Be the hub of communication and help build deep and lasting relationships with our most complex Commercial Bank clients across the country. 

As a Client Success Senior Associate within the Commercial Bank you will serve as a key liaison for Commercial Bank clients. This role will work closely with Commercial Bankers, Treasury Management Officers, Client Service, Implementations, and Know Your Client (KYC) teams to deliver an enhanced client experience to the firm’s valued relationships and newly acquired clients being implemented.  The Client Success Officer plays an important role in the execution of the firm’s retention, growth, and client experience strategies, including accountability to deliver on broader organizational service and revenue expansion.  

The Client Success Officer will be a critical partner for Commercial Bankers and Treasury Management Officers to execute more effectively and efficiently in a business development capacity, while retaining an engaged resource that can ensure a high degree of client satisfaction.

Job Responsibilities

Contribute to strategic client reviews and long-term planning and partner with Banking and Sales on growth opportunitiesManage/resolve client escalations and issuesHelp the coordination and project management of product implementations and service related needsAssist in relationship review documents, visualizations from data setsMaintain ongoing relationship management routines Manage project meetings for large client implementations and create and manage planning for projects such as migrations, year-end pricing changes, etc.  Work with Risk partners for certain elements of risk management including fraud prevention.Help coordinate and facilitate RFPs responses and participate in RFPs where applicableCoordinate with the banking team to participate in sales pitches for prospect clients to show the value add of the service modelPossess knowledge of treasury and cash management products to be able to address and coordinate the resolution of set-up, invoice and billing issuesCoordinate with the Banker and operational partners, such as Client Data Management Team, & KYC, to assist with the onboarding of new to bank clients and to assist with periodic client renewals 

Required qualifications, skills and capabilities

Bachelor’s degree and/or 3+ years of equivalent prior work experience in Business Operations / Client Services / Sales SupportComprehensive knowledge of Treasury Products and Services Proven client interaction skills to calibrate & manage client expectationsProven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issuesAbility to motivate cross-functional teams and interact with all levels of the organization including senior management, sales, IT, operations and product management, banking, implementation, service, KYC, liquidity, merchant, card, credit, legal, compliance, etc.Working knowledge of Microsoft Office suite of products such as Project, Power-point and ExcelDemonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions

Preferred Qualifications, capabilities and skills

MBAPMP or other Project Management Certifications Ability to provide quantifiable management reporting 

Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth. 

Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and moreHelp the community through expansive volunteer opportunitiesJoin one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees

 

Final Job Grade and officer title will be determined at time of offer and may differ from this posting.

Some travel required (20%) to visit clients and internal partners.

Please note this role is not eligible for employer immigration sponsorship.