Associate Director Client Care-Preferred And Small Business Banking

Job Title:

Associate Director Client Care-Preferred and Small Business Banking

Location:

CityScape

What you'll do:

In this role, you'll be responsible for leading a team of contact center managers dedicated to providing exceptional service and tailored financial solutions to clients who choose to interact with the bank virtually, via phone, chat, SMS, and other remote communication methods. Focused on providing service to clients with less than $2MM in revenue and generally less than $250M in deposit balances, Western Alliance Bank's Client Care team serves as a primary point of contact for small business clients, taking ownership of resolving client requests, identifying opportunities for additional business, and maintaining strong operational standards. You will play a critical role in aligning our customer interactions with our business goals, ensuring exceptional customer experiences, contributing to revenue generation, and leading an operationally sound team.

The ideal candidate will work to lead, coach, and manage a team of successful financial professionals capable of identifying opportunities to deepen client relationships through new deposit, treasury, and loan products while working to provide exceptional client service by displaying a strong ownership mentality and resolving client needs.

The Client Care teams will be responsible for using a suite of technology products to interact with clients and perform client-requested account maintenance as well as accurately completing new account applications, TM sales product applications, and lending applications. The teams may also be responsible for performing outbound client outreach during systems outages, or other events requiring proactive client engagement.

The ideal candidate will have a strong background in contact center leadership, as well as financial sales and service leadership with the ability to create new ideas and execute action plans to achieve specified sales and service goals. Additionally, the candidate will possess an outgoing personality and have strong contacts within the industry to help progress the Client Care operating model make recommendations, and help support the implementation of new technologies to improve service and efficiency.

This role will be based in a Western Alliance corporate office and will primarily involve managing in-person teams of individuals in multiple contact center sites across the southwest.

What we are looking for:

• Lead and manage a team of Client Care managers and employees, providing guidance, support, and coaching to improve sales and service delivery, ensuring the team achieves their performance targets and effectively meets client needs.

• Set individual and team goals for common contact center metrics, including daily call volume targets, average handle times, and availability times, as well as loan production, deposit growth, and customer retention goals.

• Drive cross-line-of-business partnerships to deliver the full value of the Western Alliance brand to clients through each of our distribution channels, including leading value-producing partnerships with AmeriHome mortgage, treasury management, and SBA lending and support teams.

• Maintains knowledge of the bank's contact center, core, and ancillary systems and serves as strategic adviser to the direction of the systems that impact contact center operations. Regularly assesses processes to identify feasible opportunities for improvement and efficiencies in the operational areas and offers solutions while also aiming to enhance the customer experience.

• May at times handle and satisfactorily resolve escalated client requests. Drives individual coaching, process improvement, and technology/product enhancement awareness to ensure client satisfaction

• Serve as a process management expert for systems, internal processes, and regulatory requirements and maintain knowledge of and support functions related to deposit and lending activity, anti-money laundering, privacy, loss avoidance, and other operational regulations to ensure that bank operations are carried out in compliance with internal regulations and all applicable local, state and federal laws and regulations.

• Participate in and act as a key contributor to bank-wide transformation projects supporting change focused on improving the employee and client experience through technology. Manages special projects by coordinating, gathering data, providing resolution, and reporting results to executives and others, as appropriate. Interprets performance results, finds opportunities to drive success, and holds others accountable for results.

• Leads and develops a team; responsible for hiring, coaching, performance management, training, and development.

• Ensure policies and procedures are followed for regulatory compliance.

• Maintain a strong knowledge of Western Alliance Bank deposit, lending, and treasury management products and services.

• Stay abreast of changing business trends that impact the financial services and contact center industries and translate those trends into business opportunities.

• Serve as an expert advisor and owner for outsourced customer service and business process management for the enterprise. Able to assess cost-benefit, vendor evaluation and selection, and ongoing service level management.

• Assist in mitigating risk, verifying audit compliance, and procedural quality control through numerous operational reviews. Ensure compliance with established Bank policies, procedures, and state and federal regulations.

What you need to have:

• High School Diploma or equivalent and ten (10) or more years of experience leading contact center sales/service teams

• Strong leadership, coaching, and team management abilities.

• Strong knowledge of small businesses, including general cash-flow cycles by industry, financial statements, credit analysis, and Small Business Administration loan programs.

• Intermediate knowledge of general banking operations, including deposit operations, loan administration, treasury management, and/or other commercial banking products and services.

• Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.

• Intermediate project management and organizational skills; ability to create momentum, foster organizational change, and work with other members of senior management.

• Experience advising business owners on complex credit/lending solutions.

• Strong speaking and writing skills for internal and external audiences.

Benefits you'll love:

We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation