PWM Client Services Team Lead
About this role
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
Job Description
The Client Services Team Lead is a hands‑on, player‑coach role that blends direct client service execution with team leadership. This position actively performs complex service work while also managing workflow, monitoring work volume, and guiding effective task distribution across the client service team.
The Team Lead interacts directly with external clients to deliver excellent service, deepen client relationships, and ensure timely, accurate resolution of service requests. This role partners closely with the Private Wealth Management market—including Advisors, Private Bankers, Trust Advisors, and Portfolio Managers—to ensure alignment, transparency, and clear communication throughout the lifecycle of client requests, with a shared focus on exceeding client expectations.
Responsibilities
- Lead daily workflow management, including monitoring work volume, prioritization, and equitable distribution of tasks to internal team members
- Actively resolve and escalate complex service issues, including potential fraud, operational risk, and compliance concerns
- Support Private Wealth Management Advisors, Private Bankers, Trust Advisors, and Portfolio Managers across all client service needs
- Collaborate directly with external clients to resolve service inquiries and provide timely, professional updates
- Proactively identify potential operational issues, compliance risks, and fraud concerns; escalate appropriately and partner with risk and compliance teams as needed
- Ensure adherence to regulatory requirements, internal policies, and service standards
- Monitor service quality, turnaround times, and accuracy to maximize client satisfaction
- Coach, develop, and support team members to promote consistency, accountability, and high performance
- Drive continuous improvement by identifying process gaps and recommending enhancements to improve efficiency and client outcomes
- Support relationship expansion by delivering reliable service that builds client trust and confidence
- Basic Qualifications
- Typically Bachelor's degree, or equivalent experience
- Typically seven or more years of relevant experience
- Preferred Skills/Experience
- Advanced knowledge of applicable department operations/policies and bank products/services to operate with very limited supervision
- Effective verbal, written, and interpersonal communication skills
- Proven client service and problem resolution skills
- Ability to effectively work with others as part of a high performing team
- If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our
- disability accommodations for applicants
- .