Client Advisor-1
About The Position
UMB is seeking a Client Advisor - Commercial Card to support Tier 2 and Tier 3 Commercial Card program clients and program administrators within an assigned geographic banking territory and/or in alignment with an Account Executive or Card Sales Officer. The role supports commercial payments relationships throughout their lifecycle and delivers customer service through phone, email, and in-person channels, collaborating with commercial banking officers, account executives, card sales officers, program administrators, and company contacts. The Client Advisor serves as a subject matter expert and point of contact for complex card-program questions, issues, and escalations. The position also supports client education, program administration, process improvements, program reviews, and strategic solutions that help clients use their commercial card programs effectively and support business growth.
Requirements
- Bachelor's degree or equivalent relevant experience.
- Two years of credit card program or financial services experience; or 3–5 years of client relationship management, customer service and sales experience in a related field, operations technical support experience, or equivalent education.
- Demonstrated attention to detail.
- Strong team-player skills.
- Ability to own a process from end to end.
- Results orientation in support of business growth and a focus on the client.
- Complex problem-solving skills and the ability to translate client needs.
- Proactive follow-through on issues to resolution.
- Strong written and verbal communication skills.
- Ability to identify and solve routine technical and end-user system-tool issues.
- Ability to manage multiple requests, concerns, and problems professionally, with significant attention to detail.
- Excellent interpersonal skills.
- Ability to communicate effectively and professionally with multiple levels of leadership and lines of business.
Responsibilities
- Provide consultation, research, and solutions for complex card-program inquiries, issues, and escalations, and coordinate them through resolution.
- Track client issues and resolutions and work with appropriate resources to ensure follow-up and client or business-partner satisfaction.
- Communicate proactively with clients and internal business partners about the client experience and set appropriate expectations.
- Train and educate clients and business partners on program tools and best practices through multiple communication channels, including in person.
- Identify process improvement and program growth opportunities through root cause analysis and program reviews.
- Work with clients and internal resources to implement process improvements and develop strategic program solutions.
- Complete complex administrative requests, including card strategies, account modifications, expense-management best practices, and other card-program maintenance.
- Work with Account Executives and Card Sales Officers to develop program reviews and deliver periodic materials that support program growth and development, including training and best-practice knowledge sharing.
- Learn and adapt to changes in systems, tools, programs, internal communications, compliance, policies, and procedures.
- Complete special projects and other duties as assigned.
Benefits
- Paid time off
- 401(k) matching program
- Annual incentive pay
- Paid holidays
- Medical, dental, vision, and other insurance coverage
- Health savings, flexible spending, and dependent care accounts
- Adoption assistance
- Employee assistance program
- Fitness reimbursement
- Tuition reimbursement
- Associate wellbeing program
- Associate emergency fund
- Associate banking benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
