TM Client Care Advisor II - California Region
About The Position
The Treasury Management (TM) Client Care Advisor operates as a portfolio manager for treasury management clients and serves as their trusted advisor and primary point of contact for TM services. This client service professional applies treasury management expertise and client data analytics to retain and grow client relationships, engineer solutions informed by industry trends, and coordinate with Operations, Product, IT, and Sales to optimize each client’s suite of services. The role is accountable for managing risk by exchanging ideas and concerns, following policies and procedures, and identifying, assessing, monitoring, and reporting risks within the Bank’s risk appetite. It also works to deliver a positive customer experience and do what is right for customers and colleagues. The advisor proactively manages a portfolio of the Commercial Division’s top 10% revenue-generating clients, handling relationship management, incident resolution, escalations, implementation, troubleshooting, service assessments, and client communications. The role uses analytics and satisfaction feedback to improve retention, grow relationships, and deliver timely, complete service. It also coaches and supports Client Advisors, collaborates with Sales and other business partners, and participates in client implementations and TM service changes. The position is based in a normal office environment in San Jose, California, with extended viewing of a CRT screen and some travel required.
Requirements
- Bachelor’s degree or equivalent work experience.
- Excellent written and verbal communication skills, using business-style communication.
- Ability to communicate effectively with all levels of the organization.
- Strong interpersonal and relationship-building skills.
- Ability to filter and analyze information and processes to facilitate decisions and enhance client relationships.
- Ability to handle complex, uncertain, ambiguous, and high-pressure situations and adapt to changing circumstances.
- Ability to solve problems, prioritize multiple tasks, and maintain strong attention to detail.
- Ability to collaborate and influence positive outcomes.
- Strong organizational skills and ability to use internal systems for problem resolution.
- Extensive experience with Microsoft Office products, including OneNote, Word, Excel, PowerPoint, and Outlook.
Nice To Haves
- Three or more years of banking experience preferred, including Commercial Bank experience such as commercial account structure and Treasury Management products and services.
- Three or more years of demonstrated client service experience preferred, including phone and face-to-face service.
Responsibilities
- Proactively manage a portfolio of top 10% revenue-generating Commercial Division clients as the Treasury Management relationship ambassador and primary escalation contact.
- Use Treasury Management data analytics to improve client retention, optimize revenue, deepen relationships, recommend services, and support operational excellence and client satisfaction.
- Demonstrate leadership and help drive behavior changes while following procedures and guidelines with the Client Advisor Team Lead.
- Manage team escalations with limited oversight from the Client Advisor Team Lead.
- Train, mentor, coach, and provide oversight for newly onboarded Client Advisors.
- Assess clients’ suitability for additional Treasury Management services and use consultative approaches to close or refer opportunities.
- Manage critical client communications through touch points, strategic outreach, and relationship reviews; track participation and call reports.
- Monitor client Overall Satisfaction interviews and use feedback to deliver a strong client experience and timely responses within service-level agreements.
- Drive problem resolution and escalate through defined Client Care, Relationship, and Operations channels as needed.
- Complete periodic client document reviews triggered by client events or relationship analysis, ensuring materials are current, accurate, and appropriately recorded.
- Manage Bank and client risk associated with high-risk transactions, including wires and overdrafts, and identify circumstances that could expose the Bank to losses.
- Collaborate across lines of business to proactively manage the overall client relationship and track participation and call reports.
- Work with Sales partners on RFPs and Treasury Management relationship reviews as needed.
- Identify and engage appropriate Implementation resources for Treasury Management additions, changes, and deletions.
- Participate in assigned new-client implementations, including internal and external kickoff meetings and ongoing project calls; track participation and call reports.
- Review implementation requirements, documentation, and account information for accuracy and completeness.
- Collaborate with business partners to deliver effective service and product implementation for new or existing client requests.
Benefits
- Comprehensive benefits designed to support employees and their families, including physical, financial, emotional, and social well-being.
- Eligible to participate in an incentive compensation plan, with payments based on company, line of business, and/or individual performance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
