Community Customer Relations Team Lead

Company
Federal Reserve Bank of Chicago
The Community Customer Relations Team Lead is responsible for the day-to-day work of Community Customer Relations staff and provides direction to financial institutions in the provision of Federal Reserve Financial Services (FRFS). The Team Lead role is dually defined as both a people leadership role and work execution role.
In this role, the Team Lead will be responsible for developing and coaching staff and building/maintaining a strong team culture, along with the development of optimal work processes/procedures to adhere to Federal Reserve polices.
The Team Lead position will also manage internal and external stakeholder relationships supporting Federal Reserve Financial Services solutions through a portfolio of community financial institutions. This includes, but is not limited to, analyzing customer needs and matching those customer needs with available FRFS services.
This position reports directly to the Assistant Vice President, Community Customer Relations. The level of work required is considered advanced and staff must be able to work with minimal supervision. This job has six direct reports.
Leadership Responsibilities

• Manages resources and assigns team members to programs, projects, and onboarding activities
• Provides coaching, feedback, and guidance to support professional development of direct reports
• Evaluates staff performance and creates development plans in conjunction with AVP
• Recommends staff for promotion and salary actions and makes hiring and termination decisions
• Assists in the creation of policies, processes, and metrics that support the achievement of department and Bank objectives
• Participates in department strategic planning initiatives, including process improvement efforts in conjunction with Sales Enablement
• Manages stakeholder relationships from analysts to senior executives
• Leads and/or participate in high impact/priority work groups

Relationship Manager Responsibilities

• Uses independent service knowledge to explain products and services to customers and coordinates internally for successful completion of required paperwork, pricing, logistical set-up tasks, etc.

• Acts as an escalation contact in resolving or referring customer inquiries, identifying potential sales leads, and initiating service change requests
• Accountable for Federal Reserve Financial Services revenue and strategic goal achievement
• Gathers and reports on complex customer information in support of service enhancements, promotional programs, market research and product development needs
• Documents day-to-day activity and utilizes reporting capabilities in Salesforce to properly service the customer's needs.

Education and Experience

• Bachelor's degree in Business or equivalent experience
• Seven or more years of relevant work experience preferred

• Demonstrated ability to lead team and translate insight into actionable guidance

• Advanced problem solving skills
• Proven experience working and leading teams in a highly complex, geographically diverse, and matrixed organization
• History of successfully leading projects and staff simultaneously to deliver results

Knowledge and Skills

• Demonstrates ability to lead teams, provide coaching and offer feedback
• Strong project management skills and willingness to adjust to evolving timelines
• Excellent written and verbal communication skills
• Experience with SalesForce or equivalent CRM tool required
• Advanced knowledge and proven expertise of financial institution operational practices, and strong commercial acumen
• Advanced analytical skills and ability to interpret and explain complex analysis of data

Additional requirement
Approximately 30% travel
What we Offer

• Comprehensive benefits package includes medical, dental, vision, prescription drug coverage, 401k savings plan, retirement plan, paid time off, transit benefit, onsite gym and subsidized cafeteria
• A learning environment with opportunities to gain new skills and grow your career

This document indicates the general nature and level of work performed by employees within this position. It is not a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. An employee's responsibilities, tasks, and duties might differ from those outlined in the job description, and other duties, as assigned, are a part of the job. The Federal Reserve Bank of Chicago reserves the right to modify the elements of this job description, as business needs require.
Full Time / Part Time
Full time
Regular / Temporary
Regular
Job Exempt (Yes / No)
Yes
Job Category
Sales/Marketing
Work Shift
First (United States of America)
The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
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