Client Solutions Assistant Manager (Operations)

Position Overview

The Client Solutions Assistant Manager (internally Operations Assistant Manager) plays a critical leadership role within the Enterprise Payments Operations Department, serving as the primary support function for the Bank’s client contact center. This team is the front line for client service, handling a high volume of inbound calls and service requests related to deposit accounts, bill pay, debit and credit cards, wire transfers, disputes, account maintenance, and other time‑sensitive client needs.

In this role, the Assistant Manager focuses on coaching, training, and developing team members who interact with clients and internal partners daily. They work closely with Management to support day‑to‑day workflow, escalations, service quality, and responsiveness, ensuring clients receive accurate, efficient, and professional support. The position also plays a key role in identifying process improvements, increasing service efficiency, supporting product and service enhancements, and maintaining strong operational controls across the department.

The Enterprise Payments Operations Department supports a broad range of client services and operational functions, including but not limited to non‑post and NSF reporting, stop payments, account maintenance and documentation review, research requests, check authentication, dispute servicing, adjustments and collections, hold and dormant account processing, Promontory/IntraFi servicing, Weiland account analysis reporting, end‑of‑day processing, wire transfers, debit and credit card support, remittance processing, mailroom services, limited ACH functions, and various balancing and reconciliation activities.

Primary Duties and Responsibilities

· Leads the day-to-day performance of the Client Solutions team, ensuring consistent coverage and execution across inbound calls, tickets/cases, and service requests.

· Coaches, trains, and develops team members to improve service skills, product knowledge, accuracy, and confidence. Providing real-time feedback, side-by-side coaching, and targeted training plans as needed.

· Owns service quality and client experience by reinforcing expected behaviors (professional tone, empathy, accountability, follow-through) and ensuring each interaction reflects the Bank’s culture and standards.

· Drives quality assurance through call/ticket review, error trend identification, and coaching interventions to reduce rework, improve first-contact resolution, and strengthen consistency across the team.

· Manages escalations and complex client issues (debit card, bill pay, wires, disputes, account servicing, research requests), bringing issues to resolution and ensuring timely, accurate follow-up with clients and internal partners.

· Monitors workload and responsiveness (call flow, case queue, aging items, turnaround times) and reallocates resources as needed to maintain service levels and prevent backlogs.

· Serves as the go-to operational and client service resource for bankers and internal partners - helping navigate time-sensitive issues and ensuring proper routing, ownership, and closure.

· Ensures accurate and compliant processing of client service requests and operational transactions, reinforcing controls, documentation requirements, and adherence to policies and procedures.

· Partners with Operations leadership to improve workflows by identifying root causes of recurring issues, recommending process improvements, and implementing efficiencies that reduce client friction and manual effort.

· Maintains and improves team readiness by coordinating cross-training and ensuring up-to-date knowledge across key functions (cards, bill pay, wires, disputes, account maintenance, research, etc.).

· Supports audit and risk management activities by assisting with reporting, record retrieval, control documentation, and timely responses to audit/compliance requests.

· Contributes to departmental communication and enablement by maintaining procedure documentation and developing support materials that help banking offices and internal partners resolve common client issues efficiently.

· Represents Client Solutions/Operations in projects and meetings, supporting product changes, enhancements, and rollouts to ensure smooth implementation and strong frontline adoption.

· Performs advanced operational tasks as needed, including coverage during peak volume, staffing gaps, or high-impact client events—modeling urgency, accuracy, and professionalism.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Minimum Qualifications

Preferred Qualifications

Attributes for Success

Our Way

Preserve and enhance our culture in which the values of honesty, integrity, confidentiality, trust and respect are the underlying principles by which we work

Make a meaningful difference in our community through our service and financial support

Maintain a safe and sound institution that operates in conformity with the spirit as well as the letter of all applicable laws, rules and regulations, and to maintain open and forthright communication with our regulators

Benefits

You will have the opportunity to participate, subject to the terms and conditions of the respective plans, in a comprehensive package of benefits. As a highlight:

THE BANK OF TAMPA IS AN EQUAL OPPORTUNITY EMPLOYER

A DRUG FREE WORKPLACE

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