Be the hub of communication and help build deep and lasting relationships with our most complex Commercial Bank clients across the country.
As a Client Success Officer within the Commercial Bank, you will serve as a key liaison for Commercial Bank clients. This role will work closely with Commercial Bankers, Treasury Management Officers, Client Service, Implementations, and Know Your Client (KYC) teams to deliver an enhanced client experience to the firm’s valued relationships and newly acquired clients being implemented.
The Client Success Officer plays an important role in the execution of the firm’s retention, growth, and client experience strategies, including accountability to deliver on broader organizational service and revenue expansion.
Job Responsibilities
Contribute to strategic client reviews and long-term planning and partner with Banking and Sales on growth opportunities Manage/resolve client escalations and issues Help the coordination and project management of product implementations and service related needs Assist in relationship review documents, visualizations from data sets Maintain ongoing relationship management routines Manage project meetings for large client implementations and create and manage planning for projects such as migrations, year-end pricing changes, etc. Work with Risk partners for certain elements of risk management including fraud prevention. Help coordinate and facilitate RFPs responses and participate in RFPs where applicable Coordinate with the banking team to participate in sales pitches for prospect clients to show the value add of the service model Address and coordinate the set-up, invoice and billing for treasury and cash management products Coordinate with the Banker and operational partners, such as Client Data Management Team, & KYC, to assist with the onboarding of new to bank clients and to assist with periodic client renewals
Required qualifications, capabilities and skills
Bachelor’s degree and/or 5+ years of equivalent prior work experience in Business Operations / Client Services / Sales Support Comprehensive knowledge of Treasury Products and Services Proven client interaction skills to calibrate & manage client expectations Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues Ability to motivate cross-functional teams and interact with all levels of the organization including senior management, sales, IT, operations and product management, banking, implementation, service, KYC, liquidity, merchant, card, credit, legal, compliance, etc. Working knowledge of Microsoft Office suite of products such as Project, Power-point and Excel Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions
Preferred qualifications, capabilities and skills
MBA PMP or other Project Management Certifications Ability to provide quantifiable management reporting
Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth.
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