Manager, Client Communications

Position Summary

The Manager, Client Communications, owns Accordia Bank's centralized digital client communication channels, beginning with the Bank's live chat channel and customer care email inbox. This role is accountable for ensuring that every incoming client communication is acknowledged quickly, routed to the correct department or specialist, tracked through resolution, and closed out with the client. The Manager builds and maintains the tools, workflows, and standards - including a ticketing system and AI-assisted response capabilities - that make fast, consistent, and personal service possible across business hours and beyond.

This position is the foundation of Accordia Bank's client communications function. Over time, the role is expected to expand to include ownership of the Bank's primary incoming phone line, growing into a small, dedicated team without adopting the structure or feel of a traditional call center. The Manager is a key partner to branch and department leaders in preserving Accordia Bank's community banking culture as client communication channels are centralized and modernized.

Key Responsibilities

• Serve as the primary owner of the Bank's live chat channel and the customercare email inbox, ensuring every inquiry is acknowledged promptly and handled to completion.
• Triage incoming chat and email communications, resolving routine account and service questions directly and routing specialized or complex inquiries to the appropriate department, team, or branch.
• Use a ticketing system to log, track, and follow up on every client's communication, ensuring nothing is left unresolved and that clients receive timely closure on their requests.
• Establish and monitor response-time standards, escalation paths, and quality expectations for written and chat-based client communications.
• Evaluate, implement, and continuously refine AI-assisted response tools to support faster initial responses - including during off-hours - while preserving Accordia Bank's personal, community-bank tone.
• Partner with branch personnel and subject-matter experts across departments to ensure accurate, timely resolution of routed inquiries and a smooth handoff experience for the client.
• Track volume, response times, resolution trends, and recurring client themes; report metrics and insights to the Director of Retail Operations and the SVP, Deposit Strategy and Client Experience.
• Partner with Retail Banking and Client Experience leadership to plan and stand-up ownership of the Bank's primary incoming phone number, and help design a lean, scalable staffing model as the channel grows.
• Recruit, train, and manage staff as the function scales, coordinating dotted-line support from branch and departmental resources in the interim.
• Identify potential fraud, loss, and reputation risks in client communications, and ensure all interactions comply with Regulation E, UDAAP, BSA/AML, and other applicable requirements and Bank policies.
• Serve as the internal subject-matter expert on the Bank's chat and email servicing platform(s), driving ongoing process and tooling improvements.