Commercial Client Experience Associate

Job Responsibilities

• Serve as the primary point of contact for clients for day-to-day operational servicing needs.
• Provide proactive, consultative, and responsive support to clients across treasury and deposit products.
• Engage with clients, Relationship Managers, and Treasury Management Sales Officers to anticipate needs, remove servicing barriers, and accelerate deposit onboarding and treasury adoption.
• Ensure timely and accurate resolution of client inquiries, requests, and issues.
• Deliver white-glove concierge service aligned to client segment and industry specialization.
• Ensure service interactions reinforce relationship value and support revenue retention.

Treasury & Operational Execution

• Work closely with Relationship Managers and Treasury Management Sales Officers to ensure that client onboarding proceeds smoothly, quickly, and in alignment with sales commitments.
• Process account maintenance, service requests, wires, exceptions.
• Liquidity and treasury management general service inquiries.
• OD/NSF/Return and exception item Report review and client communications.
• Aid clients with onboarding activities including account setup, documentation review, and service implementation support.
• Process transactions such as transfers, loan payments, deposits, and account adjustments within delegated authority.
• Prepare and validate new account documentation to ensure completeness, accuracy, and compliance.

Problem Resolution & Client Advocacy

• Resolve complex client issues, including escalations related to transactions, servicing errors, or account discrepancies.
• Manage overdraft situations, exception items, and client complaints with appropriate follow-up.
• Determine root causes of issues and implement solutions to prevent recurrence.
• Take ownership and act as a liaison between clients and internal departments to ensure issue resolution.
• Maintain strong client relationships to support retention and satisfaction.
• Advocate for client needs while ensuring coordination with Relationship Managers and Treasury Management Sales Officers to maintain aligned communication and expectations.

Risk, Compliance & Operational Integrity

• Ensure compliance with all regulatory and internal policies including BSA/AML, OFAC, KYC, and CIP requirements.
• Maintain accurate and complete client documentation and account of records and retention schedules.
• Monitor account activity and identify potential risks including overdrafts, fraud indicators, and unusual transactions.
• Escalate risk concerns and irregularities in a timely manner.
• Adhere to internal controls and audit requirements.
• Use judgement to balance risk considerations with the need to deliver strong service outcomes.

Sales Support & Relationship Growth

• Identify opportunities to deepen client relationships through referrals and cross-sell opportunities.
• Maintain strong working knowledge of all bank products and services.
• Provide servicing insights to Sales Officers that may influence portfolio strategy, retention planning, or cross-sell opportunities.
• Support Relationship Managers in executing client engagement strategies and call preparation.
• Participate in client meetings, presentations, and follow-up activities as needed.

Reporting & Account Monitoring

• Monitor account activity through reports such as overdraft reports, exception reports, and large transaction monitoring.
• Maintain up-to-date knowledge of client account behavior and activity trends.
• Provide updates to management regarding servicing trends and client issues that may affect sales or relationship health.

Team Support & Continuous Improvement

• Assist with training and onboarding of new team members.
• Support development of procedures, job aids, and servicing documentation.
• Participate in process improvement initiatives to enhance efficiency and service quality.
• Provide coverage and support across the servicing team as needed.