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 and client data analytics to retain and grow client relationships, develop solutions informed by industry trends, and engage Operations, Product, IT, and Sales resources to optimize services for each client. The position is accountable for managing risk in accordance with bank policies and procedures, identifying and monitoring risks, and supporting positive experiences for customers and colleagues. It manages a portfolio of top revenue-generating Commercial Division clients, provides consultative service, resolves escalations, supports client communications and reviews, and collaborates on treasury management implementations. The role also provides coaching and oversight to newer Client Advisors. The position is based in a normal office environment in Cincinnati, Ohio, with some travel required and extended viewing of a CRT screen.
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 decision-making and strengthen client relationships.
- Ability to cope with 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
- Three or more years of banking experience, preferably including Commercial Bank experience such as commercial account structure and Treasury Management products and services.
- Three or more years of demonstrated client service experience, 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 contact for service matters, incident management, analytics, implementation, troubleshooting, escalation, assessment, and resolution.
- Use treasury management data analytics to improve client retention, optimize revenue, deepen relationships, recommend valuable services, and support operational excellence and client satisfaction.
- Demonstrate leadership and drive behavior changes in conjunction with the Client Advisor Team Lead; manage team escalations with little oversight.
- 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.
- Manage critical client communications through touchpoints, strategic outreach, and treasury management relationship reviews; communicate promptly in intense service situations and track participation and call reports.
- Monitor portfolio Overall Satisfaction interviews and use feedback to provide a strong client experience; respond to requests promptly within service-level agreements and close the loop with clients.
- Drive problem resolution and escalate through defined Client Care, Relationship, and Operations channels.
- Complete periodic client document reviews triggered by client events or relationship analysis, ensuring materials are current, accurate, and appropriately recorded.
- Manage bank and client risks associated with high-risk transactions, including wires and overdrafts, follow Client Care policies and procedures, and identify potential risks to protect the bank from losses.
- Collaborate across lines of business to proactively manage client relationships and support 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, attend internal and external kickoff meetings and ongoing project calls, and track participation and call reports.
- Review implementation requirements and required documentation and account information for accuracy and completion.
- Collaborate with business partners to ensure effective service and product implementation for new or existing client requests.
Benefits
- Comprehensive benefits programs supporting employees’ and families’ 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
