Client Service Officer

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Under the direction of the Institutional Services (IS) Administrative Manager, this position is chiefly responsible for administration of Institutional accounts, overseeing support staff activities, new business development, and complying with IS policies developed to carry out corporate policies and objectives.

The role involves managing institutional accounts, coordinating with support teams, and ensuring compliance with bank policies.

• Manages accounts per policy and governing documents. Responds to all client financial needs which may include more complex situations. Anticipates potential challenges or needs and implements appropriate solutions. Responsible for the day-to-day account administration activities, including account set‑ups, deposits and withdrawals of assets, and investment needs through available support staff. Works to facilitate the timely review of accounts and proactive management of issues.
  
  Researches and resolves customer problems and initiates corrective action to efficiently ensure complete satisfaction. Follows up as needed to ensure that customer needs are met. May write to both external and internal customers.
• Supports sales and referral goals set by the IS Manager for the Relationship Managers. Develops an individual sales support plan and provides regular updates. Independently calls on clients and prospects to identify customer needs, consulting clients on services and establishes, maintains and expands relationships and breadth of services used by clients. Develops new business opportunities and maintains existing relationships by cross‑selling and ensuring application of all services appropriate to client needs.
  
  Assists in maintaining a scheduled calling program for existing clients to ensure high‑quality servicing and identify additional needs to enhance relationships.
• Coordinates division support functions to ensure accurate and timely account activities, including coordination with CAS‑Admin, Trust Operations and Commercial Banking servicing counterparts. Must coordinate compliance activities for all client accounts. Responsible for implementing bank policies and procedures in administration of accounts.
• Maintains and develops relationship management, service and technical skills and knowledge through training and other developmental activities. Performs presentations in front of client groups and in one‑on‑one client meetings.
• Performs all other miscellaneous responsibilities and duties as assigned.

• Bachelor’s degree from an accredited institution or equivalent work experience. Major in business or related area preferred.
• Assigned a portfolio of clients with moderately complex IS business.
• Consults with, but performs assigned job functions with minimal supervision from the IS Administrative Manager or Relationship Managers.
• Client calls are generally performed jointly with the Relationship Manager or with a product specialist, but can be performed independently.
• Has begun to develop client referral sources, and a client prospect list.
• Minimum 4‑5 years of financial services relationship management or equivalent work experience required.
• Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel and Power Point) or similar software. Knowledge of or ability to use bank software and systems.
• Excellent communication skills to include excellent writing, speaking, and presentation skills. Must possess excellent networking and business‑development skills. Should have interpersonal skills sufficient to build strong working relationships and partnerships across the organization. Able to work with all levels of employees, management, as well as business owners and executives. Should be an active listener and team player who projects a positive, professional image and promotes team effort.
  
  Able to handle important accounts and express complex ideas in concise and simple terms. Must be analytical, detail oriented, organized, and independent. Able to meet deadlines and handle multiple priorities. Able…