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Senior Client Services Specialist
2 months ago
The Senior Client Services Specialist role is pivotal in supporting Relationship Managers, Portfolio Officers, and Management in the comprehensive administrative tasks associated with developing and sustaining a portfolio of commercial loans and accounts. This position aims to enhance the customer experience by effectively addressing their needs within the portfolio, including services, deposits, and loans.
Key Responsibilities:
- Collaborate closely with Relationship Managers and Portfolio Officers to facilitate loan processing and address general service requests, including:
- Resolving customer inquiries and service requests related to accounts and loans;
- Preparing account maintenance documentation;
- Processing loan payments and debit instructions;
- Receiving and forwarding loan documents for processing pay-offs, estoppel requests, and mortgage satisfactions;
- Collecting fees for third-party services;
- Notifying customers about renewal statuses and providing a list of required financial documentation;
- Preparing reports and monitoring overdrafts.
- Assist in customer onboarding processes alongside Relationship Managers and Portfolio Officers, ensuring ongoing servicing items are addressed, such as:
- Setting up auto debit;
- Establishing real estate tax and insurance escrow accounts (if applicable);
- Engaging with the Treasury Management Department to implement banking treasury products (e.g., Online Banking, Remote Deposit Capture) for customers.
- Gather and review necessary loan and credit documentation both pre and post-closing, preparing all required forms and conducting legal searches via online resources, while updating credit files and checklists.
- Manage the opening and maintenance of depository accounts, ensuring proper processing and collection of related documentation.
- Execute common administrative tasks and manage both internal and external communications, including timely responses to phone calls and emails. This may involve preparing mailings, obtaining necessary signatures, and coordinating schedules for Relationship Managers and Portfolio Officers to ensure operational efficiency.
- Upload and manage tracking exceptions such as site visit reports, annual reviews, and financial reports to uphold asset quality.
- Monitor and manage overdrafts and past-due reports, which may involve direct communication with customers.
- Confirm wire transfers with customers in response to fraud alert notifications, where applicable.
- Prepare minimum balance covenant certificates.
- Compile the BSA/compliance package for internal review, organizing and reviewing all formation documents, including operating agreements, partnership agreements, and articles of incorporation, relevant to each entity in the customer organization chart.
- Develop a detailed Organization Chart, preparing adverse media and conducting Lexis Nexis checks.
- Review post-closing loan documentation for collection and verification to maintain quality controls.
- Process vendor invoices and obtain necessary approvals for submission to accounts payable, following up to ensure timely payments.
Minimum Education and Certifications:
A Bachelor's Degree is required or in progress.
Formal credit training is advantageous.
Minimum Work Experience:
3+ years of experience in Lending/Banking or as an Administrative Assistant.
Extensive experience in account opening with complex structures, operations, and BSA compliance.
Essential Knowledge:
Familiarity with banking regulations, loan documentation including mortgages, and basic financial statement analysis.
Proficiency in Microsoft Office 365 applications, including MS Word, MS Visio, MS Excel, MS Teams, and MS PowerPoint.
