TM Client Care Advisor II

About the role

The Treasury Management (TM) Client Care Advisor operates as a portfolio manager for treasury management clients and acts as a trusted advisor and primary point of contact for all TM services. This client service professional possesses treasury management expertise responsible for the retention and growth of clients, engineering TM solutions based on client data analytics and industry trends while engaging Operations, Product, IT and Sales resources to optimize the suite of solutions for each client. The role is accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Responsibilities

• Pro-actively manages a portfolio consisting of the top 10% revenue generating clients in the Commercial Division
• Serves as Treasury Management (TM) relationship ambassador for all things treasury including incident management, client behavior analytics, escalation point of contact, implementation, issue troubleshooting, assessment and resolution
• Leverages TM data analytics daily to improve client retention, optimize revenue, deepen client relationships by recommending additional services that deliver additional value and achieve operational excellence/client satisfaction
• Demonstrates leadership abilities, drives behavior changes, adheres to procedures and guidelines in conjunction with the Client Advisor Team Lead; acts as seasoned/tenured Client Advisor (Player/Coach)
• Manages team escalations with little oversight by Client Advisor Team Lead
• Trains, mentors/coaches, provides oversight for newly on-boarded Client Advisors
• Assesses client’s viability for additional TM services and exhibits consultative behaviors to bring opportunities to close or referral
• Proactively manages critical client communications through touch points (SWAT), strategic outreaches and TM relationship reviews; communicates quickly and adapts well to intense client service situations
• Tracks participation/Call reports
• Monitors client portfolio Overall Satisfaction (OSAT) interviews and utilizes feedback to deliver best-in-class client experience; ensures complete client satisfaction by providing expedited, timely responses to client requests (close the loop) within standard service level agreements
• Drives problem resolution and escalates as necessary following defined channels – Client Care, Relationship and Operations
• Completes periodic document reviews through client triggered events or relationship analysis; ensures materials are up-to-date, accurate, and recorded appropriately for reference
• Manages bank and client risk associated with High Risk Transactions (Wires, Overdrafts etc.) while adhering to Client Care Policy and Procedures; identifies all potential risk related circumstances to protect the Bank from potential losses
• Collaborates across all lines of business to ensure proactive management for the overall client relationship
• Works collaboratively with Sales partners to support RFPs and TM relationship reviews, as needed
• Identifies and engages appropriate Implementation resources for TM adds/changes/deletes; actively participates in net new assigned client implementations
• Attends internal kickoff and external kickoff meetings as well as ongoing calls throughout the project lifecycle
• Understands implementation requirements to review required documentation and account information for accuracy and completion
• Works collaboratively with business partners to ensure flawless service and product implementation on new or existing client requests

Requirements

• Bachelor's Degree or equivalent work experience
• 3 or more years banking experience preferred including Commercial Bank experience (commercial account structure, Treasury Management products and services)
• 3 or more years demonstrated client service experience preferred (phone and face to face)
• Excellent written and verbal communication skills (business style)
• Ability to effectively communicate with all levels of the organization
• Strong interpersonal and relationship building skills
• Ability to filter and analyze information/process to facilitate decision making and enhance client relationship
• Ability to cope with complex, uncertain, (ambiguous) high pressure situations and adapt to new and different circumstances
• Ability to problem solve and prioritize multiple tasks with strong attention to detail
• Ability to collaborate and influence a positive outcome
• Strong organizational skills and ability to leverage internal systems for problem resolution
• Extensive experience with Microsoft Office products (OneNote, Word, Excel, PowerPoint, Outlook)

Working conditions

Normal office environment with little exposure to dust, noise, temperature and the like. Extended viewing of a CRT screen. Some travel required.

Pay

TM Client Care Advisor II Total Base Pay Range: $61,200.00 - $125,500.00 USD Annual. Individual salaries within this range vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. This role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Benefits

Comprehensive benefits programs designed to support individual needs of employees and their families, encompassing physical, financial, emotional and social well-being. Details available at 53.com Careers benefits page.

Location

Cincinnati, Ohio 45202