Government Banking - Client Service Team Lead

Position Title

Government Banking - Client Service Team Lead

Location

Troy, MI 48098

Job Summary

The Government Banking-Client Services Team Lead is responsible for overseeing all daily client servicing needs for the Government Banking customer base and striving for this team to deliver an exceptional client experience. This role provides leadership, guidance, and coaching while serving as an escalation point for complex client needs. The Team Lead collaborates closely with Relationship Managers, and internal partners to strengthen client relationships, streamline processes, and achieve service excellence. Assessing and effectively managing all the risks associated with these business objectives and activities is required to ensure they adhere to, and support Enterprise Risk Management Framework.

This role contributes to revenue and deposit generation as well as supporting and providing service to this growing and ever-expanding portfolio of Government clients.

Pay Range: $84,878 - $112,463 - $140,049Pay Range: Local Minimum Wage - $0.00 - $0.00

Job Responsibilities:

• Team Leadership & Coaching

  • Supervise, mentor, and motivate client service representatives to achieve individual and team goals.

  • Provide training, feedback, and performance evaluations to support professional growth.

  • Foster a positive, client-focused culture within the team.

  • Responsible for talent management functions including: employment, performance evaluations, staff development/training, disciplinary actions, succession planning and ensuring all staff comply with compliance requirements.

• Client Service Excellence

  • Ensure timely, accurate, and high-quality responses to client inquiries and requests.

  • Oversee escalated client issues with professionalism and urgency.

  • Monitor service levels and take proactive steps to improve client satisfaction.

• Operational Oversight

  • Oversee daily workflow distribution and ensure coverage for all client needs.

  • Identify process improvements to enhance efficiency, accuracy, and client experience.

  • Maintain compliance with company policies, procedures, and industry regulations.

• Collaboration & Communication

  • Partner with sales, operations, and other business units to deliver seamless client service.

  • Communicate updates, initiatives, and performance metrics to the team and leadership.

  • Contribute to the development of client service strategies and best practices.

• Uses independent judgement and discretion to make decisions in response to escalations.

• Analyzes and resolves problems.

• Responsible for talent management functions including employment, performance evaluations, staff development/training, disciplinary actions, succession planning and ensuring all staff comply with compliance requirements.

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.

• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent

• Minimum experience required: 6 Years of client service and/or account management experience.

• Minimum of 1 year of experience in a supervisory or lead role.

Preferred Qualifications:

• Education level preferred: Undergraduate Degree (4 years or equivalent)

Job Competencies:

• Strong interpersonal and communication skills, with the ability to build trust with clients and colleagues.

• Proven ability to lead, coach, and motivate a team.

• Excellent problem-solving, conflict resolution, and organizational skills.

• Proficiency with CRM systems, client service platforms, and Microsoft Office Suite.

• Client-focused mindset with a commitment to service excellence.

• Leadership and team development skills.

• Excellent interpersonal, verbal and written communication skills.

• Ability to prioritize, delegate, and manage multiple tasks.

• Analytical thinking and continuous improvement orientation.

• Professionalism, accountability, and resilience under pressure.

• Commitment to a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.

• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.

• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

• Physical demands (ADA): No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer

Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and the San Francisco Fair Chance Ordinance, as appliable.