Job Summary:
The Client Care Team Lead is responsible for overseeing the daily operations of the client care team, ensuring exceptional service delivery and efficient resolution of client inquiries. This role manages team performance, drives process improvements, and collaborates with internal departments to enhance the overall client experience.

Job Duties and Responsibilities:

Support client care team members; monitor and report on client care metrics; resolve escalated client issues and inquiries; ensure compliance with firm policies and procedures; collaborate with internal teams to address client needs; identify and implement process improvements; provide training and guidance to team members; assist with onboarding of new clients; maintain accurate client records; support special projects as needed.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job

Pinnacle is an Equal Opportunity Employer committed to fostering an inclusive work environment.

Qualifications

Minimum Education: Bachelor's degree in Business, Communications, or a related field;

Minimum Experience: minimum of 10 years of experience in client care, client service, or operations; proven ability to lead and develop teams;

Required Knowledge, Skills & Abilities: strong communication and problem-solving skills; proficiency in client management systems and Microsoft Office Suite; excellent organizational and multitasking abilities; experience in process improvement preferred. Professional office environment; prolonged periods of sitting and computer work; effective verbal and written communication required; minimal travel for meetings or training; collaborative, team-oriented setting; reasonable accommodations available for individuals with disabilities.

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