Client Services Specialist Senior

Overview

The Client Services Specialist is responsible for meeting the servicing needs and expectations of the large Corporate, Real Estate, Business Banking, and Private Client Group clients through the integrated delivery of Depository, Loan, and Treasury Management services. Must be able to work in a fast paced environment, multi-task, and work under minimal general supervision.

 

Principal Duties & Responsibilities:

• Responsible for client retention and satisfaction by responding to all Deposit and Loan requests and inquiries in a timely and efficient manner.

• Proactively initiates contact with clients as needed to provide superior service.

• Responsible for handling loan servicing requests such as advances, pay-downs, copies of statements and bills, research on billing issues, insurance, escrows, flood insurance, etc.

• Actively participates in the On-Boarding of new clients by opening and processing all types of accounts, products and/or services.

• Serves as the client’s primary servicing point of contact, maintaining thorough knowledge of the relationship:

  a. Issuing and collecting appropriate Deposit account documents and disclosures.

  b. Coordinating with Electronic banking, Treasury Management and debit card services to issue, implement and training as necessary.

  c. Creates and maintains proper Households.

  d. Set up in Analysis composites.

  e. Refer new check order to PCG Support Team once specs have been collected

• Responsible for ensuring Regulatory Excellence:

  a. Making and inputting decisions on overdrafts (within their authorized limits).

  b. The first client contact to collect missing signature cards and other applicable signature documents relating to new Deposit accounts.

  c. The first client contact to satisfy BSA/RFI requests.

  d. The first client contact to satisfy pending Loan Ticklers and late payments not related to a renewal of a loan.

  e. Upload all account documentation to the appropriate areas

  f. Escalate all unresolved issues related to the above mentioned tasks to the RM.

• Completing Reg E disputes, resolving fraud, check disputes, check processing errors and all other activities related to the Aithent system.

• Responsible for handling and processing all client requests or inquires related to Deposit accounts including but not limited to:

  a. CIS maintenance changes.

  b. Correcting CIP errors.

  c. Close accounts, complete closing code reason.

  d. Address changes.

  e. Change of Signer maintenance (including the issuance and collection of all appropriate signature documents and disclosures as applicable).

  f. Deposit Research – statements, check copies, balance inquires, etc.

  Responsible for the proper disposition of all exception items from Deposit Operations related to the clients they service.

   

• Composes and types letters, emails, and other special reports to support RMs.

• Organizes and maintains files on all clients.

• Maintains strong product knowledge.

• Continually communicates with Relationship Managers regarding client activities, issues, and potential opportunities.

• Participates in on-site client visits and relationship reviews.

• Ensures compliance with the Bank’s operational, regulatory, and security policies and procedures.

Qualifications

• Minimum five years of client service experience, preferably in the financial service industry.
• In-depth knowledge of banking products.
• Highly motivated self-starter.
• Must be proficient in: loan/depository systems.
• Proficient in Microsoft Word, Excel, and Outlook.
• Excellent verbal and written communication skills.
• Strong attention to detail and proven ability to multitask effectively.
• Excellent interpersonal skills, phone manners and customer service skills are essential.

Education

• Associate degree in Business or related field preferred. 

Special Instructions to Candidates

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (