New

Client Care Manager - Preferred & Small Business Banking

Western Alliance Bancorporation
dental insurance, tuition assistance, 401(k)
United States, Arizona, Phoenix
Jan 07, 2025
Job Title: Client Care Manager - Preferred & Small Business Banking Location: CityScape What you'll do: The ideal candidate will work to lead, coach, and manage a team of successful financial professionals capable of identifying opportunities to deepen client relationships through new deposit, treasury, and loan products while working to provide exceptional client service by displaying a strong ownership mentality and resolving client needs. The Client Care teams will be responsible for using a suite of technology products to interact with clients and perform client-requested account maintenance as well as accurately completing new account applications, TM sales product applications, and lending applications. The teams may also be responsible for performing outbound client outreach during systems outages, or other events requiring proactive client engagement. The ideal candidate will have a strong background in contact center leadership, as well as financial sales and service leadership with the ability to create new ideas and execute action plans to achieve specified sales and service goals. Additionally, the candidate will possess an outgoing personality and have strong contacts within the industry to help progress the Client Care operating model make recommendations, and help support the implementation of new technologies to improve service and efficiency. This role will be based in a Western Alliance corporate office and will primarily involve managing in-person teams of individuals in multiple contact center sites across the southwest. Champions best-in-class service by displaying a client-centric solutions mindset, maintaining key SLAs, and remaining flexible with innovation and changes to processes, products, regulations, and priorities. Lead and manage a team of Client Care Specialists, providing guidance, support, and coaching to drive sales and service levels, ensuring the team achieves performance targets while effectively meeting client needs and holding team members accountable. Operationalize key performance indicators and reporting, at the direction of the Associate Director, highlighting team and individual performance. Maintains expert knowledge of the bank's contact center, constantly assessing processes to identify opportunities for improved service levels and efficiencies. Maintains a strong knowledge of Western Alliance Bank deposit, lending, and treasury management products and services. Serve as a subject matter expert for internal processes, systems, products & services, and regulatory requirements to ensure that bank operations are carried out in compliance with internal regulations and all applicable local, state, and federal laws and regulations. Handles and satisfactorily resolves escalated client requests. Drives individual coaching, process improvement, and technology/product enhancement awareness to ensure client satisfaction. Supports leaders on projects by gathering quantitative and qualitative data, implementing solutions, and reporting results back to leadership. Recruits and manages top talent Client Care team members driven to deliver on service strategy. Communicates and interacts across all levels in the organization as well as with external business partners. What you'll need: High school diploma required, bachelor's degree in related field preferred. 6+ years of direct, related experience: Treasury Management Sales, Treasury Management Service, and Branch Banking Operations. Knowledge of general banking operations, including deposit operations, loan administration, treasury management, and/or other commercial banking products and services. Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices. Strong speaking and writing skills for internal and external audiences (ex: sales or leadership) Previous leadership experience preferred. Benefits you'll love: We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career! About the company: Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process. Western Alliance Bancorporation