Client Service Sr. Associate

Job Description :

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area

As a Client Relationship Manager (CRM), you will serve as the primary service point of contact for a designated portfolio of clients, providing a high touch experience for the firms most strategically important clients within Commercial Real Estate. The CRM is expected to be the client advocate and be ultimately responsible for, and own, the client experience globally through the handling of the service and account management needs of designated high profile clients who utilize complex domestic and international depository and treasury products.

As a CRM you will be expected to work independently with clients to understand their business needs and associated treasury service relationship. You must exhibit the skill set necessary to act with an extreme sense of urgency to escalate issues promptly, using outstanding communication and partnership skills. The CRM is expected to be client facing and have demonstrated ability to build strong relationships with the clients as well as with internal partners. The overall client experience is highly dependent on the appropriate coordination between Service, Know Your Customer (KYC) and Implementations. The CRM is expected to stay tightly coordinated with these two other departments to ensure we are delivering a best-in-class experience across all three client touch points.

CRM's are considered an integral part of the overall relationship team and are expected to openly and professionally communicate issues impacting the client to the assigned Client Executive (CE) and Treasury Management Officer (TMO) on a regular basis. One of the primary roles of this position will be to act as the global service lead for assigned clients who have regionally assigned service associates. You will be expected to understand all aspects of the client's global relationship and to coordinate closely with the assigned regional service associates, TMO, CE and International Product Specialist on the large global relationships.

Job Responsibilities

• Provide a high touch, high value experience to the client base, including responding to all inquiries within a two hour time frame and updating clients on the status of open items daily until resolution
• Meet with every assigned client quarterly to build relationships, including meeting with contacts in the areas outside of treasury (accounts payable and accounts receivables as necessary)
• Maintain client profiles identifying account structures and products utilized. Conduct quarterly relationship reviews with clients within the portfolio
• Proactively notify clients of operational issues that could impact their treasury operations, including but not limited to any migration or remediation projects or system outages.
• Actively participate in deal team meetings as new products and services are added to your client relationships in coordination with the assigned TMO or Sales Associate. Actively manage client expectations and communicate clearly with all levels within the client as needed
• Proactively review account analysis statements on a monthly basis to identify pricing inconsistencies, billing errors, opportunities to convert paper based solutions to electronic, and protect the client's from fraud. Partner with assigned TMO and Sales Associate prior to taking action
• Lead and own the resolution of all client inquiries/problems through interaction with clients, bankers, product partners, branch operations and other staff in a timely and professional manner with a high degree of urgency
• Understand product enhancements/changes that are introduced through quarterly enterprise releases, and the impact to client base and educate clients as needed in coordination with the TMO and Treasury Associate (TA)
• Demonstrate thorough understanding of each client's authorization structure and documentation, adhering to client and bank requirements
• Deliver the firm through the coordination of business partners and ensure the client has appropriate visibility within operations
• Authorize financial refunds and adjustments within the approved guidelines. Facilitate the negotiation of product or account documentation including blocked account agreements in coordination with appropriate partners and legal

Required qualifications, skills and capabilities

• A minimum of seven years or equivalent customer service, project management, KYC, operations, sales or management experience, preferably in the financial service industry
• Strong interpersonal skills. Strong project management skills with proven ability to manage competing priorities. Strong verbal and written communication skills
• Demonstrated, consistent professional presence with the ability to adapt to evolving needs and situations.
• Documented history of independent decision making and problem solving skills
• Knowledge of financial exposure and operational risk related to transactions associated with bank products and services
• Ability to understand complex customer structures
• Strong presentation skills and Proficient in all Microsoft Office

Preferred qualifications, skills and capabilities

• Bachelor's degree and a minimum 10 years equivalent work experience strongly preferred

Shift Schedule: Night Shift (can range from ET to PT timezones)