As a Client Service Analyst, you will report to a Client Service Senior Associate or Client Service Manager. You will be responsible for various customer service and relationship management activities, as well as operational controls for an assigned portfolio of clients. In this role, you will serve as the primary point of service contact for each client within your assigned portfolio. The assigned client portfolio may be comprised of operating transactional accounts and complex treasury products.
Daily activities will include, but are not limited, to maintaining treasury products and accounts, research and resolution of customer's treasury inquiries, preparing and collecting account documentation and managing internal project initiatives for your portfolio of clients. Additionally, you will be expected, over time, to be able to identify products and services that may benefit clients and improve overall relationship profitability. You will also participate in joint client calls with Bankers and Treasury Sales Officers both in person and over the phone.
Job Responsibilities
- Partner with a Client Service Associate or Client Service Senior Associate to understand client issues, be responsible for providing timely follow-up to clients, and be accountable for client satisfaction through the ownership of the problem
- Resolve issues by identifying underlying or hidden problems and patterns
- Build knowledge of commercial treasury management products and services
- Serve as a liaison between the Relationship team, Operations, Treasury Management Sales and Implementations to provide the best service to the client, your department, and the firm
- Identify and control risk to prevent fraudulent account behavior and potential fraud exposure
- Prioritize daily workload to maximize productivity utilizing time management and organizational skills
- Follow all established policies, procedures and practices
- Project a confident and professional presence to our clients, other bank departments and the community
- Desire to exceed client expectations
- Work independently with supervision and escalate complex issues as necessary to resolve customer requests in a timely manner
Required qualifications, capabilities and skills
- Excellent communication skills both written and verbal
- Relentless and versatile learner with an aptitude for assimilating new industry, company, product or technical knowledge
- Highly organized with ability to manage competing priorities
- Demonstrated, consistent professional presence with the ability to adapt to evolving needs and situations.
- College degree preferred, or equivalent work experience
- Preferred minimum of one to three years of customer service, operations, sales or portfolio management experience, preferably with work experience primarily in banking or the financial service industry
- Proficient PC skills including Word, Excel and PowerPoint
Internal Application Eligibility Requirements
- TENURE
- Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
- PERFORMANCE
- Meets satisfactory performance standards as defined by the firm
- Not under Performance Coaching (formerly known as PIP)
- CORRECTIVE ACTION
- Employees who were given written warning or higher and within the prescriptive period are not eligible to apply.
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in theApplying forInternalPositions Firmwide Standard
Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or line of business specific guidelines.
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In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.