CIB Client Lifecycle Management, Associate - Miami

Santander•Miami, FL

About The Position

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success. An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You! The Difference You Make: The Associate, Client Lifecycle Management independently onboards clients into the system, opens and closes accounts and handles transitions and conversions to the system. They serve as an advisor to clients as they onboard and obtains and reviews the appropriate documentation and reference data, and ensures regulatory aspects of AML and KYC are completed prior to opening accounts. Directly interfaces with and leads the Client through the implementation process of the requested solution from set up through hand-off to service team. Ensures that all activities meet required regulatory compliance standards. Liaises with peer leaders on product, technology or client service teams to ensure appropriate integration of activities and required hand-offs. Resolves complex client onboarding/transition/conversion issues. Researches, develops and establishes methodologies, protocols and processes to improve the client onboarding experience. Revalidates product feature and functionality with the clients to ensure full understanding of service to meet their business requirements. Works closely with Sales, Product Management, Operations, IT and partners, coordinating all functional project tasks to ensure timely implementation of the product or service to the client’s satisfaction. Escalates any product or client issues for timely resolution. Delivers or coordinates delivery of standardized client training to meet the unique client business need. Completes assigned implementations on time or early to accelerate revenue streams and client success. Ensures Sales teams are enabled to focus on Sales by acting as trusted partner in owning client onboarding activities. Perform outreach / refresh to collect required KYC documentation and regulatory classification forms from third party stakeholders. Service client on-boarding needs and liaise with Front Office to determine appropriate of support for clients. Deliver consistent client management (e.g. client feedback and complaints are captured and formally managed). Act as primary daily point of contact for inquiries of other stakeholders (Front Office and Compliance). Responsible of the preparation of various reports and metrics. Review standardized procedures and processes done by the team to improve efficiency; recommend and implement improvements to processes and procedures. within the team. Control the delegated functions in third, advising any improvement and follow and solve any breach in third party service.

Requirements

Bachelor's Degree or equivalent work experience: - Required.
5+ Years Experience in financial services preferably in a client facing operations role. - Required.
Proven project management experience with success in managing deadlines, customers, and schedules.
Very tech savvy – Experience in technical implementation, JavaScript/CSS/HTML.
Demonstrated ability to resolve issues and maintain strong client relationships.
Extreme attention to detail and meticulously organized.
Strong written and verbal communication skills.
Excellent time management and a strong sense of urgency.
Orientation toward analytics and process improvement opportunities.
Proven success managing clients on a Client Success or Implementation team within a SaaS company.
Ability to learn technical concepts quickly and explain those concepts in an easy to understand manner.
Proactive and energetic attitude with the desire to be a key player on a results-oriented team in a fun, fast-paced work environment.

Nice To Haves

Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
Experience in Microsoft Office products.

Responsibilities

Independently onboards clients into the system, opens and closes accounts and handles transitions and conversions to the system.
Serves as an advisor to clients as they onboard and obtains and reviews the appropriate documentation and reference data, and ensures regulatory aspects of AML and KYC are completed prior to opening accounts.
Directly interfaces with and leads the Client through the implementation process of the requested solution from set up through hand-off to service team.
Ensures that all activities meet required regulatory compliance standards.
Liaises with peer leaders on product, technology or client service teams to ensure appropriate integration of activities and required hand-offs.
Resolves complex client onboarding/transition/conversion issues.
Researches, develops and establishes methodologies, protocols and processes to improve the client onboarding experience.
Revalidates product feature and functionality with the clients to ensure full understanding of service to meet their business requirements.
Works closely with Sales, Product Management, Operations, IT and partners, coordinating all functional project tasks to ensure timely implementation of the product or service to the client’s satisfaction.
Escalates any product or client issues for timely resolution.
Delivers or coordinates delivery of standardized client training to meet the unique client business need.
Completes assigned implementations on time or early to accelerate revenue streams and client success.
Ensures Sales teams are enabled to focus on Sales by acting as trusted partner in owning client onboarding activities.
Perform outreach / refresh to collect required KYC documentation and regulatory classification forms from third party stakeholders.
Service client on-boarding needs and liaise with Front Office to determine appropriate of support for clients.
Deliver consistent client management (e.g. client feedback and complaints are captured and formally managed).
Act as primary daily point of contact for inquiries of other stakeholders (Front Office and Compliance).
Responsible of the preparation of various reports and metrics.
Review standardized procedures and processes done by the team to improve efficiency; recommend and implement improvements to processes and procedures. within the team.
Control the delegated functions in third, advising any improvement and follow and solve any breach in third party service.