Description

The Supervisor of the Client Onboarding and Support team is responsible for leading a team of employees who provide exceptional support to clients throughout their onboarding process and ongoing banking needs. This role ensures a seamless experience for clients by overseeing support activities across multiple channels, including phone queues, email, and online platforms.

About Servbank

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Key Responsibilities:

• Supervise and mentor team members, fostering a client-focused culture and ensuring high-quality service delivery.
• Serve as a player-coach by handling client support and onboarding needs directly as required, while partnering with the team to complete daily tasks, meet deadlines, and ensure a high-quality client experience.
• Manage daily operations of the support team, including resource allocation and performance monitoring across phone, email, and digital channels.
• Oversee client onboarding processes, ensuring timely and accurate completion of documentation and account setup.
• Lead onboarding for complex Treasury Management (TM) clients, coordinating requirements gathering, documentation, product setup, end-to-end testing/UAT, client training, and go-live support with internal partners.
• Oversee the opening of new banking accounts, ensuring accurate completion of applications, customer identification/KYC collection, approvals, and timely account activation.
• Monitor phone queues, address escalated client issues, and implement process improvements for enhanced efficiency.
• Train staff on banking products, compliance requirements, and customer service best practices.
• Collaborate with internal departments to resolve client concerns and streamline onboarding procedures.
• Define and continuously improve the client experience by mapping client journeys, documenting standard operating procedures (SOPs) and job aids, and ensuring consistent execution across channels and team members.
• Report on team performance metrics and recommend strategies for continuous improvement.

Requirements

• Bachelor’s degree in business, finance, or related field preferred.
• Previous supervisory experience in a client support or banking environment.
• Strong communication and leadership skills.
• Proficiency with customer support platforms and phone systems.
• Ability to manage multiple priorities and adapt to changing client needs.

Work Environment: This position operates in a fast-paced office setting with frequent interaction via phone, email, and digital support channels. The supervisor is expected to maintain a positive team environment and uphold the bank’s commitment to exceptional client service.

EEO Statement:

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.