Payments - Client Service - Analyst

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.

Core functional responsibilities and expectations include, but are not limited to, the following:

1. 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.
2. Resolve issues by identifying underlying or hidden problems and patterns.
3. Build knowledge of commercial treasury management products and services.
4. 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.
5. Identify and control risk to prevent fraudulent account behavior and potential fraud exposure.
6. Prioritize daily workload to maximize productivity utilizing time management and organizational skills.
7. Follow all established policies, procedures and practices.
8. Project a confident and professional presence to our clients, other bank departments and the community.
9. Desire to exceed client expectations.
10. Work independently with supervision and escalate complex issues as necessary to resolve customer requests in a timely manner.

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.

Experience:

• 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.

Required Experience:

• 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.