What are the responsibilities and job description for the Client Services Manager position at Northwest Bank?
Description
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Summary: The Client Services Manager is a key middle-management position responsible for leading and supporting customer service, deposit operations and exceptions payment back-office while ensuring regulatory compliance, security integrity, and operational excellence across deposit-related functions. This role directly oversees the administration of deposit systems and products, including Weiland, Teller, BPM and monthly regulatory and operational reporting. The Client Services Manager serves as a critical connector between frontline teams, operations support, compliance, and production.
Requirements
Essential Duties & Responsibilities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit; use hands and talk or hear. The employee is occasionally required to walk; reach with hands and arms and stoop, kneel, crouch, or crawl.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Summary: The Client Services Manager is a key middle-management position responsible for leading and supporting customer service, deposit operations and exceptions payment back-office while ensuring regulatory compliance, security integrity, and operational excellence across deposit-related functions. This role directly oversees the administration of deposit systems and products, including Weiland, Teller, BPM and monthly regulatory and operational reporting. The Client Services Manager serves as a critical connector between frontline teams, operations support, compliance, and production.
Requirements
Essential Duties & Responsibilities
- Perform assigned duties in accordance with the Bank’s Mission, Vision and Core Values; and provide the Bank’s customers with timely, responsive and exceptional service in accordance with the Bank’s customer service standards.
- Support regional customer service manager (RCSM), deposit operations analyst and exception item payment teams to ensure timely and accurate service delivery.
- Promote a strong culture of accountability, operational discipline, and exceptional service.
- Conduct regular coaching/training sessions, team huddles, and performance evaluations.
- Drive change to gain efficiencies using technology.
- Oversee, and working closely with the regional customer service manager, to ensure accurate execution of all deposit account activities, including new account processing, funds availability, check holds, wire transfer processing, and maintenance.
- Act as the escalation point for complex deposit issues, customer complaints, and exception items.
- Ensure smooth coordination with production, branch teams, and online banking support.
- Coordinate updates to product disclosures and customer-facing communications as needed.
- Assist in the maintenance of a Disaster Recovery planning for Deposit Admin supports restoration of essential deposit operations processes.
- Administer and monitor Integrated Teller, BPM, and Weiland (cash management and reconciliation software) for accuracy, access controls, and integration with bank systems.
- Working with RCSM, create campaigns for CS teams to increase in debit card interchange and consumer online banking usage.
- Oversee deposit account security administration, including user entitlement reviews, audit trails, and role-based access control across all systems such as core banking, BPM, Director, and Weiland.
- Partner with CBO, IT Security and Risk to ensure system controls align with data protection and regulatory standards.
- Maintain compliance with federal and state regulations impacting deposit operations:
- Reg E, Reg CC, Reg D, TISA, Inactive/Dormant/Escheatment, BSA/AML, UDAAP
- Conduct routine reviews of deposit processes to detect risk gaps or compliance concerns.
- Participate in audits and regulatory exams, implementing necessary changes and controls in response to findings.
- Compile and distribute monthly reports on deposit product activity, operational performance, exception volumes, account changes, and compliance metrics.
- Ensure timely and accurate submission of reports.
- Identify trends, anomalies, or issues through report analysis and propose action plans to resolve or enhance performance.
- Document and update standard operating procedures (SOPs) related to all aspects of deposit admin operations and system security.
- Participate in projects involving system upgrades, product rollouts, and process optimization related to deposit services.
- Lead or assist in cross-functional task forces focused on enhancing operational efficiency and customer experience.
- Perform other duties as assigned.
- Bachelor’s degree in business administration or finance, or fifteen years equivalent experience
- Minimum 15 years of progressive banking operations experience, including at least 5 years managing multiple operations of customer service teams and managing and negotiating pricing.
- Deep knowledge of deposit regulations, bank security, policies and procedures
- Strong analytical, leadership, and system administration skills.
- Proficient computer skills with collaboration and productivity tools including Windows-based operating systems and office suites (Microsoft Word, Outlook, Excel, PowerPoint); spreadsheet applications to organize data used for advanced data analysis; internet; email; and bank software.
- Proficient in procedure development, understanding in relevant regulatory matters, and risk management practices.
- Effective oral and written communication skills
- Ability to organize and prioritize tasks at an individual level under a variety of conditions and constraints with minimal guidance
- Time management, problem solving, and project management skills
- Knowledge of FiServ Premier, FiServ Weiland, Business Process Manager (BPM) and Teller.
- Able to bring new thoughts and ideas to teams in order to drive efficiency and solutions.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit; use hands and talk or hear. The employee is occasionally required to walk; reach with hands and arms and stoop, kneel, crouch, or crawl.