Western Alliance Bank

Treasury Management Client Service Advisor

Req No.
2017-4029
Bank of Nevada
Category
Treasury Management Sales & Support
Type
Regular Full Time
Las Vegas

Overview

The TM Client Advisor (Advisor) is responsible for managing the full client lifecycle for top tier clients utilizing products and services from our Treasury Management suite. Responsible for post-sale onboarding, product implementation, client training, service, and expert advisement for these priority clients on our various TM products and services along with all bank products that support the client’s needs. The Advisor’s primary focus is on ensuring that they meet service level standards (customer service; turn-around time; risk management and regulatory compliance; audit soundness; and productivity and efficiency).  

 

Fosters good working relationships with leaders in partner departments including Treasury Management Sales, Operations, IT, Lending, Loan Servicing, Credit Administration, other internal support groups, as well as third-party service.

 

 

Responsibilities

Manages complete client lifecycle stages to achieve quality, scope, and schedule that delivery on the products and services utilized by the client. Provides technical support and assistance to top tier clients, helping to troubleshoot, and determines how and when to escalate issues; ensures staff perform their activities in compliance with bank policies and procedures, and that documentation is accurate and properly maintained. Advisor’s projects and initiatives focused on improving client experience, staff development, and operational efficiency.

Serves as an advisor between top tier clients and Relationship Management and TM Sales as related to technical and operational processes and requirements, risk mitigation, efficiency, and customer service. Facilitate the flow of information and overall communication between all involved parties.

  • Ability to manage a client’s complex onboarding project
  • Tailor 1:1 on-boarding to meet client needs and exceed expectation
  • Handles a wide variety of complex incoming customer calls and email inquiries from the bank top tier clients across multiple states while maintaining professionalism and courtesy at all times. 
  • Take ownership of issues through resolution of all client inquiries using the telephone, email, and written correspondence, including any additional follow-up. 
  • Partner with internal associates to provide treasury solutions in a consultative manner while incorporating a keen awareness of risk and client focus.
  • It is critical this position understands and responds based on the urgency around time-critical situations and escalates issues to management in a timely manner when necessary.
  • Ability to set client expectations and mitigate risk by thoroughly researching and documenting client issues and escalating new or unresolved system/process issues.
  • Performs job duties in accordance with established regulatory and compliance requirements.  
  • Train and empower customers to use our product independently as efficiently as possible
  • Assists in the training of fellow Support Specialists when necessary. 
  • Periodically assists in special projects and tasks. 
  • Consistently reports to work on time; adheres to scheduled breaks and lunches; attends all meetings and trainings as required.

Qualifications

  • Bachelor’s degree (BA) or equivalent from a college or university and two (2) or more years related experience or, five (5) or more years related experience. Work related experience should consist of relevant experience in the financial industry.
  • Two (2) or more years of experience in project / program management including technological projects, and large, complex projects.
  • Advanced knowledge of general banking, including understanding of bank products, services, and regulations, policies and procedures, with an emphasis in Treasury Management products and / or Client Services.
  • Knowledge of client-side treasury operations processes and controls.
  • Knowledge of core banking and loan processing software and systems including FIS, LaserPro, etc.
  • Proficiency utilizing the Microsoft Office suite including Word, Excel, PowerPoint, and Visio.
  • Superior oral and written communication skills with well-developed business acumen including the ability to produce executive level presentations.

 

 

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