Knowledgent
Banking Assistant Team Lead
at
Knowledgent
Be among the first 25 applicants.
Job Overview The Banking Assistant Team Lead serves as a bridge between the Wealth Solutions Center Team Lead and Service Specialists, providing leadership and support to a small group of Service Specialists while maintaining direct client service responsibilities. This role is designed to develop leadership skills and prepare individuals for higher-level management positions. The Banking Assistant Team Lead will work in a fast-paced, team-oriented environment, ensuring a seamless and integrated service approach for Wealth clients.
Key Responsibilities
Act as a point of contact for a small group of Service Specialists (3-5 team members), providing guidance, mentorship, and support.
Assist the Team Lead in monitoring team performance, ensuring adherence to service level agreements (SLAs), and providing feedback to team members.
Support the onboarding and training of new Service Specialists, helping them develop skills and knowledge.
Provide daily support for junior teammates.
Per Voice of Customer call backs.
Perform quality management on teammate calls.
Respond to client escalation.
Client Service and Problem Resolution
Provide primary service and problem resolution support for the client’s Wealth clients and advisors via phone and electronic service requests.
Address complex client needs and elevate unresolved issues to the Team Lead or appropriate internal partners.
Maintain accurate and detailed documentation for each client interaction.
Process Improvement
Identify trends through data collection and reporting and recommend process improvements to enhance client service delivery.
Participate in small-scale projects to refine processes, products, and services.
Collaboration
Build professional relationships with Wealth advisors, internal partners, and other team members to meet client needs.
Collaborate with the Team Lead to ensure alignment with overall team goals and strategies.
Compliance and Quality Assurance
Ensure personal and team compliance with audit, regulatory, and quality standards.
Assist the Team Lead in monitoring call quality and providing coaching to team members.
Performance Monitoring
Meet and exceed individual performance standards (e.g., quality, productivity, behaviors).
Support the Team Lead in tracking and reporting team performance metrics.
Schedule
Work a flexible schedule as needed by the business, Monday-Friday (8 AM to 8 PM) and (Rotate) Saturday (8 AM to 5 PM).
Be available to be on call for after hours and weekend teammate support and coverage.
Provide Team Lead support on Saturday schedule.
Additional Duties
Perform duties as requested.
Basic Qualifications
Minimum of 3 years’ experience in banking, investments or financial planning.
Minimum of 2 years’ experience in managing or supervising people.
Professional Qualifications
Strong interpersonal, service and relationship management skills.
Strong written and verbal communication skills.
Bachelor’s Degree.
Possess and demonstrate a broad, fundamental understanding of retail bank credit/deposit products.
Experience working with the Affluent/High Net Worth clients.
Demonstrated proficiency in standard computer applications such as Microsoft Office.
Must be SAFE (Mortgage Licensing Act) compliant within 30 days of employment in this role, including new or transfer of registration, and applicable NMLS acceptable background check.
Ability to travel, occasionally overnight.
Strong attention to detail.
Compensation by Location
California: $26.39 to $63.13
Cleveland: $24.42 to $50.48
Colorado: $26.39 to $54.52
District of Columbia: $28.08 to $58.08
Illinois: $24.42 to $54.52
Maryland: $26.39 to $54.52
Massachusetts: $26.39 to $58.08
Minnesota: $26.39 to $54.52
New York/New Jersey: $24.42 to $63.13
Washington: $28.08 to $58.08
Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Equal Opportunity Statement. Accenture is an EEO and affirmative action employer of veterans and individuals with disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the recruiting and hiring process.
#J-18808-Ljbffr
at
Knowledgent
Be among the first 25 applicants.
Job Overview The Banking Assistant Team Lead serves as a bridge between the Wealth Solutions Center Team Lead and Service Specialists, providing leadership and support to a small group of Service Specialists while maintaining direct client service responsibilities. This role is designed to develop leadership skills and prepare individuals for higher-level management positions. The Banking Assistant Team Lead will work in a fast-paced, team-oriented environment, ensuring a seamless and integrated service approach for Wealth clients.
Key Responsibilities
Act as a point of contact for a small group of Service Specialists (3-5 team members), providing guidance, mentorship, and support.
Assist the Team Lead in monitoring team performance, ensuring adherence to service level agreements (SLAs), and providing feedback to team members.
Support the onboarding and training of new Service Specialists, helping them develop skills and knowledge.
Provide daily support for junior teammates.
Per Voice of Customer call backs.
Perform quality management on teammate calls.
Respond to client escalation.
Client Service and Problem Resolution
Provide primary service and problem resolution support for the client’s Wealth clients and advisors via phone and electronic service requests.
Address complex client needs and elevate unresolved issues to the Team Lead or appropriate internal partners.
Maintain accurate and detailed documentation for each client interaction.
Process Improvement
Identify trends through data collection and reporting and recommend process improvements to enhance client service delivery.
Participate in small-scale projects to refine processes, products, and services.
Collaboration
Build professional relationships with Wealth advisors, internal partners, and other team members to meet client needs.
Collaborate with the Team Lead to ensure alignment with overall team goals and strategies.
Compliance and Quality Assurance
Ensure personal and team compliance with audit, regulatory, and quality standards.
Assist the Team Lead in monitoring call quality and providing coaching to team members.
Performance Monitoring
Meet and exceed individual performance standards (e.g., quality, productivity, behaviors).
Support the Team Lead in tracking and reporting team performance metrics.
Schedule
Work a flexible schedule as needed by the business, Monday-Friday (8 AM to 8 PM) and (Rotate) Saturday (8 AM to 5 PM).
Be available to be on call for after hours and weekend teammate support and coverage.
Provide Team Lead support on Saturday schedule.
Additional Duties
Perform duties as requested.
Basic Qualifications
Minimum of 3 years’ experience in banking, investments or financial planning.
Minimum of 2 years’ experience in managing or supervising people.
Professional Qualifications
Strong interpersonal, service and relationship management skills.
Strong written and verbal communication skills.
Bachelor’s Degree.
Possess and demonstrate a broad, fundamental understanding of retail bank credit/deposit products.
Experience working with the Affluent/High Net Worth clients.
Demonstrated proficiency in standard computer applications such as Microsoft Office.
Must be SAFE (Mortgage Licensing Act) compliant within 30 days of employment in this role, including new or transfer of registration, and applicable NMLS acceptable background check.
Ability to travel, occasionally overnight.
Strong attention to detail.
Compensation by Location
California: $26.39 to $63.13
Cleveland: $24.42 to $50.48
Colorado: $26.39 to $54.52
District of Columbia: $28.08 to $58.08
Illinois: $24.42 to $54.52
Maryland: $26.39 to $54.52
Massachusetts: $26.39 to $58.08
Minnesota: $26.39 to $54.52
New York/New Jersey: $24.42 to $63.13
Washington: $28.08 to $58.08
Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Equal Opportunity Statement. Accenture is an EEO and affirmative action employer of veterans and individuals with disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the recruiting and hiring process.
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