Job Information
Eastern Bank Client Service Team Lead in Boston, Massachusetts
The Client Service Team Lead plays a dual role in providing leadership and hands-on support within the client service team. This individual will manage and supervise a team of 5-10 Wealth Management Client Service Associates, ensuring operational excellence, exceptional client service delivery, and alignment with organizational objectives. Additionally, the Assistant Manager will perform senior-level client service duties, supporting Relationship Managers and clients in a high-touch, fast-paced environment.
Leadership & Supervision:
Supervise, mentor, and develop a team of 5-10 Wealth Management Client Service Associates, fostering a culture of collaboration, accountability, and client-centric service.
Conduct regular team meetings to communicate goals, updates, and performance expectations.
Monitor team performance, provide constructive feedback, and address performance issues in collaboration with the Manager of Client Service.
Assist in recruiting, onboarding, and training new client service associates
Client Service & Operations:
Act as an escalation point for complex client inquiries, ensuring timely and accurate resolution.
Oversee daily workflow and task allocation to ensure efficient operations and adherence to service-level agreements.
Support Relationship Managers in addressing client needs, including onboarding, account maintenance, and transaction processing.
Identify and implement process improvements to enhance efficiency and client satisfaction.
Senior Client Service Duties:
Maintain a personal portfolio of high-priority client accounts, providing tailored service and support.
Prepare documentation for client meetings, including account summaries, performance reports, and compliance requirements.
Process account updates, transfers, and other transactions with accuracy and in compliance with regulatory standards.
Ensure proper documentation and adherence to company policies and procedures.
Collaboration & Reporting:
Collaborate with Relationship Managers, Operations, and Compliance teams to ensure seamless client experiences.
Provide regular updates to the Manager of Client Service regarding team performance, client issues, and operational challenges.
Participate in strategy meetings and contribute to the development of client service initiatives.
Education and Experience
Bachelor’s degree in finance, business administration, or a related field (preferred).
5+ years of experience in wealth management, financial services, or a related industry, with at least 2 years in a supervisory or senior client service role.
Skills/Knowledge
Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
Exceptional client service and interpersonal skills, with a client-first mindset.
Proficiency in financial systems and tools, including CRM platforms and portfolio management software.
Excellent organizational skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
Strong problem-solving and critical-thinking abilities.
Knowledge of financial regulations, compliance requirements, and wealth management operations.