Personal Banking Client Engagement Manager

Peapack Private Bank & Trust is a well-recognized, high-performing boutique bank; a leader in wealth, lending and deposit solutions, capable of providing the most sought-after products and services that fulfill all of our clients' needs.

We offer an innovative approach to private banking to help clients establish, maintain and expand their legacy.

What makes Peapack Private different from our competition? We are an institution that's over 100 years old that has always believed in putting the well-being and needs of our employees and our clients first.

We are proud to be recognized for the eight consecutive year, by American Banker as one of the 'Best Bank to Work For' across the nation.

Our secret sauce in one word is our 'culture'.

We value a diverse, equitable, inclusive and safe workspace.

Our one-team culture goes to great lengths to show all employees that they are valued members of the team.

We treat each other as family, and as such, communicate throughout the Bank in a transparent and frequent manner, respect and value feedback from all levels and operate with a philosophy of hospitality and general human kindness.

There are multiple way to build relationships and get involved; from joining one of our Cultural Ambassador Sub-Committees focused on our Wellness, Employee Fun, Diversity & Inclusion, or Environmental Awareness, to involvement in multiple community service activities through our Volunteerism outreach, to joining LIFT (a committee focused on enriching the lives of women - Leading Inspiring Females Together).

Said quite simply, the culture is amazing!

Position Summary

The Personal Banking Engagement Manager leads the Client Contact Center and Employee Banking team while advancing Personal Banking's digital service strategy.

This role is responsible for team leadership, client service delivery, operational performance, and the continued development of digital engagement channels, including Banno Conversations and Boost.ai.

The position serves as the business owner for Boost.ai within Personal Banking, overseeing AI training, testing, optimization, governance, and enhancements.

In partnership with the Personal Banking Operations Manager, the Engagement Manager uses operational analysis, automation, and process improvement to strengthen service delivery, improve efficiency, and enhance the client experience.

Success in this role is demonstrated through strong team and service performance, effective management of digital channels and AI enhancements, accurate analysis and documentation, and the timely execution of projects and process improvements.

Key Responsibilities

Team Leadership


* Lead the Client Contact Center and Employee Banking team.


* Coach, develop, and support team members.


* Monitor staffing, productivity, and service levels.


* Manage escalated client issues.

Digital Client Experience


* Lead digital client engagement initiatives.


* Oversee Banno Conversations and related servic...