Customer Service Team Lead, Consumer Banking

Location: Phoenix, AZ

Are you passionate about delivering exceptional client experiences, mentoring high-performing teams, and driving operational excellence in a digital banking environment? We're looking for a Consumer Digital Team Lead to play a key role in supporting our clients, developing team members, and helping shape the future of digital banking services.

In this role, you'll combine your banking expertise, leadership skills, and problem-solving abilities to ensure clients receive best-in-class support while helping your team achieve success. You'll be a trusted resource for complex client needs, a coach for developing talent, and a strategic partner in improving processes and enhancing the client experience.

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What You'll Do

Lead Client Experience Excellence

• Serve as a subject matter expert for the Consumer Digital Client Care team, resolving complex client inquiries and ensuring a seamless client experience throughout the customer lifecycle.
• Deliver expert guidance on deposit accounts, digital banking services, treasury management products, loan-related requests, and other banking solutions.
• Build strong relationships with clients by providing proactive, responsive, and solution-oriented support.
• Identify opportunities to deepen client relationships and connect clients with products and services that support their financial goals.

Coach and Develop Team Members

• Act as a mentor and resource for team members, sharing banking knowledge and best practices to support professional growth and development.
• Facilitate training and cross-training initiatives to strengthen team capabilities and create operational flexibility.
• Support performance management activities, including coaching, quality reviews, and career development discussions.
• Foster a collaborative, positive, and high-performing team environment.

Drive Operational Success

• Manage workflow distribution and monitor production metrics, turnaround times, and operational performance.
• Ensure the team consistently meets service level expectations for client satisfaction, productivity, quality, risk management, and regulatory compliance.
• Maintain accurate documentation and case management records in accordance with company policies and procedures.
• Perform quality assurance reviews and support scorecard administration to ensure consistent service excellence.

Support Innovation and Strategic Initiatives

• Partner with leadership to execute strategic initiatives that improve client experiences and operational efficiency.
• Provide feedback and participate in the evaluation, testing, and implementation of new technologies and digital solutions.
• Leverage data and client insights to identify trends, improve processes, and support business growth.
• Act as a change champion by helping teams adapt to evolving technologies, products, and operational practices.

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What We're Looking For

Required Qualifications

• 5+ years of experience in Consumer Digital Banking, Retail/Branch Banking Operations, Treasury Management Services, Client Care, or a related financial services environment.
• High School Diploma or equivalent required.
• Strong understanding of banking operations, including deposit operations, account servicing, loan administration, treasury management, and digital banking products.
• Excellent verbal and written communication skills with the ability to explain complex concepts clearly and professionally.
• Proficiency with Microsoft Office Suite.
• Strong analytical, organizational, and problem-solving skills.
• Ability to thrive in a fast-paced environment while managing multiple priorities.

Preferred Qualifications

• Bachelor's degree in Business, Finance, Banking, or a related field.
• Prior team lead, supervisory, or leadership experience.
• Experience coaching and developing team members.
• Knowledge of sales and service strategies related to deposit products, treasury management, or client relationship management.
• Experience participating in process improvement, systems implementations, or digital transformation initiatives.

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Why You'll Love This Opportunity

• Lead and influence a growing digital banking operation.
• Make a direct impact on client satisfaction and business success.
• Mentor and develop future banking professionals.
• Collaborate with leaders on strategic initiatives and innovation.
• Gain exposure to new technologies and evolving digital banking solutions.
• Grow your career with an organization committed to employee development and advancement.

Why This Role Stands Out

• Contract to Perm Role with a growing bank
• Gain exposure to banking operations and digital payment technologies.
• Develop client relationship and problem-solving skills that translate into future career growth opportunities.
• Work closely with cross-functional teams in a collaborative environment.
• Build expertise supporting a specialized payment platform utilized by property management companies and homeowners nationwide.
• Opportunity to make a direct impact on client satisfaction and operational success.
• Onsite in Phoenix, Arizona
• Hourly Payrate: $30-$35