HOA Client Relationship Associate

Position Summary:
The HOA Client Relationship Associate is responsible for cultivating and maintaining relationships with HOA & Property Management clients to achieve or exceed client service and retention standards. This position is responsible for assisting, coordinating, and reinforcing the sales efforts of the HOA Business Advisor. Managing the administrative work and due diligence related to HOA and Property Management banking to ensure adherence to banking regulations while focusing on a superior client experience. It will be expected that the HOA CRA will maintain client focus and will partner with treasury management and the HOA operations team to deliver a superior Alerus experience. As the first point of contact, this position is will be responsible for the assessment of need, determining best approach to address client concerns, and work with the client to remedy any issues. This position requires independent decision-making. This position is client facing and will be responsible for enhancing existing relationships and developing new business opportunities in collaboration with the HOA Business Advisor.

Essential Responsibilities:
Job Function 1: Client Service and Growth

• Works closely with Business Advisor in contacting clients to gather items needed to open and close new accounts.
• Maintain a workflow for superior client experience.
• Manage inbound inquiries from clients and internal team members regarding all aspects of the HOA and Property Management business.
• Manage outbound communication with clients to maintain accounts and promote deposit growth through distribution of rate sheets.
• Collaborate with clients to increase deposit relationship and size. Assist BA with suggesting business solutions for clients.
• Assist HOA Business Advisor as necessary in promoting new business opportunities.
• Collaborate with HOA business advisor and provide suggestions to enhance the client experience and achieve specific clients goals.
• Provide proactive solutions to existing HOA & PM clients.
• Manage maturing CD pipeline and coordinate reinvestments or closing procedures with Business Advisor.
• Provide HOA Business Advisors with pipeline, portfolio, production and other information, as requested and prior to client meetings.
• Create budgets, assist with planning, organization and direction of HOA/PM client events and branding/marketing initiatives.
• Provides general customer service to all HOA and PM customers in the assigned Business Advisor portfolio, answering customer questions on bank products and services.
• Provide support to community managers prior to board meetings or annual financial reviews.
• Maintain compliance, legal and policy knowledge of required regulations and documentation.
• Promote good customer relations by providing prompt and courteous service to all inquiries received via email or phone.
• Identify and assist with training and support for HOA clients.
• Maintain a relationship with established customers and identify potential challenges for prompt resolution.
• Support new business initiatives presented by HOA Business Advisor as well as collaborate to proactively identify client needs. Attend networking and social events as needed.
• Participate in strategic planning meetings for deposit and relationship growth.
• Assist HOA Business advisor in soliciting and promoting new business opportunities with existing clients through the reviews of monthly reporting and Salesforce reporting as well as with new or potential clients.

Job Function 2: Commercial Deposits and Teamwork

• Open and close commercial depository accounts for assigned Business Advisors. Works together with Treasury Management to enhance and maintain HOA/PM banking relationship.
• Responsible for obtaining KYC, CIP, CDD and Beneficial Ownership for clients.
• Work with manager and internal team to resolve technical, service and compliance issues as well as issues specifically related to lockbox.
• Manage reporting and workflow into CINC or other property management software.
• Coordinates with Business Advisor and enters business overdraft and refund decisions. Escalates decision approvals according to credit policy's approval limit authority.
• Acts as a point person in resolving client depository issues with Client Care and Treasury Management Services.
• Provides general customer service to all customers in the assigned Business Advisor portfolio, answering customer questions on bank products and services.
• Supports Business Advisors on business development and client retention related activities.
• Maintains privacy and security control of all client records.
• Monitors Salesforce pipeline with Business Advisor for accuracy, opportunities, and closings.

Job Function 3: Projects and Personal Development

• Work on special projects, system clean-up initiatives as assigned by manager.
• Collaborate on evergreen client experience to enhance current procedures.
• Personal development and training based on career development discussions with manager.
• Actively pursue continuing education, reading and self-development to enhance customer service and sales skills.
• Complete regulation, compliance and additional training as assigned.
• Assist with development of operating procedures for growth of the HOA & PM vertical into other markets.

Qualifications:

• Bachelor's degree or equivalent combination of education and/or related experience.
• 3 years or more of financial services industry experience.
• Excellent communication and client service skills.
• Ability to effectively communicate with all levels of the organization.
• Ability to problem solve and prioritize multiple tasks with strong attention to detail.
• Proficient with Microsoft products such as Excel, Word and PowerPoint, Outlook, and Microsoft 365.

Personal Characteristics:

• Self-starter.
• Sales focused with a growth mindset.
• Strong organization skills and attention to detail.
• Ability to adapt to a fast paced, changing environment.

Physical Demands - Must be met with or without a reasonable accommodation:

• Extended periods of time sitting at a desk and using office equipment.
• Ability to operate a personal computer/laptop for approximately 8 hours per day.
• Extended time is spent reviewing physical and electronic documents.
• The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
• Periodically, may also do light lifting of supplies and materials which weighs in at approximately 20 lbs.
• Will spend most of time in an indoor environment.
• Ability to travel to various branch locations.

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.