Accounts Service Manager (Banking Industry) - Bilingual

The ideal candidate would have experience as a manager or team lead in a Banking Institution supporting international clientele.

Responsibilities

• Lead daily operations of the Client Services Team across all business lines, ensuring effective client interactions, especially in commercial support.
• Oversee Electronic Banking, Live Chats, Call Backs, Cards, Wire Transfers, Account Maintenance, and general client services.
• Manage operational tasks, client data, and support.
• Supervise the team, ensuring adherence to SLAs, goals, and bank policies.
• Coach team members to improve service quality and resolve issues.
• Engage the team in developing and implementing service strategies.
• Ensure compliance with mandatory training and respond to audit requests.
• Support the Bankers and Relationship Manager, Operations departments, and Compliance department.
• Maintain up-to-date procedures, monitor activities, and make performance reports,
• Handle inquiries, ensure customer satisfaction, and adhere to regulations.
• Generate reports to monitor processes and act as a quality gatekeeper.
• Provide knowledge on bank products and ensure AML compliance.

Qualifications

• Bachelor's degree or equivalent experience
• 7+ years' of customer service in the banking industry
• 3+ years of managerial/supervisory experience
• Bilingual English / Spanish
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
• Knowledge of VLOOK, Pivot Table