Client Service Manager

For more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive.

The Client Service Manager oversees a customer service team located in Florida and NY dedicated to providing high-touch customer service, facilitating bank account openings, and serving as a liaison for clients’ transactional, account maintenance and operational requests.  This strategic role acts as the primary escalation point for complex client and operational events, ensuring exceptional service delivery while adhering to compliance and regulatory standards.  The Manager collaborates closely with internal partners to support seamless account opening processes and ensuring “Know Your Customer” (KYC) procedures meet industry standards. A critical focus is fostering a culture of integrity, accountability, and continuous development through strong positive leadership. Incumbent will lead by example demonstrating integrity, accountability, commitment to company values and a positive disposition that encourages employees and compliments our banks culture and transformation mission.

Key Primary Responsibilities:

• Lead and inspire a high-performing team to exceed service and delivery expectations across the external and internal client service sector.
• Acts as a strategic partner in executing IDB’s centralized client service strategy, aligning with organizational goals. 
• Collaborates with fellow Service Managers to ensure optimal customer service coverage, cross- training, and team collaboration across all teams.  All with a focus on the best interests of the firm, it’s clients, and team members.
• Build strong relationships with peers, team members, and Senior Management based on trust, reliability, care and collaboration.
• Utilizes dashboards and performance tools to manage workload distribution, monitor execution metrics, coach areas of opportunity, acknowledge positive trends/great output in execution, and help drive productivity in a harmonious environment that demonstrates professionalism and welcomes creativity for continued development and growth.
• Partners with the team’s Business Analyst to deliver ongoing data driven insights to teams performance (including strengths, areas for improvement, goals, and journey) along with a focus of using team metrics on how we can continue to be creative and evolve by enhancing operational efficiency and optimizing our team workflows and approach.
• Partners with Service Team to help enhance service processes and propose strategic solutions to bring efficiency and consistency across managed client interactions partnering with cross-functional teams (e.g., risk, compliance, technology)
• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues.  Additionally, fosters a culture of encouraging team members to adopt a similar approach.
• Proactively manages the team to effectively handle the timing of communication and response to processing requests, providing instructions, scheduled training, bank projects, voicemails and emails for both internal partners and external clients to help build high-touch brand.
• Provides on-going guidance and training to team members, fostering their development into customer service experts who consistently approach their tasks with integrity, accountability, consider client and bank reputational risk, follow compliance guidelines and company policies with a high level of care.
• Lead or participates in bank wide testing, internal projects, and system/application enhancement initiatives that improve the client/employee experience and overall service delivery.
• Serve as a trusted partner for stakeholders to align operational goals with strategic objectives. Be the primary escalation point for complex client issues, service concerns and internal management matters.
• Actively shares expertise, best practices, and insights with team members to promote continuous learning, development amongst team and professional development.
• Conduct regular one on ones and team meetings to provide guidance, constructive feedback, positive reinforcement and the promotion of a cohesive team dynamic.
• Support team members in their professional development and empower them to become subject matter experts in their role and a strategic approach in evolving the groups delivery including cross training to prepare for the team’s development and coverage efficiencies.

Initial Primary Focus: CSR Function Centralization and Employee Engagement

• Lead the initiative to centralize the Florida Regions selected service groups by ensuring alignment with the bank’s broader strategic goals and existing framework.
• Partner with the Head of Client Services communicating the centralization process, emphasizing benefits for the organization and employees.
• Improved Account Opening and Maintenance submissions and the delivery of reduction of KYC rejection rates
• Act as the primary liaison between leadership and employees to address concerns, gather feedback, and foster buy-in for the CSR centralization.
• Partner with Service Managers to organize and facilitate training sessions, workshops, or communication campaigns to ensure employees become subject matter experts within their Tier 1 or Tier 2 roles, establish internal partners throughout the service groups and lead to encourage a one team approach to share updates to methods and procedures ensuring we continue to remain aligned and consistent in our client service and delivery.
• Monitor and report on the progress of the centralization initiative with the Senior Manager(s), providing regular updates to stakeholders.
• Build a culture of support for CSR by highlighting its importance to employees and encouraging active participation in CSR-related initiatives and events.

• 7-10+ years Customer Service experience in banking or financial services.
• Client-Centric Mindset: Deep commitment to understanding and exceeding client needs.
• Strong understanding of KYC, account opening, and overall regulatory compliance requirements.
• Strategic Vision: Ability to set a compelling direction for client service excellence and drive execution.
• Excellent analytical, problem solving, and decision-making skills. Skilled in using metrics to analyze performance and identify improvement areas.
• Exceptional written/oral communication skills, strong computer skills including Excel, Outlook and Word and other tools.
• Exceptional customer service, organizational, and prioritization skills with a passion for delivering high touch service.
• Proven track record of inspiring, mentoring, and managing high-performing teams with varied responsibilities within the banking industry.
• Demonstrates a strong ability to collaborate effectively with fellow service managers, team members and internal partners, fostering a supportive, and results driven work environment.
• Maintains an open, approachable demeanor, encouraging open communication, mutual respect, and positive team dynamics.
• Demonstrates resilience and composure under pressure, with the ability to adapt swiftly to evolving business priorities and dynamic customer expectations.
• Hebrew speaker is a plus.

Technology Skills:

• Strong technical skills including MS Office: Excel, Word and PowerPoint
• Prior experience with Salesforce and Core Banking systems is beneficial but not required. Other CRM experience is a plus.
• Jack Henry/SilverLake, FiServ banking application experience or similar systems is a plus but not required.

Please note that this role is based in New York requires on-site presence and occasional travel to Florida to further engage and provide support to the customer service team located there. The manager is expected to build a strong cross-location relationship and ensure alignment with service standards and organizational goals.  The Bank also has a hybrid schedule, it is dependent on the position, the hiring manager and business needs. Some roles are required to be 5 days in the office.

Compensation:

The expected annual salary for this position is between $100,000 - $120,000 at the start of employment. A salary offer is determined on an individualized basis, taking into consideration factors such as an individual’s skills and experience. In addition to base salary, our total rewards package also includes eligibility for an annual bonus, medical, pharmacy, dental, and vision plans, life and disability insurance, employee wellness program, retirement and savings plans with employer contributions, generous holiday and paid time off schedules, parental leave, and tuition reimbursement.

The Bank will make reasonable accommodations to the following employees to allow them to perform the essential functions of their position, except where doing so would result in undue hardship to the Bank:

• Those with a known mental or physical disability.
• Pregnant individuals and/or individuals with pregnancy or childbirth-related medical conditions.
• Victims of domestic violence, sex offenses or stalking.
• Employees with religious observance and practice obligations.

Any employee who believes he or she needs an accommodation for any of the above reasons should contact their supervisor or a member of Human Resources to request such an accommodation. In each case, the Bank will engage in a good faith written or oral dialogue concerning the individual’s accommodation needs; potential accommodations that may address the individual’s accommodation needs, including alternatives to a requested accommodation; and the difficulties that such potential accommodations may pose for the employer.

The Bank retains the ultimate discretion to choose the appropriate reasonable accommodation. Upon reaching a final determination at the conclusion of the cooperative dialogue, the Bank will provide the requesting individual with a written final determination identifying any accommodation granted or denied. In addition, the Bank will maintain any information regarding the employee’s request and status in the strictest confidence, except as requested by the employee, as required on a need-to-know basis or as otherwise required by law.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

All your information will be kept confidential according to EEO guidelines.

IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.

IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.

IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.