Job description
The Client Experience Specialist will be responsible for providing exceptional service for internal and external clients based on assigned market vertical. They are the lead point of contact for the client and relationship manager. They will work with their assigned commercial servicing team to ensure the client journey is successful from prospect, to onboarding, to service and expansion of relationship.
Responsibilities include but are not limited to:
- Manage the client journey to ensure exceptional services are provided with quick and accurate turnaround times. This would include engaging assigned team on client onboardings for deposit account and treasury services as well escalating research requests.
- Identify customer needs and take proactive steps to maintain positive experience.
- Act as the main point of contact for clients within assigned market vertical and take ownership of completion of request.
- Foster a culture of partnership and collaboration with internal business partners to drive consistent communication and alignment.
- Liaise and advocate on behalf of the client and ensure a continuation of care when additional internal expert involvement is needed.
- Identity cross sale opportunities to appropriate line of business partners.
Other Responsibilities:
- Complies with all regulations pertaining to BSA, USA PATRIOT ACT, and OFAC. Complete annual BSA training. Report suspicions of criminal activity, or any attempt to avoid BSA reporting requirements on the part of customers or employees, to the AML/BSA Compliance Department. For supervisory positions, ensure BSA training requirements are completed by staff.
- Performs other duties as deemed necessary by management.
Required Skills:
- Extensive knowledge of all bank products, services, policies and procedures.
- Self-starter with the ability to work in a fast-paced environment.
- Proficient PC skills with Microsoft Office applications and e-mail as well as Bank core systems and other support systems such as SalesForce.
- High degree of detail orientation.
- Ability to perform complex assignments involving a high degree of mental alertness and application of sound judgment and above average analytical ability.
- Excellent written and verbal communications required to communicate effectively to both external clients as well as internal technical project teams.
- Must be able to multi-task effectively and prioritize workflow.
- Knowledge of Commercial and Corporate Deposit Account Types.
- Knowledge of Treasury Management products, services, core and business online banking platforms.
Required Experience:
- High School diploma or GED with 3+ years banking experience in customer service or treasury management.
- Bachelor's Degree plus experience in working with a variety of Commercial/Corporate businesses such as Commercial Real Estate, Healthcare, Government entities, Commercial and Industrial entities, etc. preferred.
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