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Client Services Team Leader

4 months ago

Miami, United States Amerantbank Full time

The Lending Assistant Team Leader position is responsible for assisting Relationship Managers, Portfolio Officers, and Managers with overseeing the overall administrative functions and responsibilities of developing and maintaining a portfolio of commercial loans and accounts, while enhancing the customer experience with servicing their needs within that portfolio (services, deposits, loans, etc.). This position also entails leading and supervising a team of lending assistants that will support the business unit in the monitoring, maintenance and origination of new and existing accounts based on current programs and policy.

Responsibilities:

  • Acts as a customer advocate within the organization
  • Retains relationships with clients through periodic contact.
  • Establish attraction and retention strategies and tactics to foster client service efforts.
  • Develops and manages cross selling activities for the assigned clients.
  • Analyzes statistics to develop client service strategies and improve processes.
  • Follows up with client complaints, special requests or sensitive cases assigned.
  • Proposes recommendations based on client feedback of new products and services and to enhance existing ones.
  • Monitors that cases assigned are handled within SLA established.
  • Manages the daily workflow to achieve SLAs and redirects workload, as needed.
  • Directs staffing, training, and performance to achieve results.
  • Provides informal and formal coaching on a daily basis as well as on-the-job training for the Client Service team as it relates to policies, procedures, cross sales, referrals, and product offering.
  • Approves client reference letters.
  • Reviews and approves account openings.
  • Provides and seeks constant feedback from the segment managers regarding the Client Specialist team to identify any quality issues within the team (Client Specialist and Relationship Manager) to ensure high levels of client satisfaction.
  • Identifies and reports to immediate supervisor any current or prospective risks to earnings or capital arising from violations of, or nonconformance with, laws, rules, regulations, prescribed practices, internal policies and procedures or ethical standards.
  • Partners with the BSA Commercial Liaison Manager (or designee) as needed.
  • Adheres to the Amerant Code of Ethics and all BSA/AML, USA Patriot Act, OFAC, information security and suspicious activity reporting requirements, and policies and procedures.
  • All other duties as required.

Minimum Education and/or Certifications Requirements:

College Degree or pursuing a college degree preferred.

High School diploma or GED

Minimum Work Experience Requirements:

Over Five (5) years as a Client Specialist and some previous management experience

Technical and/or Other Essential Knowledge:

Previous experience with Internet, Microsoft Outlook, and Microsoft Office, including MS Word and MS Excel required. Banking regulations, loan documentation including mortgages. Basic analyzing Financial Statement knowledge. Excellent communication and organizational skills. Bilingual (English and Spanish) preferred. Well organized and systematic. Must possess strong communication skills.

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