PCB Client Support Team Lead - RJ Bank

This is the team lead role responsible for leading, coaching, and motivating client support specialists while ensuring service, operational, performance, policy, and regulatory standards are met. The position monitors daily operations, handles escalated customer issues, supports onboarding and training, prepares reports, and participates in process improvements and system implementations.

Responsibilities

Lead, coach, and develop a team of client support specialists to achieve individual and team performance objectives; Monitor daily operations, including call volume, staffing, schedules, and service levels; Conduct regular coaching sessions, performance reviews, and quality evaluations; Ensure representatives comply with banking regulations, security procedures, and internal policies; Resolve complex customer inquiries, complaints, and escalated issues in a professional and timely manner; Identify training needs and partner with leadership to improve team performance; Support new employee onboarding, mentoring, and ongoing development; Collaborate with other departments to resolve customer issues and improve processes; Promote a culture of customer excellence, accountability, teamwork, and continuous improvement; Prepare operational reports and provide recommendations to management; Participate in projects, process improvements, and system implementations as assigned; Ensure business continuity procedures are followed during operational disruptions

Requirements

Leads and motivates a team by setting clear expectations, fostering accountability, and creating an inclusive, high-performing work environment; Coaches employees through ongoing feedback, performance observations, and development planning to improve individual performance and support career growth; Oversees daily contact center operations by balancing customer demand, service levels, quality standards, and operational priorities to achieve business results; Prioritizes team activities and resources to ensure timely resolution of customer requests while maintaining productivity and service standards; Exercises sound judgment to make timely operational decisions, resolve escalated issues, and balance customer experience, business needs, and organizational risk; Assesses transaction risk by reviewing customer requests, supporting documentation, and applicable policies to ensure compliant, accurate, and appropriate approval decisions; Supports business processes with minimal supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed; General Experience - 13 months to 3 years; National Mortgage License (Any State) - Various State Agencies; Travel - Less than 25%

Benefits

Additional compensation (cash or equity); discretionary bonuses; commissions; medical; dental; vision; life insurance; critical illness insurance; accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); parental leave