Commercial Client Experience Associate Sr
About The Position
The Client Experience Senior Associate, Vice President is a seasoned, non-supervisory individual contributor role responsible for end-to-end servicing and lifecycle management of complex commercial banking relationships. This expanded role operates with a high degree of autonomy and judgment, reflecting the elevated, sales-aligned model of the Commercial Client Experience Unit (CCEU), while delivering white-glove support to Treasury Management Sales and Relationship Management teams across the enterprise. This role delivers a concierge-style client servicing experience by providing proactive, consultative, and operational support across a broad range of treasury and commercial banking products. The Senior Associate acts as the operational and subject matter expert for assigned client relationships, executing service strategies, resolving complex client issues, and ensuring seamless delivery of banking services. The Senior Associate brings robust knowledge, experience and industry market expertise in treasury management sales, products and service. Positioned above the Client Experience Associate, the Senior Associate -level Senior Associate serves as a primary service owner for high-value, multi-product commercial clients, acting as a trusted partner to Relationship Managers and Treasury Management Sales Officers. The role is accountable for complex onboarding, advanced treasury servicing, issue resolution, risk identification, and client advocacy. This role plays a critical part in protecting deposit relationships, supporting revenue retention, and ensuring service excellence while maintaining strong operational discipline and regulatory compliance. The Senior Associate partners closely with Relationship Managers and Treasury Management Sales Officers, supporting client onboarding, servicing, and issue resolution in ways that enhance sales efforts and strengthen the client relationships. The role is accountable for operational integrity, client satisfaction, and adherence to regulatory and risk standards while supporting Commercial Real Estate, Small Business & Business Banking, Commercial & Corporate Banking, Private Banking, specialized industry segments, and related verticals. The role is a critical component of the Treasury Management Sales support model and directly contributes to the achievement of sales, revenue, and deposit growth objectives by enabling effective onboarding, retention, and expansion of commercial client relationships.
Requirements
- Bachelor’s degree in Finance, Business, Economics, or related field (or equivalent experience)
- Minimum 6 years of progressive experience in commercial banking, treasury management, or client servicing
- Demonstrated expertise supporting treasury management products including ACH, wires, liquidity management, payables/receivables, and digital connectivity solutions.
- Strong understanding of commercial banking regulatory and compliance frameworks
- Strong knowledge of banking operations, deposit products, and treasury services
- Experience working with commercial or corporate clients preferred.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Proven ability to manage high-volume service environments while maintaining quality and risk standards.
- Strong client relationship and service ownership mindset
- Advanced treasury management and banking knowledge
- Independent judgment and escalation management
- High attention to detail and operational accuracy
- Risk awareness and compliance discipline.
- Executive-level verbal and written communication skills.
- Demonstrated analytical skills with the ability to think both creatively and strategically when devising a client solution.
- Cross-functional collaboration and influence
- Ability to manage multiple priorities in a fast-paced environment
- Strong understanding of commercial banking risk and regulatory environment
- Informal coaching and knowledge sharing capability
- Microsoft Office proficiency (Word, Excel, PowerPoint)
Nice To Haves
- Experience supporting industry vertical specialization (Specialized Industries, CRE, Corporate/Commercial Banking, Private Banking).
- Experience supporting treasury management products and services.
- Experience in Commercial, Corporate, or Private Banking environments
- Experience in large or super-regional financial institutions.
- Experience leading service model transformation initiatives.
- Certified Treasury Professional designation (CTP) as awarded by the Association for Financial Professionals is desired and can be obtained through employment.
Responsibilities
- Serve as the primary point of contact for clients for a designated portfolio of complex commercial clients.
- Manage end-to-end service needs across treasury and deposit products.
- Oversee complex onboarding, documentation validation, and account structures.
- Provide consultative service aligned with client-specific operating models and industry nuances.
- Deliver white-glove concierge service aligned to client segment and industry specialization.
- Anticipate service needs and proactively recommend enhancements to improve the client experience.
- Ensure service interactions reinforce relationship value and long-term client satisfaction.
- Serve as a trusted servicing partner to Relationship Managers and Treasury Management Sales Officers.
- Support sales initiatives by aligning servicing requirements, documentation expectations, and onboarding considerations with deal timelines to facilitate successful execution of Treasury Management sales objectives.
- Provide servicing insights to Sales Officers that may influence portfolio strategy, retention planning, or cross‑sell opportunities.
- Participate in client meetings, service reviews, onboarding strategy sessions in an advisory and support capacity.
- Support Relationship Managers in executing client engagement strategies and call preparation.
- Work closely with Relationship Managers and Treasury Management Sales Officers to ensure that client onboarding proceeds smoothly, quickly, and in alignment with sales commitments.
- Independently research, resolve, and manage complex service issues with minimal oversight.
- Serve as a senior escalation resource for Client Experience Associates on complex or sensitive client matters.
- Coordinate cross-functionally with Operations, Product, Compliance, Technology, Legal, and Risk partners to drive resolution.
- Exercise sound judgment to balance client advocacy with risk, policy, and regulatory requirements.
- Escalate material client-impacting risks appropriately to FVP/SVP leadership.
- Ensure compliance with all regulatory and internal policies including: BSA/AML, OFAC, KYC and CIP requirements, UCC, Regulation CC, Regulation E.
- Maintain accurate and complete client documentation and account of records and retention schedules.
- Maintain strict confidentiality of client and bank information.
- Identify, mitigate, and escalate servicing related risk exposures including overdrafts, fraud indicators, and unusual activity.
- Ensure documentation accuracy, audit readiness, and data integrity across assigned portfolio.
- Use judgment to balance risk considerations with the need to deliver strong service outcomes.
- Serve as a subject matter expert for servicing workflows, treasury products, and client lifecycle processes.
- Contribute to process improvement, standardization, and service model enhancements.
- Assist with the development of job aids, servicing playbooks, and best practice guidance.
- Support transformation initiatives and special projects as assigned.
- Provide informal coaching and knowledge sharing to Client Experience Associates.
- Support onboarding and training of new team members without formal performance management responsibility.
- Act as a role model for service excellence, professionalism, and risk discipline.
- Provide coverage and support across the servicing team as needed.
- Authorized to make moderate-to-high impact servicing decisions within established guidelines.
- May approve servicing exceptions within delegated authority to support client experience.
- Exercises independent judgment on complex client matters while escalating policy exceptions or material risk issues as required.
- Does not have direct supervisory, performance management, or disciplinary authority.
- Furthers a culture of risk and compliance discipline, including maintaining data integrity and confidentiality across client files and transactions.
- Demonstrates commitment to implementing and following policies that support the Bank’s Risk Vision
- Escalates risk concerns in a timely and structured manner.
- Demonstrates adherence to the Bank’s Risk Vision and compliance culture.
- Completes all required compliance and regulatory training.
- Assists with special projects and department initiatives.
- Supports audit and examination readiness activities.
- Performs special projects and transformation initiatives as assigned.
- Maintains knowledge of evolving regulatory requirements and internal policy updates.
Benefits
- medical, dental, vision, life, and disability insurance
- comprehensive leave program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
