frameworks to strengthen client relationships.
• Identify opportunities to deepen client relationships through relevant products and services.
• Step in to support the team by resolving escalated and complex client issues and providing guidance to Client Support associates. 
• Partner with internal departments and the Senior Retail Manager to resolve complex client issues and enhance service delivery.

Operations and Performance Management

• Coordinate Client Support’s daily operations and ensure efficient workflow.
• Develop and maintain associate schedules, manage real-time staffing needs, and adjust to meet call and client demand.
• Monitor and analyze key performance indicators (KPIs), including service levels, call volume, quality, productivity, and client satisfaction, and take proper action or recommend improvements based on identified trends.
• Identify and recommend procedural, staffing and workflow improvements that will enhance efficiency, service quality, and client experience. 
• Provide regular reporting and observations to the Senior Retail Manager regarding performance trends, staffing needs, and opportunities for improvement.
• Function as the primary resource for Client Support Representatives and Specialists during daily operations and escalate matters to the Senior Retail Manager when appropriate.
• Ensure compliance with all bank policies, procedures, and regulatory requirements.

Quality Assurance, Reporting and Continuous Improvement

• Support the quality assurance program through call monitoring and evaluation of service quality, accuracy, and compliance.
• Provide timely, specific, and actionable coaching based on quality reviews, document identified development needs and ensure appropriate follow-through.
• Leverage data and associate feedback to identify performance gaps and recommend process or training improvements.
• Assist with forecasting and planning to align schedules and staffing with demand.

Technology, AI, and Innovation

• Champion the adoption and effective use of client support technologies, automation, AI tools, and new processes.
• Help associates understand the purpose, benefits, and client impact of new technology by communicating changes positively and consistently. 
• Utilize available technology, data, and insights to support coaching, training, quality monitoring, workflow management, and daily decision making. 
• Partner with department leadership and internal teams to evaluate, implement, and continuously improve technology solutions that enhance operational efficiency, associate experience, 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 client 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 take part 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.
• 3+ years of experience in banking, financial services, or client support, including experience coaching, training, or providing work direction to others.
• Strong knowledge of retail banking products, digital services, and client support operations.
• Demonstrated ability to coach and develop associates, coordinate schedules and workflow, analyze performance metrics, and support 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 critical thinking skills with the ability to make independent decisions.
• Strong organizational skills with the ability to prioritize multiple competing tasks and work in a demanding 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.