The Client Experience Digital Consultant (CEDC) is responsible for a positive client experience and operational efficiencies gained by implementing electronic client enrollment in products and services offered by Western Alliance Bank. This role is accountable for business requirements and solutions implementation, along with developing enrollment forms and other documents. These documents would simplify the enrollment authorization and acknowledgement process, obtain critical details, and ensure that client specifications are met.
The CEDC is accountable for the policies and procedures development for electronic client enrollment, along with responsivity for leading all stakeholders such as Product, Service, Operations, Compliance, BSA, Legal, IT and others through the client facing experience business requirements and ensuring stakeholders implement applications, systems, policies, procedures, processes, SLAs, etc to achieve strategy objectives.
The consultant will have deep knowledge of bank compliance and regulatory requirements as well as Treasury Management products features and configurations. They will possess knowledge or how experience with applications such as eSignature, client facing workflow automation, and online forms development. Additionally project management, business requirement and process improvement experience is a plus.
Creates Client Enrollment Forms, documents Management Policy and Procedures, and drives efficiency by mapping out the process workflows to support Treasury Management (TM) products and services deliverables. Organizes workflow by assigning responsibilities and creating a schedule for regular reviews and maintenance of TM forms. Designs, documents and maintains internal and customer facing forms including cataloging TM forms by working with the Policy, Procedures, and Forms Coordinator. Reports on common sources of issues or questions related and workflow to the TM Forms and makes recommendations for improvement to deliver better value to customers.
Fully engages business partners and stakeholders to develop specific and measurable improvement targets that drive realizable benefits. Maintains working groups with SMEs, sets daily/weekly/monthly objectives, and communicates them to stakeholders. Leads and executes digital service / service management tool projects.
Reviews all TM related documents and verifies processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures. Consistent in format, verbiage, font, branding, etc. Submits reports on performance and progress, communicates key insights and findings to product and service. Assists with reports and data extraction when needed.
Bachelor’s Degree preferred, or a comparable combination of education and experience may be considered
Ten or more years’ experience in Banking and Treasury Management product knowledge
Project Management, Business requirement and process improvement experience is preferred
2-4+ years’ experience in process improvement and knowledge in generating process documentation
3+ years’ experience with Treasury Management Services
Understanding of forms administration, workflow and process management functions
Advanced skills in MS Office (Excel, Word, Visio etc.) as well as Adobe Acrobat Pro
Strong written and verbal communication skills including procedural writing skills
Ability to prioritize requests effectively and efficiently and work with a sense of urgency
Analytical mindset with problem-solving and troubleshooting skills
Ability to work with all levels of the organization
Self-motivated with a results-driven approach with the ability to develop and maintain project plans
Comfortable working in a busy and dynamic environment with competing priorities
Proactive, persistent and dependable; projects an image of professionalism and enthusiasm