Summary of the Position:
The Client Services Team Lead will support the Private Bank Fulfillment and Closing process and all associated workflows. This position works closely with the full Sales organization along with Portfolio Management, Internal and External Counsel, Compliance, Financial Advisors, and all other authorized parties affiliated with each Private Banking transaction.
Primary Functions of the Position:
- Manages Private Bank Fulfillment and Closing staff, activities, and ongoing modification administration to effectively fulfill requests within stated SLAs and ensure that quality and productivity standards are met. Assists with daily activities when deemed necessary
- Serves as the point of escalation for the team and handles the escalation process throughout its entirety
- Provides day-to-day support and insight to the metrics & performance of the team, and makes proposals to management for changes and improvements to SLA’s
- Responsible for effective coaching and development of staff, coordinating and facilitating training, and developing training materials and procedures for benefit of the team and support of the line of business
- Conducts regularly scheduled on-on-one’s with Team Members. Creates individual development plans and completes annual and intermittent performance reviews. Participates in performance improvement plans when necessary
- Interviews and effectively participates in the selection and onboarding of new team members
- Approves PTO requests for all team members and timecards for any non-exempt employees
- Maintains and develops policies and procedures according to new rules and regulations for both internal and external guidance
- Provides daily workflow and capacity planning solutions for upcoming initiatives
- Responsible for loan (relationship) and modification assignment tracking, and monitoring and curing delinquent loans and modifications
- Maintains strong client engagement and experience throughout the fulfillment and closing phases
- Fosters a culture of continuous improvement (client experience, productivity, and quality) and works closely with other teams within operations and the bank to enhance current processes. Actively participates in and takes ownership of assigned process improvement/ enhancement exercises
- Actively participates in assigned projects and performs other duties as assigned
Education and Experience Requirements:
- Bachelor’s Degree, or equivalent combination of education and experience
- Minimum 5 years of related banking experience, including operations management and/or commercial loan closing administration
- Minimum 2 years of supervisory or leadership experience in current or recently held position preferred
Essential Skills and Abilities:
- Demonstrated knowledge of loan documentation process requirements
- Extensive experience in administering all facets of Fulfillment and Closing activities
- Keen attention to detail and ability to review all aspects of production documents
- Ability to organize and prioritize work assignments in a consistent manner to ensure timely and efficient production
- Exceptional interpersonal, communication and presentation skills
- Ability to motivate the team and exhibit a continuous positive attitude
- Strong work ethic and ability to be self-directed
- Analytical problem-solving capabilities
- Ability to work in a high-energy, fast-paced, team-oriented work environment and adapt quickly to changing priorities
TriState Capital Bank provides equal employment opportunity and advance in employment to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.
TriState Capital Bank is an Equal Opportunity Employer.
