Consumer Digital Team Lead

Kforce has a client in Phoenix, AZ that is seeking a Consumer Digital Team Lead to support a high-volume banking and client care operation. This position is ideal for a banking professional who combines strong knowledge of consumer banking, deposit operations, digital banking, and client service with experience coaching, mentoring, and developing team members.

Summary:

The Team Lead will serve as a key resource for Client Care Specialists, helping resolve complex customer inquiries, supporting daily operations, monitoring quality and performance, and ensuring a consistent, high-quality client experience.

Responsibilities:

• Serve as a subject matter expert for consumer digital banking and client care operations
• Assist team members with complex client inquiries, escalations, and technical banking issues
• Coach, mentor, and develop Client Care Specialists to strengthen their banking knowledge and performance
• Support new-hire training, cross-training, and ongoing employee development
• Provide guidance related to consumer accounts, deposit requests, digital banking, loans, and other banking products
• Support deposit operations, new account servicing, and treasury-related client requests
• Help manage and distribute daily workloads across the team
• Monitor service levels, productivity, turnaround times, and customer-service performance
• Conduct quality assurance scorecard reviews and grading
• Provide coaching based on QA results, performance metrics, and identified development opportunities
• Ensure adherence to banking procedures, risk-management requirements, regulatory standards, and internal policies
• Maintain accurate documentation within internal customer and call-management systems
• Promote a collaborative, customer-focused environment while helping junior team members grow within the organization
• High School diploma/GED or equivalent required
• Bachelor's degree in a related field preferred
• 5+ years of related experience in consumer/digital banking, branch banking operations, deposit operations, treasury management, financial-services contact centers, or a similar environment
• Previous team lead, supervisory, coaching, or leadership experience preferred
• Strong understanding of general banking operations and consumer banking products
• Experience coaching, mentoring, training, or developing customer-service employees
• Ability to research and resolve complex customer and operational issues
• Strong understanding of quality assurance, performance metrics, productivity, and service-level expectations
• Strong written and verbal communication skills
• Ability to balance customer experience with risk, compliance, accuracy, and operational efficiency
• Strong problem-solving skills with the ability to identify root causes and develop appropriate solutions
• Proficiency with Microsoft Office

Experience with areas such as:

• Deposit operations
• Consumer accounts
• New account opening
• Digital/online banking
• Loan servicing or administration
• Treasury management
• Business deposits
• Payment or transaction support

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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