This job has expired, please see additional jobs below
Client Delivery Specialist
Associated Bank
Milwaukee, WI, United States
Job Details - this job has expired, please see similar jobs below
Description
Equal Opportunity Employer
Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: colleaguecare@AssociatedBank.com or call: (800) 878-3282.
Client Delivery Specialists are responsible for ensuring a thorough and smooth on-boarding of products and services sold to new and existing clients of Associated Bank. Specialists will be need work effectively with various internal departments/stakeholders – Legal, Risk, Compliance, Operations and Technology, and directly with our clients’ Finance, Legal and IT departments, to establish these banking products and services. Additionally, they will be required to manage multiple implementation projects in various stages of delivery including: client interaction in person and over the phone; client training; creation and tracking of action items; deposit account opening and maintenance; and new product roll-outs; while simultaneously adding more to this workload. Some Specialists will be required to provide one-on-one and group training sessions, both in-person and over the internet, for existing customers on new or existing products and services. The entire Client Delivery & Customer Training group will be measured on Time to Revenue (the time from when a customer verbally agrees to purchase a product or service to when the customer first uses that product or service) and ability to provide a best in class customer experience.
COMPLIANCE STATEMENT
As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner. Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and insure that the customer’s best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is to simplify the customer experience and deliver outstanding service to every customer, every time.
Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.
KEY RESULT AREAS
Accuracy
Analysis
Communication
Customer Service
Operational/Procedural Activities
Project Management
Regulation and Compliance
Treasury Management
Customer Training
Time to Revenue
JOB ACCOUNTABILITIES
Facilitate implementation and billing of new products and services for new and existing clients. Follow up with customers to verify proper delivery/use of services purchased. Field and resolve customer questions and operational errors in regards to product set-up. Manages the daily workflow supporting all new and incremental implementations.
Works directly with the clients throughout the pre‐ and post‐ implementation process while ensuring quality delivery in accordance with client service levels. Commit to exceed or, at a minimum, meet all Service Level Agreements (SLA’s) for TM Product set-ups and maintenance with accuracy and timeliness.
Open client deposit accounts for new and existing customers. Provide account maintenance for customers with complex account structures or high profile clients.
Conduct training sessions for new and existing clients through online services and where necessary in person at the client’s location. Establish the necessary training materials, determine the appropriate level of training detail and effectively communicate with the customer before, during and after the training sessions to ensure achievement of training objectives. Conduct group training sessions where needed for multiple clients in order to improve client usage of new and existing products and services.
Able to match client’s technical and business needs to the bank’s abilities. Take ownership of tasks that need to be completed to onboard, troubleshoot or recommend solutions to satisfy the customers need.
Organize, manage and execute multiple projects such as service upgrades and report monitoring.
Maintain broad‐based knowledge of the Treasury Management products, services and industry.
Partner with Operations to ensure products/services are established, accurate billing is in place and documentation conforms to Bank standards.
Adhere to internal and external policies, procedures, and regulations to meet audit requirements and customer expectations.
Mentor and train other Client Delivery Specialists to ensure consistency of activities and results.
OTHER DUTIES AND RESPONSIBILITIES
• Client Delivery Specialists are responsible to evaluate the applicable risks – strategic, reputational, compliance/regulatory, operational, credit, interest rate, liquidity or price/financial – related to all customer and prospective customer sales deals and activities assigned to them as they perform their respective job function. They are to evaluate if the deal has the appropriate: documentation, pricing structure, risk sign-off from Product or applicable Sales Director, and is in compliance with applicable Bank policy related to the onboarding and/or establishment of new products or services to customers. Based on the risk identified, the Client Delivery Specialist is responsible to provide recommendations to help mitigate or eliminate the various risks and obtain approval for the proposed remedies or mitigants and escalate these risks and proposals to the Director of Client Delivery and Training and/or the Head of CDTM. Client Delivery Specialists are responsible to immediately notify and escalate to their Director and/or the Head of CDTM should a deal for an existing relationship or new customer change from the approved risk structure during the onboarding of the applicable product or service. In order to effectively identify the applicable risks, Client Delivery Specialists will participate and complete all required training through Associated University, CDTM Client Delivery and Training group training and overall CDTM training. Additionally, Client Delivery Specialists are strongly encouraged to seek opportunities to expand their knowledge of various risks through self-directed activities such as research of regulations, laws and other activities in consultation with their manager. Failure to adhere to this risk management culture and requirement may result in disciplinary action, up to and including termination.
Qualifications
EDUCATION
Bachelor's Degree in Business, Finance, Accounting or related field or equivalent related experience. Required
EXPERIENCE
2-4 years Banking, project management or business development related experience. Knowledge of CDTM products, and other non-borrowing and bank products and services. Required
LICENSES & CERTIFICATIONS
AAP - Accredited ACH Professional Preferred
CTP - Certified Treasury Professional Preferred
CAMS-Certified Anti-Money Laundering Specialist Preferred
CAPM - Certified Associate in Project Management Preferred