Customer Service Team Lead, Consumer Banking (Phoenix, AZ)

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.

---

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.

---

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.

---

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

If you're a client-focused banking professional who enjoys solving complex challenges, developing people, and driving continuous improvement, we'd love to hear from you.