Location: Plano, TX, United States

Join our dynamic team as a Client Service Lead, where you will play a pivotal role in managing and developing a team of Client Service Account Managers.

 As a Client Service Lead within Payments, you will manage a team dedicated to providing exceptional client-facing support to our Technology clients. You will act as a primary contact, building partnerships to understand client needs and ensuring service excellence. Your role will involve coordinating internally to monitor relationship health and advocate for client satisfaction.

Job responsibilities:

• Manage and develop a team of Client Service Account Managers (CSAM) through hiring, training, and coaching.
• Navigate the organization to achieve outcomes for clients and stakeholders.
• Conduct weekly staff meetings and quarterly check-ins with GCB/Payments Sales partners.
• Act as a customer advocate to enhance service quality across product and operational areas.
• Maintain direct client relationships, resolve issues, and monitor client SLAs.
• Track client requests in real-time and improve case data quality.
• Analyze client data to identify trends and develop long-term strategies.
• Perform quality controls, monitor KPIs, and guide product quality control.
• Serve as a high-level contact with strong product knowledge.
• Ensure processes align with specifications and meet financial and headcount targets.

 

Required qualifications, capabilities and skills:

• Minimum of 5 years of managerial/leadership experience.
• 5 years experience in a Service or Client Relationship focused environment.
• Strong people, project, and risk management skills.
• Comprehensive understanding of Treasury Services products and market knowledge.
• Ability to influence others and drive decisions.
• Negotiation and strategic planning skills.
• Strong oral and written communication skills.
• Multi-tasking, time management, and organizational skills.
• Excellent problem-solving and analytical skills.
• Working knowledge of MS Office and Business Applications.
• Basic understanding and usage of AI and LLM tools.

 

Preferred qualifications, capabilities and skills:

• Experience in fostering a diverse and inclusive environment.
• Ability to perform root cause analysis and guide product enhancements.
• Experience in secure communication protocols such as H2H and API 
• Advanced Treasury Services or Payments product knowledge, particularly Real Time Payments
• Experience with International clients, Multi-Currency and Foreign Exchange 

 

You will manage a team dedicated to providing exceptional client-facing support to our Technology clients.