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GCIB - Growth & Middle Market - Customer Success Manager

4 months ago

Menlo Park, United States The Ladders Full time
Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we're 120,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world's most trusted financial group, it's part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details.

Job Summary:

The Customer Success Manager manages a portfolio of borrowing and non-borrowing clients and is responsible for delivering an overall delightful client experience which includes client onboarding, client servicing and proactive client solutioning. A key member of the client's relationship team, the CSM serves as the client's dedicated point of contact for deposit and cash management banking needs, as well as the starting point for operational questions and issues inclusive of debt facilities, foreign exchange, corporate card, global cash management, and other relationships the client maintains with the bank.

Management or Supervision:

ESSENTIAL FUNCTIONS

New Client Onboarding
  • Partners with relationship team to support client's onboarding experience
  • Conducts onboarding activities to include:
    • Partners with relationship team to identify low hanging deposit and cash management needs
    • Partners with other treasury specialists to perform live product demos and training as needed
    • Sets expectations on data and documentation requirements to open new services, inclusive of product documentation and KYC requirements
    • Is proficient with external and internal e-signature processes using DocuSign
    • Gathers and validates all relevant legal documentation to adhere to KYC based on client's legal entity type, in close coordination with KYC teams
    • Coordinates hands offs to centralized support teams for fulfillment of client product needs, while keeping client apprised to implementation status
    • Post onboarding, partners with relationship team to proactively engage client to review services and ensure client understanding and utilization
Client Servicing
  • Anticipates, acknowledges and orchestrates fast resolution of in-bound service inquiries
  • Transitions service tasks to appropriate support teams for management and resolution, while keeping client apprised of resolution
  • Identifies broader solutions to support client needs, escalating to RM, TRM, CS Manager / CSM partners when needing support
  • Engages Manager / CSM partners to resolve complex client inquiries
  • Facilitates the execution (with internal teams and externally with the client) of initial client onboarding inclusive of KYC, Account Opening, and basic MUFG Exchange Online Banking
Risk Advice
  • Partners with Manager / CSM partners to advise clients on risk mitigation strategies to combat money laundering and fraud
  • Manages internal Know Your Client "KYC" for new client onboardings, articulating BSA / AML requirements to client based on legal entity type; supports clients in triaging additional information needed to satisfy regulatory requirements
  • Partners with Manager / CSM partners to lead clients' discussions focused on fraud mitigation strategies, inclusive of recommending account, digital banking, and fraud solution controls
  • Collaborates with Customer Success Manager and operational partners to triage KYC, Sanction and High-Risk Industry and Fraud alerts
Client Success
  • Collaborates with client's Relationship Manager and Transaction Banking teams to remain apprised to short - and long - term client strategy; advises relationship team on client's service themes and trends
  • Proactively identifies opportunities to support client need based on client industry and life stage, partnering with Manager and functional peers to conduct proactive client touchpoints
  • Positions solutions within knowledge set, from qualify to close, for select deposit and cash management services
Decisions
  • Makes decisions offering select product solutions and risk mitigation strategies to client
  • Makes daily decisions on credit related activities like overdrafts and fee adjustments in coordination with the relationship team
Recommendations
  • Provides recommendations to support client short and long-term financial objectives based on product knowledge
Qualifications:

Knowledge
  • Knowledge of banking and / or commercial banking and treasury management services
  • Knowledge of service support best practices
  • Knowledge with general banking procedures and regulatory requirements including KYC
Skills
  • Client service experience including interpreting client inquires
  • Ability to develop and maintain trusted relationships with internal partners and clients across all levels
  • Strong oral and written communication skills including client facing presentation skills
  • Knowledgeable of banking and /or commercial banking products
  • Experience solving moderately complex problems
  • Demonstrated organizational skills
  • 3-4 years of related professional experience (banking/financial services industry or customer service) OR 5-7 years of overall experience
  • Bachelor's Degree desired and may be considered as 2-3 years overall experience
  • Demonstrated client relationship building experience and/or client support in financial services and/or products.


The typical base pay range for this role is between $90k - $125k depending on job-related knowledge, skills, experience and location. This role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.
  • MUFG Benefits Summary


The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual's associates or relatives that is protected under applicable federal, state, or local law.