Client Services Manager

Leader Bank is looking for exceptionally dedicated team members to join one of the region's fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become of the most successful banks in Massachusetts with more than $4 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $2 billion.
Exemplary products and an innovative spirit have driven Leader Bank's rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always be improving our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.
Summary
The Client Services Manager ensures a seamless client experience by managing service delivery, resolving complex issues, and leveraging technology to enhance operational efficiency. The Client Services Manager will lead efforts to implement strategies to improve the overall client experience.
Responsibilities

• Serve as the primary point of contact for clients, ensuring exceptional service and satisfaction.
• Manage and resolve client inquiries, complaints, and service requests with professionalism and urgency.
• Collaborate with internal teams (Loan Servicing, Retail, Deposit Operations, IT, & Compliance) to streamline client experience.
• Utilize banking systems and CRM platforms to track client interactions, analyze trends, and generate reports.
• Identify opportunities to improve service delivery through automation, data analysis, and process optimization.
• Train and mentor team members and leads, fostering a culture of excellence and continuous improvement.
• Ensure compliance with banking regulations, internal policies, and risk management protocols.
• Participate in cross-functional projects aimed at enhancing the client experience and operational efficiency.

Qualifications

• Bachelor's degree in business, Finance, or a related field preferred.
• Minimum 3 years of experience in banking or financial services, preferably in a client-facing role.
• 2 years of experience managing teams.
• Strong technical skills, including proficiency in CRM systems, banking software, and data analysis tools (e.g., Excel)
• Excellent communication, problem-solving, and interpersonal skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented with a strong commitment to accuracy and client satisfaction.

Leader Bank offers an excellent compensation and benefits package including: 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.
Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.
Leader Bank is an E-Verify® participant.* For more information, click on the links below:
https://www.e-verify.gov/sites/default/files/everify/images/manuals/EVParticipationPoster.JPG
https://www.e-verify.gov/sites/default/files/everify/images/manuals/IERPoster.jpg
* E-Verify® is a registered trademark of U.S. Department of Homeland Security