PCB Client Support Team Lead - RJ Bank

Job Description Summary This is the team lead role responsible for leading, coaching, and motivating client support specialists while ensuring service, operational, performance, policy, and regulatory standards are met. The position monitors daily operations, handles escalated customer issues, supports onboarding and training, prepares reports, and participates in process improvements and system implementations.

Job Description

Responsibilities

Lead, coach, and develop a team of client support specialists to achieve individual and team performance objectives.

Monitor daily operations, including call volume, staffing, schedules, and service levels.

Conduct regular coaching sessions, performance reviews, and quality evaluations.

Ensure representatives comply with banking regulations, security procedures, and internal policies.

Resolve complex customer inquiries, complaints, and escalated issues in a professional and timely manner.

Identify training needs and partner with leadership to improve team performance.

Support new employee onboarding, mentoring, and ongoing development.

Collaborate with other departments to resolve customer issues and improve processes.

Promote a culture of customer excellence, accountability, teamwork, and continuous improvement.

Prepare operational reports and provide recommendations to management.

Participate in projects, process improvements, and system implementations as assigned.

Ensure business continuity procedures are followed during operational disruptions

Skills

Leads and motivates a team by setting clear expectations, fostering accountability, and creating an inclusive, high-performing work environment.

Coaches employees through ongoing feedback, performance observations, and development planning to improve individual performance and support career growth.

Oversees daily contact center operations by balancing customer demand, service levels, quality standards, and operational priorities to achieve business results.

Prioritizes team activities and resources to ensure timely resolution of customer requests while maintaining productivity and service standards.

Exercises sound judgment to make timely operational decisions, resolve escalated issues, and balance customer experience, business needs, and organizational risk.

Assesses transaction risk by reviewing customer requests, supporting documentation, and applicable policies to ensure compliant, accurate, and appropriate approval decisions.

Supports business processes with minimal supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.

SIE NOT REQUIRED

Education

Work Experience

General Experience - 13 months to 3 years

Certifications

National Mortgage License (Any State) - Various State Agencies

Travel Less than 25%

Workstyle Hybrid

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status. To details of the benefits offered, visit Myrjbenefits.com.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. We expect our associates at all levels to: • Grow professionally and inspire others to do the same • Work with and through others to achieve desired outcomes • Make prompt, pragmatic choices and act with the client in mind • Take ownership and hold themselves and others accountable for delivering results that matter • Contribute to the continuous evolution of the firm

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