Client Services & Operations Specialist

Leader Bank is looking for exceptionally dedicated team members to join one of the region’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $4.5 billion in assets, more than 400 team members, 7 branch offices, and annual mortgage originations of over $2 billion.

Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.

Summary
We are seeking a highly motivated Client Services & Operations Specialist to support business banking clients, Relationship Managers, and internal operations teams. This role is ideal for someone who enjoys direct client interaction while also being accountable for accurate operational execution, reporting, reconciliation, account maintenance, and continuous improvement.

The successful candidate will serve as a dependable point of contact for client inquiries, help coordinate onboarding and service requests, support back-office account opening and maintenance, and contribute to process improvements that strengthen the client experience and operational efficiency.

Responsibilities

• Client Service & Relationship Support
  • Serve as a primary point of contact for clients and end users via phone, email, and digital channels.
  • Respond to client inquiries related to banking products, accounts, transactions, reporting, and service requests.
  • Support Relationship Managers with portfolio servicing, client follow-up, documentation requests, and issue resolution.
  • Assist with client onboarding by coordinating documentation collection, account setup requirements, and implementation follow-through.
  • Provide clear, professional communication to clients and internal partners, maintaining ownership through resolution.
  • Escalate complex issues appropriately while ensuring clients receive timely updates and a positive service experience.
• Operations & Account Administration
  • Perform back-office account opening, account maintenance, entitlement updates, and related operational support tasks.
  • Complete daily, weekly, and monthly reconciliations accurately and within established deadlines.
  • Maintain accurate client, account, and transaction data across applicable systems.
  • Monitor exception reports, resolve discrepancies, and support operational controls.
  • Prepare and maintain documentation for audits, compliance reviews, and internal quality checks.
  • Manage multiple deadlines and work queues while balancing client-facing and operational priorities.
• Reporting, Analysis & Process Improvement
  • Generate, review, and analyze reports using Excel, SQL, or other reporting tools as needed.
  • Identify trends, recurring issues, and opportunities to improve workflows, service delivery, and data accuracy.
  • Support product enhancements and system changes by sharing client and operational insights.
  • Contribute to automation and efficiency initiatives that reduce manual work, improve controls, and enhance the client journey.
  • Collaborate cross-functionally with Operations, Product, Technology, Compliance, Treasury, and Relationship Management teams.

Qualifications

• Two or more years of experience in banking operations, client service, deposit operations, treasury support, business banking, or a related financial services role.
• Strong client service orientation with the ability to communicate professionally and resolve issues effectively.
• High attention to detail and commitment to accuracy, quality, and follow-through.
• Ability to manage competing priorities, deadlines, and service requests in a fast-paced environment.
• Proficiency with Microsoft Office, especially Excel.
• Strong written and verbal communication skills.
• Preferred Qualifications:
• Experience with business banking.
• Experience with reporting, reconciliations, data analysis, or SQL.
• Familiarity with banking compliance, audit preparation, documentation standards, and operational controls.
• Experience supporting process improvement, workflow automation, or system enhancement initiatives.

Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.

Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.
The base salary range below represents the low and high end of the Leader Bank salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.
Salary Minimum: $70,000.00 - Salary Max: $75,000.00

The range listed is just one component of Leader Bank’s total compensation package for team members. Other rewards may include annual bonuses, commissions, short- and long-term incentives, and program-specific awards. In addition, Leader Bank provides a variety of benefits to eligible team members, including health insurance coverage, a team member wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off and vacation.

Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.
Leader Bank is an E-Verify® participant. * For more information, click on the links below:
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Salary : $70,000 - $75,000