TM Client Care Advisor II
About The Position
The Treasury Management (TM) Client Care Advisor operates as a portfolio manager, trusted advisor, and primary point of contact for treasury management clients. The role uses treasury management expertise, client data analytics, and industry trends to retain and grow client relationships, engineer solutions, and coordinate with Operations, Product, IT, Sales, and other resources to optimize each client's suite of services. The advisor is accountable for managing risk, following policies and procedures, and supporting positive experiences for customers and colleagues. This seasoned client service professional proactively manages a portfolio of top revenue-generating Commercial Division clients. The role handles service needs and escalations, recommends additional services, manages client communications and relationship reviews, supports client satisfaction, reviews documentation, and addresses risks related to high-risk transactions. It also collaborates with Sales and other business partners on proposals and relationship reviews, and participates in new and existing client implementations, from kickoff through project completion. The position is based in a normal office environment with limited exposure to dust, noise, and temperature variations. Extended viewing of a CRT screen and some travel are required. The role is located in Cincinnati, Ohio.
Requirements
- Bachelor's degree or equivalent work experience.
- Three or more years of banking experience preferred, including Commercial Bank experience and knowledge of commercial account structures and treasury management products and services.
- Three or more years of demonstrated client service experience preferred, including phone and face-to-face service.
- Excellent written and verbal communication skills, including 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 decision-making and strengthen client relationships.
- Ability to manage complex, uncertain, ambiguous, and high-pressure situations and adapt to new 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
- Commercial banking experience, including familiarity with commercial account structures and treasury management products and services.
- Three or more years of client service experience, including phone and face-to-face interactions.
Responsibilities
- Proactively manage a portfolio of top 10% revenue-generating Commercial Division clients.
- Serve as the treasury management relationship ambassador and primary point of contact for incident management, client behavior analytics, escalations, implementation, troubleshooting, assessment, and resolution.
- Use treasury management data analytics to improve retention, optimize revenue, deepen relationships, recommend services, and promote operational excellence and client satisfaction.
- Demonstrate leadership and drive adherence to procedures and guidelines in conjunction with the Client Advisor Team Lead.
- Manage team escalations with little oversight and train, mentor, coach, and provide oversight for newly onboarded Client Advisors.
- Assess clients' suitability for additional treasury management services and use consultative behaviors to close or refer opportunities.
- Proactively manage critical client communications through touch points, strategic outreach, and treasury management relationship reviews.
- Track participation and call reports.
- Monitor client portfolio satisfaction interviews and use feedback to improve the client experience.
- Respond to client requests promptly within standard service-level agreements and ensure requests are resolved and closed out.
- Drive problem resolution and escalate through defined Client Care, Relationship, and Operations channels as needed.
- Complete periodic client document reviews following client-triggered events or relationship analysis, ensuring materials are accurate, current, 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.
- Work with Sales partners on requests for proposals and treasury management relationship reviews as needed.
- Identify and engage appropriate Implementation resources for treasury management additions, changes, or deletions.
- Participate in assigned new-client implementations, including internal and external kickoff meetings and ongoing project calls.
- Review implementation documentation and account information for accuracy and completeness.
- Collaborate with business partners to ensure effective implementation of services and products for new or existing client requests.
Benefits
- Comprehensive benefits programs supporting physical, financial, emotional, and social well-being.
- Eligibility 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
