You are a natural leader. You do what’s right for customers and colleagues and you inspire others to do the same. Join our dynamic Client Support Group (CSG) and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships and is a part of the Specialty Services pillar within the Global Practices Leadership team- Phone Team. 

As an Account Manager I in CSG, you will report to Account Manager II (Team Leader) and/or Account Manager III (People Manager). You will have frequent interaction with internal teams across the firm and with external clients.  In this role, you will serve as a point of contact for inbound client requests related to transactional inquiries or perform outbound high risk callbacks to clients, and assist clients with fraud inquiries. You will also be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, and managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and control guidelines within complex functions and processes, which will involve higher level decision making and empowerments.  You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. And, you will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance. The Client Support Group specializes in providing transactional support for clients and internal partners; performs high-risk callbacks for money movement, signer and security administrator changes for account and product maintenance; and is the client-facing intake support for fraud calls.

Job responsibilities Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team and other lines of business, including developing and delivering executive and external reporting and other communications.   Make informed business decisions using your independent judgement, skill set, experience, and subject matter expertise, in combination with documented policies and procedures, relationships with critical partners, expanded empowerments and increased authority levels, to enhance the performance of the department and business.   Identify and own end-to-end process improvement opportunities, which may include recommending solution(s), developing and maintaining training content, implementing changes, managing process/policy changes, and partnering with the change management leadership team as necessary.                     

Required qualifications, capabilities, and skills

Minimum 3 years of experience in customer service or in the function being managed  Verbal and written communication skills Influencing skills  Change management skills Prioritization skills  Data analysis skills  High School diploma/GED required Preferred qualifications, capabilities, and skills Previous financial industry experience   People management experience   2 years of experience in a call center environment, for call center roles   Work schedule

Work hours will vary within a fulltime, 40 hour per week schedule. You must be willing to work schedules during our operating hours, which may include evenings, weekends and holidays. Specific information will be provided by the recruiter. 

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.

You will be required to attend training onsite, regardless of your work location. Your schedule and work location will be established based on business needs (e.g., working onsite, at your home office, or a combination of both).