TM Client Care Advisor Team Lead
About The Position
The Treasury Management (TM) Client Care Advisor operates as a portfolio manager and trusted advisor for treasury management clients, serving as their primary point of contact for TM services. The role focuses on retaining and growing client relationships by using client data analytics and industry trends to engineer solutions, while coordinating with Operations, Product, IT, Sales, and other partners. The position is accountable for managing risk within the Bank’s risk appetite and for delivering a positive customer experience. The advisor proactively manages a portfolio of the Commercial Division’s top 10% revenue-generating clients. The role also provides seasoned leadership and coaching to Client Advisors, helps manage team escalations, and supports client implementations. Some travel is required. The position is based in a normal office environment and involves extended viewing of a CRT screen.
Requirements
- Bachelor’s degree or equivalent work experience.
- Excellent written and verbal communication skills in 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 facilitate decision-making and enhance client relationships.
- Ability to manage complex, uncertain, ambiguous, and high-pressure situations and adapt to changing circumstances.
- Problem-solving and prioritization abilities, 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, including Commercial Bank experience.
- Experience with commercial account structures and Treasury Management products and services.
- Five or more years of demonstrated client service experience, including phone and face-to-face service.
Responsibilities
- Proactively manage a portfolio of top revenue-generating Commercial Division clients and serve as the TM relationship ambassador and primary escalation contact.
- Use TM data analytics to support client retention, optimize revenue, deepen relationships, recommend services, and promote client satisfaction and operational excellence.
- Manage client incidents, behavior analytics, implementation matters, troubleshooting, and resolution of issues.
- Lead by example, support behavior changes, follow procedures and guidelines, and manage team escalations with limited oversight from the Client Advisor Team Lead.
- Train, mentor, coach, and provide oversight to newly onboarded Client Advisors.
- Assess client viability for additional TM services and use consultative behaviors to close or refer opportunities.
- Manage critical client communications through touch points, strategic outreach, and TM relationship reviews.
- Track participation and call reports; monitor OSAT interviews and use client feedback to improve the client experience.
- Provide timely responses to client requests within service-level agreements, close the loop, resolve problems, and escalate through defined channels.
- Complete periodic client document reviews and ensure materials are accurate, current, and appropriately recorded.
- Manage bank and client risks associated with high-risk transactions, including wires and overdrafts, and identify potential risk circumstances to protect the Bank from 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 internal and external kickoff meetings and ongoing project calls.
- Review implementation documentation and account information for accuracy and completeness, and work with business partners to ensure successful implementation of client requests.
Benefits
- Comprehensive benefits programs supporting physical, financial, emotional, and social well-being.
- Incentive compensation plan eligibility, 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
