Client Advisor-Commercial Card

UMB Bank•Kansas City, MO

12h

About The Position

UMB’s bottom line is directly impacted by the growth of our commercial loan portfolio and revenue generating lines of business in Treasury Management and Commercial Card. The team consists of Commercial Relationship Managers, Treasury /Card Sales Officers, Account Executives, and Implementation Specialists. This team manages the commercial payments relationships throughout its life – developing meaningful connections with management of companies, government and non-profits they serve. Always mindful of the changes in the company, its industry, etc., over time that might create a change in their financial service needs. As a Client Advisor - Commercial Card you will align to a geographic banking territory and/or Account Executive (AE)/Card Sales Officer (CSO) in support of Tier 2 and Tier 3 Commercial Card Program Clients and Program Administrators. In this role, you deliver the Unparalleled Customer Experience through multiple contact channels including phone, email, and in person by working with the Commercial Banking Officer, Account Executive, Card Sales Officer, Program Administrator or Company Contact.

Requirements

Bachelors Degree or equivalent relevant experience
2 years of credit card program or financial services experience; OR 3 5 years Client Relationship Management, Customer Service & Sales experience in a related field, Operations Technical Support experience, or equivalent education
Demonstrated attention to detail
Are a strong team player
Can own a process from end to end
Drive for results in support of growing the business,
Focus on the client
Have complex problem solving skills and ability to translate client needs
Proactive follow through on issues for resolution
Strong written and verbal communication skills
Ability to identify and solve routine technical and end user system tools issues
Ability to effectively manage multiple requests, concerns and problems in a professional manner requiring significant attention to detail
Excellent interpersonal skills
Demonstrated ability to communicate with multiple levels of leadership and lines of business effectively and professionally

Responsibilities

You will be a subject matter expert and point of contact for Program Administrators, Company Contacts and internal Business Partners to provide consultation, research, and solutions for complex card program inquiries, issues and escalations to appropriate resolution.
You will track client issues & resolution, work with appropriate resources to ensure follow up and satisfaction of client or business partner.
You will provide proactive communication with clients and internal business partners regarding all components of client experience and set proper expectations.
You will provide training and education to clients and business partners on all program tools and best practices as needed through multiple communication channels including in person.
You will participate in identification of process improvement and program growth opportunities through root cause analysis and program review.
You will work with clients and internal resources to implement process improvements and develop strategic program solutions for clients.
You will complete complex administrative requests such as creating card strategies, account modifications, expense management best practices, and other card program maintenance.
You will work with AE/CSO to develop program reviews and delivery of periodic materials to assist in program growth and development including training, and best practice knowledge sharing.
You will adapt and learn changes to systems tools, changes to programs, updates, and internal communications including compliance and policy and procedure changes as needed.
You will complete special projects and any other duties as assigned.

Benefits

Paid Time Off
a 401(k) matching program
annual incentive pay
paid holidays
a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage
health savings, flexible spending, and dependent care accounts
adoption assistance
an employee assistance program
fitness reimbursement
tuition reimbursement
an associate wellbeing program
an associate emergency fund
various associate banking benefits