Client Services Manager chez Monet Bank

About Monet Bank

Monet Bank is pioneering the future of banking and money movement—faster, cheaper, and crypto-native. The passage of the Genius Act has enabled a future we want to explore where interchange fees and inefficient payment rails may be replaced with a modern, programmable alternative powered by stablecoins.   

At our core, we believe Monet Bank is the essential bridge between crypto and traditional finance (TradFi).

As a profitable, well-capitalized Texas state, FDIC-insured bank, Monet sees the fundamental inefficiency of the 2-3% card network payments and seeks to build a strong team to understand and pursue the future of money and banking. 

See our open positions below if you want to work on the new frontier of banking projects like a stablecoin-based payment that would empower merchants to reclaim margins, Fintechs to operate cross-border at scale, and tech giants to embed crypto into their platforms without friction.

Summary: 

The Client Services Manager for Monet Bank will lead a cross-functional customer support team, responsible for delivering exceptional service across both traditional and Digital Services channels. This group is the first point of contact for customer inquiries related to retail services and products, digital banking access, account onboarding, and other general service requests. This role requires a strategic and hands-on leader who can manage day-to-day support operations while building the foundation for scalable, tech-enabled service delivery. The ideal candidate brings experience in both digital banking environments and contact center leadership, with a strong focus on process improvement, team development, and customer satisfaction.

Essential Job Duties & Responsibilities (Include but are not limited to):

Team Leadership & Development

• Lead and manage a team of Client Services Associates across phone, chat, and email channels.
• Set team goals, coach for performance, and create professional development plans.
• Foster a service-first, solutions-oriented culture across all touchpoints.

Service Operations

• Direct and coordinate the allocation of work thru daily hands-on action to ensure staffing support coverage across all time zones.
• Oversee day-to-day support operations including inbound inquiries, case resolution, account unlocks, and digital troubleshooting.
• Ensure accurate and timely responses to customer requests while maintaining compliance with internal policies and regulations.
• Monitor team performance using metrics such as response time, CSAT, first contact resolution, and NPS.

Cross-Channel Expertise

• Serve as the internal SME and escalation point for customer inquiries related to:
  • Account onboarding and exception monitoring.
  • Digital Banking administrative control, customer access and troubleshooting.
  • Transaction inquiries and fraud concerns.
• Coordinate closely with Digital Banking, Compliance, and Operations Services for escalations and case resolution.

Process & Platform Optimization

• Partner with Operations and Tech teams to streamline support workflows, knowledge base content, and service tools.
• Drive continuous improvement in documentation and automation within our Service and CRM platform (HubSpot).

Customer Advocacy & Communication

• Identify recurring customer pain points and provide feedback to internal teams for improvement.
• Maintain a customer-first mindset in all service policies, scripting, and escalation paths.
• Participate in the design and rollout of new services, FAQs, and digital education resources.

Qualifications (Education, Experience, Computer Skills, Certifications, Etc.):

• The individual must possess good working knowledge of retail operations and regulatory compliance, as well as policies and procedures with regard to client service, new accounts and teller functions.
• Key objectives include client experience, process and quality control.
• This position requires the ability to work well under pressure while maintaining high standards of accuracy and meeting departmental goals of client service and compliance with laws.
• 5+ years relevant banking experience preferred.
• Proficient in Excel, Microsoft Word, and Internet navigation.
• Knowledge of, or ability to quickly learn, banking software applications.
• Analytical problem solver who can work well under pressure and time constraints while maintaining high standards of accuracy.
• Outstanding listening and communication skills, both written and verbal. 
• Developed critical thinking and decision-making skills.
• Bachelor’s degree or equivalent work experience.

Benefits options include: 

• Medical, dental and vision coverage
• 401K with company match
• 10 paid holidays 
• Accrue up to 17 vacation/sick days per year in your first year on a pro rata basis
• Applicant may be eligible for annual discretionary bonus

No relocation assistance provided.

If you are looking to be a part of a winning team and meet the above requirements, we look forward to hearing from you. 

Monet Bank and their affiliates are Equal Opportunity Employers. Monet Bank and their affiliates do not discriminate against any candidate or employee on the basis of race, national origin, color, genetics, sex, marital status, sexual orientation, gender identity, age, disability, pregnancy, religion or religious affiliation, veteran or service member status, or any other characteristic protected by federal, state or local laws.

All applicants have rights under federal employment laws. To view your rights and government notices on the Family Medical Leave Act (FMLA), the Equal Employment Opportunity (EEO) and the Employee Polygraph Projection Act (EPPA), please see the following Department of Labor links: FMLA EEO EPPA

Notice to California Residents: Monet Bank and their affiliates may collect personal information about you as part of the job application or employment process. Please see the California Privacy Rights Act Policies at CPRA Policy, CPRA Policy | CLMG Corp, CPRA | CSG Investments  CPRA Policy |  for details.