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Client Specialist Team Leader

1 month ago

West Palm Beach, United States Amerant Full time

Responsible for developing and implementing, together with a team of Client Specialists, a differentiated level of service for the Commercial Bank’s clients (assigned loan and deposit portfolio) with the objective to strengthen client loyalty and retention. Manages and oversees a team of Client Specialists to support the Relationship Managers in retaining and expanding relationships, onboarding new clients, and in identifying cross-sell opportunities such as Treasury Management. Develops and implements process changes to address any gaps or deficiencies allowing for a better client and associate experience. Adheres to the Bank’s BSA/AML, Compliance and Security Policies and Procedures.

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 college degree preferred

High School Diploma or GED

Minimum Work Experience Requirements:

Over five (5) years as a Client Specialist and some 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). Well organized and systematic. Must possess strong communication skills.