Client Services Leader

Description

This role is responsible for the day-to-day execution and continuous improvement for commercial account opening, legal documentation, and treasury management product administration in compliance with applicable laws, regulations, and Bank policies. The role manages and is a working member of loan support and treasury management operations ensure service levels are met.

• Documentation, onboarding, and administration of loan and treasury management products
• Operational risk mitigation and controls and adherence to standards
• Optimize current processes and identify areas where technology can enhance operations.

Documentation, onboarding, and administration of loan and treasury management products - 70%

• Champion a client-centric culture across the department by setting expectations, mentoring/managing staff, and ensuring consistent delivery of exceptional service that exceeds client expectations.
• Independently execute routine processing tasks for the department.
• Establish and maintain service level agreements, publish performance dashboards, and evaluate processes for improved service.
• Partner with Credit, Relationship Managers, and Compliance to ensure expectations are met.
• Support growth and servicing of clients and business lines.
• Cross train staff, ensure adequate coverage of processes, and develop a plan for maintaining skills.
• Coordinate end-to-end legal document sets for loans (i.e. notes, security agreements, guarantees, UCC filings/continuations, collateral perfection, insurance, tickler setup).
• Administer treasury management product setup and maintenance (i.e. ACH, Wires, RDC, Positive Pay, online banking entitlements and limits); monitor daily controls and dual authorization practices.
• Maintain vendor relationships and act as product administrator for technology platforms; coordinate upgrades and UAT.

Operational risk mitigation and controls and adherence to standards - 15%

• Maintain policies/procedures/SOPs and internal controls that meet regulatory, audit, and exam expectations.
• Ensure processes are done in compliance with applicable laws, regulations, and Bank policies.
• Own remediation for audit/exam findings; reduce operational loss events and exception rates.
• Manage exception tracking and maintain a clean, exam-ready environment.
• Develop and implement robust fraud prevention and mitigation strategies, ensuring compliance with regulatory standards and safeguarding client assets

Optimize current processes and identify areas where technology can enhance operations - 15%

• Review work processes and guide the team to identify changes that can leverage technology for improved quality, efficiency and effectiveness.
• Build business cases for automation or system enhancements and coordinate change management and training.
• Gain alignment and approval from other leaders to implement changes and improvements and ensure changes are integrated into daily operations.
• Anticipate future technology needs that have the potential to transform client experience, quality, and efficiency.

• Delighting my customers
• Giving my all
• Creating a great place to work
• Making improvements
• Keeping us compliant

The person in this role directly supervises exempt/non-exempt employees. Leaders at this level are expected to foster engagement, develop people, seek out new talent, and cultivate an awareness of and commitment to our vision, values and strategies.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• College degree or equivalent experience
• 5+ years of loan support or treasury management experience and/or training
• Minimum of 2 years supervisory experience
• Hands‑on expertise with commercial account opening (CIP/KYC/BOI/OFAC) and loan documentation workflows (UCCs, collateral, insurance/flood, ticklers) preferred.
• Working knowledge of treasury management products and rules (ACH/NACHA, wires, RDC, Positive Pay) and common controls/entitlement practices preferred.
• Continuous Improvement mindset including metric development, SOPs, and root‑cause problem solving.
• Strong stakeholder management enabling partnerships with Credit, RMs, Compliance, and IT/Vendors.