TM Client Care Advisor Team Lead
About The Position
The Treasury Management (TM) Client Care Advisor Team Lead serves 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 and engineer appropriate TM solutions. It partners with Operations, Product, IT, Sales, and other business resources to optimize services for each client. The position is accountable for managing risk in accordance with bank policies and procedures, raising concerns, and supporting positive customer and colleague experiences. It manages a portfolio of the Commercial Division’s top revenue-generating clients, resolves escalations, supports implementation activity, and mentors newly onboarded Client Advisors. The role is based in a normal office environment in Chicago, Illinois, with some travel required.
Requirements
- Bachelor’s degree or equivalent work experience.
- Excellent written and verbal communication skills using a business style.
- 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 support decision-making and strengthen client relationships.
- Ability to manage complex, uncertain, ambiguous, and high-pressure situations and adapt to new circumstances.
- Problem-solving and prioritization skills, with 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
- Five or more years of banking experience, preferably including Commercial Bank experience such as commercial account structure and Treasury Management products and services.
- Five or more years of demonstrated client service experience, preferably by phone and face to face.
Responsibilities
- Proactively manage a portfolio of the Commercial Division’s top 10% revenue-generating clients and serve as their Treasury Management relationship ambassador and primary point of contact.
- Use TM data analytics to improve client retention, optimize revenue, deepen relationships, and recommend services that add value and support client satisfaction.
- Manage incidents, client behavior analysis, escalations, implementations, troubleshooting, assessments, and resolution of client issues.
- Demonstrate leadership, drive behavior changes, follow procedures and guidelines, and manage team escalations with little oversight from the Client Advisor Team Lead.
- Train, mentor, coach, and provide oversight for newly onboarded Client Advisors.
- Assess clients’ suitability for additional TM services and use consultative behaviors to close or refer opportunities.
- Manage critical client communications through strategic outreach, touch points, and TM relationship reviews; track participation and call reports.
- Monitor client satisfaction feedback and provide timely responses to client requests within standard service-level agreements.
- Drive problem resolution and escalate through defined Client Care, Relationship, and Operations channels.
- Complete periodic client document reviews and ensure materials are current, accurate, and properly recorded.
- Manage bank and client risks associated with high-risk transactions, including wires and overdrafts, and identify circumstances that could expose the Bank to losses.
- Collaborate across lines of business and with Sales partners to proactively manage client relationships and support RFPs and TM relationship reviews as needed.
- Identify and engage appropriate Implementation resources for TM additions, changes, and deletions.
- Participate in assigned new-client implementations, including kickoff meetings and ongoing project calls, and track participation and call reports.
- Review implementation requirements, documentation, and account information for accuracy and completeness.
- Work with business partners to ensure successful service and product implementation 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
Senior
