Responsible for supporting NY Service Manager(s) as escalation point for internal staff as Lead in Customer Support and Account Opening for the Florida Region Banking Team. Primarily assist Service Manager as a player coach with managing the day to day service and delivery workload along with the team, helping to manage deadlines and offering peer coaching to Tier 1 & 2 CSRs located in Florida and NY.Oversee in real-time service workload and progress by utilizing work office tools (e.g. team mailbox, account opening pipeline, SalesForce dashboards etc.) to ensure that the daily processing of customer requests are executed timely, efficiently, and accurately.Serve as intermediary between Relationships Managers and all other departments within the Bank for client service tasks.Responsible for serving as point of contact for the team to provide guidance with escalations, high touch items and quality control of sensitive items/KYC updates.Responsible for guiding account opening staff with monitoring workload to ensure requests are carried out efficiently, accurately, and in compliance with regulatory standards.Effectively utilizes bank applications and case management tools (including dashboards) to prioritize tasks, and monitor progress to meet service level agreements.Reviews account opening packages to ensure it was prepared accurately and effectively to meet internal policies/practices, banking regulations, and compliance requirements.Establishes robust partnerships and works closely with the business, operations, and internal banking teams to effectively liaise, manage workload, contribute to a positive work culture and productivity with a focus on setting the example of white glove experience for our internal and external clients.Conducts training and provides coaching to keep the team updated on procedures, regulations, system enhancements and client communication guidance on call/email handling.Participates in partnering with Service Manager and internal stakeholders in achieving organizational goals, a positive and mature approach of considering what is best for the firm, it’s clients, and employees with a passion for organization and improving client service activities.Responsible to multi-task by assisting clients/internal partners via various methods of communication (e.g. online application, phone, chat, in-person, email etc.)Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues. Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, bank projects, voicemails and emails for both internal partners and external clients to help contribute to our high-touch brand.Self-Starter that consistently approaches their work assignments with integrity, accountability and consideration of the client and banks reputational risk which includes following compliance guidelines and company policies with a high level of care.Team player that participates in internal activities, testing and initiatives aimed at enhancing client experience, data integrity, optimizing workflows, case management processes etc.Participates and collaborates in cross-functional projects aimed at enhancing the client onboarding experience.