The Client Service Advisor Senior is responsible for managing the full client lifecycle for top tier clients utilizing products and services from the Treasury Management suite. Responsible for pre-onboard and post-sale onboarding, setup, client training, service, and expert advisement for these priority clients on various TM products and services along with all bank products that support the client’s needs. The Senior’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).
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. Senior’s projects and initiatives focused on improving client experience, staff development, and operational efficiency.
Directly assists Client Service Advisors with complex client onboarding and ongoing service challenges. May supervise more junior staff on a limited basis. Will foster 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.
Serves as a facilitator 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.
A minimum of a Bachelor’s degree (BA) from a 4 year college or university and 3 or more year’s related experience or 5 plus years related experience in lieu of education. Work related experience should consist of relevant experience in the financial industry.
One to three (3) years of experience in project / program management including technological and large, complex projects required.
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.
Intermediate knowledge of client-side treasury operations processes and controls.
Intermediate knowledge of core banking and loan processing software and systems including FIS, LaserPro, etc.
Intermediate 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.