Commercial Client Experience Associate

Position Title

Commercial Client Experience Associate

 

Location

New York, NY 10018

 

Job Summary

The Client Experience Associate is an expanded role that serves as the primary day-to-day servicing contact for commercial clients within the Commercial Client Experience Unit (CCEU), supporting Treasury Management Sales and Relationship Management teams across the enterprise.

This role delivers a white-glove, concierge client servicing experience by providing proactive, consultative, and operational support across a broad range of treasury and commercial banking products. The AVP acts as the operational and subject matter expert for assigned client relationships, executing on service strategies, resolving complex client issues, and ensuring seamless delivery of banking services. The AVP is an expanded role with robust knowledge, experience and industry market expertise in treasury management sales, products and service.

The AVP partners closely with Relationship Managers and Treasury Management Sales Officers, supporting client onboarding, servicing, and issue resolution in ways that enhance sales efforts and strengthen the client relationships. The role is accountable for operational integrity, client satisfaction, and adherence to regulatory and risk standards while supporting Commercial Real Estate, Small Business & Business Banking, Commercial & Corporate Banking, Private Banking, specialized industry segments, and related verticals.

 

Job Responsibilities:

Client Servicing & Relationship Support

• Serve as the primary point of contact for clients for day-to-day operational servicing needs.
• Provide proactive, consultative, and responsive support to clients across treasury and deposit products.
• Engage with clients, Relationship Managers, and Treasury Management Sales Officer to anticipate needs, remove servicing barriers, and accelerate deposit onboarding and treasury adoption.
• Ensure timely and accurate resolution of client inquiries, requests, and issues.
• Deliver white-glove concierge service aligned to client segment and industry specialization.
• Ensure service interactions reinforce relationship value and support revenue retention.

Treasury & Operational Execution

• Work closely with Relationship Managers and Treasury Management Sales Officers to ensure that client onboarding proceeds smoothly, quickly, and in alignment with sales commitments.
• Process account maintenance, service requests, wires, exceptions.
• Liquidity and treasury management general service inquiries.
• OD/NSF/Return and exception item Report review and client communications.
• Assist clients with onboarding activities including account setup, documentation review, and service implementation support.

• Process transactions such as transfers, loan payments, deposits, and account adjustments within delegated authority
• Prepare and validate new account documentation to ensure completeness accuracy and compliance

Problem Resolution & Client Advocacy

• Resolve complex client issues, including escalations related to transactions, servicing errors, or account discrepancies.
• Manage overdraft situations, exception items, and client complaints with appropriate follow-up.
• Determine root causes of issues and implement solutions to prevent recurrence.
• Take ownership and act as a liaison between clients and internal departments to ensure issue resolution.
• Maintain strong client relationships to support retention and satisfaction.
• Advocate for client needs while ensuring coordination with Relationship Managers and Treasury Management Sales Officers to maintain aligned communication and expectations.

Risk, Compliance & Operational Integrity

• Ensure compliance with all regulatory and internal policies including:
  • BSA/AML
  • OFAC
  • KYC and CIP requirements
  • UCC
  • Regulation CC
  • Regulation E
• Maintain accurate and complete client documentation and account of records and retention schedules.
• Monitor account activity and identify potential risks including overdrafts, fraud indicators, and unusual transactions.
• Escalate risk concerns and irregularities in a timely manner.
• Adhere to internal controls and audit requirements.
• Use judgement to balance risk considerations with the need to deliver strong service outcomes.

Sales Support & Relationship Growth

• Identify opportunities to deepen client relationships through referrals and cross-sell opportunities.
• Maintain strong working knowledge of all b