IBS Client Experience Specialist

2 months ago

Decatur, Illinois, United States Bank Independent Full time

General Summary:

Under the supervision of the IBS VP Credit, and in compliance with established policies and procedures, the Client Experience Specialist serves in a team environment to support Client onboarding, operations, and relationship management. This role is the primary point of contact and subject matter expert for client relationships and will facilitate communication with both internal and external stakeholders.

Essential Functions:

  • Support of client implementation, administration and marketing efforts
  • Advocate for client perspective during the deal, onboarding, and implementation stages
  • Execute the implementation management process to complete successful onboardings.
  • Perform initial onboarding of IBS with Client, facilitating training on IBS processes and expectations via phone, web or in person, ensuring strong adoption and ongoing engagement throughout the Client's time on service with an emphasis placed on the conversion period
  • Build strong, long-term relationships with Clients, understanding the individual needs of each industry served and help tailor alternate solutions depending on the Client needs and variables
  • Partner with the Sales Team to create repeatable processes, and ensure a streamlined experience for our clients
  • Collaborate with the Underwriting Team, Client Administration, Electronic Delivery, Legal, and other stakeholders
  • Ensure the CRM platform is utilized, and information remains updated for all active deals
  • Promote consistent cross-departmental collaboration for new clients
  • Create and maintain departmental records, reports, and documents

Working Conditions

  • Generally good, with little exposure to noise, extreme temperatures, dust, or other adverse factors.
  • Considerable effort and eyestrain from continued checking on the accuracy of all work leaving the department.

Minimum Level of Preparation and Training

  • Strong communication and collaboration skills.
  • Commercial finance/receivable client training and/or travel experience preferred.
  • 3 to 5 years of experience in commercial credit or accounts receivable industry preferred, more specifically direct client-correspondence experience
  • Bachelor's degree in communication, accounting, and/or business-related field preferred
  • Track record of ability to create strong client relationships preferred.
  • Strong group speaker and presenter preferred.
  • Strong presentation software skills, specifically MS PowerPoint and Excel.

Required Skills, Knowledge, and Abilities

  • Excellent phone and service skills
  • The ability to accomplish multiple objectives in a fast-paced environment
  • Ability to travel often (up to 50% of time), sometimes with little advance notice
  • Effective communication and team-work skills
  • Ability to develop strong knowledge of proprietary product, services, and processes
  • Ability to travel alone without supervision, this includes acceptable driving history.

Employees are required to perform other duties as assigned by management. Management reserves the right to change this job description as needed.

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