Client Service Associate II

Own our Client's experience! Work with clients to resolve issues around their Commercial and Investment Bank products and services.

As a Client Service Associate within the Commercial and Investment Bank, you will partner with Sales, Product, Implementations and Operations, attend client calls to address processing questions, and provide standard solutions to meet client requirements.

Your involvement during the onboarding phase will ensure a seamless and positive client experience.

Additionally, you will have the chance to review existing client setups to find opportunities to streamline processes and/or when complex services are added.

Job Responsibilities


* Partner with Product Sales Specialist (PSS)/Sales during the RFP/Onboarding process by reviewing the RFP/requirements to provide feedback and questions, confirm volumes, processing site and processing type.


* Track RFP's/New Business(NB) Projects and conduct periodic follow ups with PSS/Sales/Onboarding to confirm status and updates.


* Participate in any nonstandard submissions and be actively engaged through the entire process which may include presenting the request and business justification to key stakeholders.


* Attend weekly implementation calls to address processing questions and to provide alternate solutions when requirements fall outside of our product standards.


* Support Onboarding and Technical teams with mail processing and data entry instructions for complex setups.

Provide verbiage when necessary to support complex and approved nonstandard processes.


* Manage production inquiries or issues post implementation to assess root cause and address any changes to the setup if applicable.


* Review existing setups when adding new services and provide recommended changes to streamline processes.


* Manage and support lockbox moves by reviewing existing setups to provide discrepancies that need to be addressed prior to move, schedule moves and work with internal business partners to complete the moves.


* Conduct all prospect and newly awarded client tours.


* Lead and participate in Lockbox 101 training sessions and new product roll outs.


* Complete other tasks as assigned.

Required qualifications, capabilities, and skills


* 6+ years experience in Receivables Operations or Client/Customer Service role.


* Highly detail-oriented and analytical, must be able to grasp, analyze and apply new information in a fast-paced environment.


* Strong communication skills (verbal and written), with ability and comfort level to communicate with various groups and levels within and external to the line of business.


* Highly organized, ability to work on multiple projects simultaneously.


* Excellent time management skills and ability to meet target deadlines.


* Self-starter, ability to manage daily task workload and projects with minimal direction.


* Knowledge of business software applications.


* Ability to...