Client Onboarding Specialist

Position Summary
We are seeking an experienced and client-focused individual to join our banking team. This role is
designed for a seasoned relationship banker who excels in delivering high-touch service, has a
strong background in onboarding new business clients, and brings proven experience and a deep
understanding of treasury management services. The ideal candidate will serve as a key liaison
between Business Development Officers/Loan Officers/Retail Banking Managers and new
prospects, ensuring a seamless transition into our banking ecosystem.
Key Responsibilities

• Partner with Officers to onboard new business clients, including account setup and full relationship transition.
• Provide extensive and personalized service focused on the specific needs of each banking customer.
• Deliver exceptional, relationship-based service to business clients, ensuring a personalized, professional, and responsive experience. Serve as the primary point of contact for new business clients during the onboarding process.
• Maintain detailed records of client interactions and progress using CRM tools.
• Provide proactive follow-up to ensure client satisfaction and retention.
• Provide exceptional customer service to Treasury Management clients with a broad range of issues posed by telephone or email.
• Handle questions or problems related to the various Treasury Management products focused on collections, disbursements, information reporting, fraud protection, account analysis/billing and merchant services. Identify opportunities to deepen relationships and cross-sell banking products and services.
• Provide backup support for new account setup, treasury services, and electronic banking services, assist with onboarding, troubleshooting, and ensuring a seamless client experience as needed
• Collaborate with internal departments to resolve client issues and ensure smooth operations.
• Maintain up-to-date knowledge of banking products, services, and compliance requirements.
• Other Duties as assigned.

Qualifications

• Minimum of 3-5 years of experience in relationship banking, preferably with exposure to private banking or high-net-worth client services.
• Proven track record of delivering exceptional customer service and managing complex client relationships.
• Experience working with CRM systems and managing client data effectively.
• Working knowledge of treasury and cash management products, procedures, services, accounting, financial and account analysis.
• Strong interpersonal, communication, and organizational skills.
• Ability to work independently and collaboratively.
• High attention to detail and follow-through.
• Proficient in basic computer skills.
• Requires High School diploma, GED or equivalent education and some experience in banking, bank operations and products, accounting or equivalent education and experience. A combination of education and experience may meet job requirements.

Preferred Skills

• Experience in business and consumer client acquisition and onboarding.
• Familiarity with business and consumer banking products and services.
• Ability to navigate sensitive client situations with professionalism and discretion.
• Proven customer service, interpersonal and communication skills, both verbal and written.
• Work to identify the root cause of errors and escalate issues as appropriate/needed to supervisor.
• Proactively reach out to clients when issues occur to provide workaround solutions.
• Work with clients when fraud occurs on their accounts, securing affidavits, facilitating recalls of transactions, and coordinating updates.
• Effective selling, cross-selling and referral skills.