Customer Service Team Lead

Must-Haves:

• 5+ years of experience in Consumer Digital, Branch Banking Operations, Treasury Management Services, or related banking fields
• High School Diploma required
• Intermediate to advanced knowledge of banking operations
• Deposit operations
• New account opening
• Loan administration
• Treasury management products and services
• Strong written and verbal communication skills
• Advanced business, legal, and technical writing abilities
• Proficiency with Microsoft Office Suite
• Strong problem-solving and root-cause analysis skills
• Experience providing high-level customer service in financial services environments

Plusses:

• Bachelor's Degree in a related field
• Previous leadership or team lead experience
• Sales and service experience with business deposits or treasury management products
• Experience with quality assurance scorecards and performance reviews
• Experience supporting change management initiatives
• Experience evaluating and developing technology solutions

Day-to-Day:

• Serve as a subject matter expert for the Consumer Digital Client Care team
• Handle complex client requests and escalations
• Support clients through the full lifecycle of banking products and services
• Assist team members with banking knowledge, processes, and client solutions
• Manage workflow distribution across the team
• Coordinate cross-training opportunities
• Generate production and performance reporting for leadership
• Ensure service level standards, compliance, audit, and risk requirements are met
• Update and maintain internal call management systems
• Participate in new technology evaluations and implementations
• Review and grade quality assurance scorecards
• Perform dual-control reviews of monthly scorecards
• Support strategic initiatives using data analytics
• Mentor and guide junior team members
• Collaborate with internal departments to improve client satisfaction

Job Description:

Insight Global is seeking a Consumer Digital Team Lead for a top banking client. This individual will act as a subject matter expert supporting consumer digital banking operations and client care activities. The ideal candidate will have strong experience in deposit operations, treasury management, loan servicing, or consumer banking products while providing exceptional client support. This person will partner closely with leadership to oversee workflow distribution, support team development, ensure service-level compliance, and drive operational excellence. The role offers an opportunity to influence strategic initiatives, assist with process improvements, participate in technology enhancement projects, and serve as a key resource for both clients and internal team members within a fast-paced banking environment.