Western Alliance Bank Client Care Manager in Phoenix, Arizona

The Client Care Manager (CCM) leads a Treasury Management support department while continuously improving performance and service quality for its clients. Responsible for delivering the call center objective of providing excellent client experience, the CCM also ensures the department is attracting, employing, and developing top talent that positions the organization to be competitive in the banking industry.

Takes a leadership role for the entire call center team by delivering through resolution in a timely manner and within service level agreements. Matches and delivers on all Client Care strategic objectives.

Works closely with advisor and relationship management team members, the relationship management team, the Treasury Management sales team, and the product team to provide feedback on client experiences and system limitations.

The CCM is involved with coaching and counseling team members. Hires and develops a highly talented support organization. Completes and delivers annual performance reviews. Oversees employee scheduling ensuring phone have coverage and bank client’s needs are served. Responsible for handling any escalations of client issues that the Leads or Assistant Manager is unable to resolve.

A minimum of a Bachelor’s degree; relevant work experience may be substituted for education requirement.

Senior banking or financial services management experience required.

10+ years of banking experience required.

Recent call center, treasury management, cash management, and/or payment processing experience required.

Exceptional communication, organization, and time management skills.

Experience with IBS systems (CMS, EZ-Business, E-Manager, CST/Bill Pay, etc) is required.

Req No.: 2018-4368

External Company Name: Western Alliance Bancorporation

External Company URL: www.westernalliancebancorp.com