Community Association Account Manager

At Pinnacle, our goal is to create an atmosphere where people can become fully engaged, enjoy what they're doing and be successful. We work to ensure that every associate embraces what makes Pinnacle different and excellent. For us, it starts with hiring the right people.

• We hire like-minded people who share our values of Integrity, Fairness, Learning, Results, Partnership, Balance and Discipline.
• We hire experienced professionals who understand the industry and provide effective advice.
• We hire candidates who demonstrate a passion for client service. People who understand that distinctive service is more than smiling and being friendly – it’s about creating a client experience that is unmatched.
  
  

But attracting the right people is only half the battle. We have to ensure that every associate understands their actions affect the outcomes of the firm. Our Position Descriptions are not designed to list every aspect of a position but to serve as a general overview.

Summary Of Position

A Community Association (CAP) Account Manager should demonstrate commitment to delivering distinctive service. This position will be responsible for partnering with the CAP Advisor to ensure a successful client experience throughout implementation, onboarding, account opening, and ongoing service-related activities. This role will assist in the sales process and report to the Community Association Program Client Experience Manager.

Primary Responsibilities

• Provide distinctive service to clients and prospects, in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
• Partner with CAP Financial Advisors during sales efforts; illustrate the transition and implementation process for the client/prospect looking to move their banking relationship to Pinnacle.
• Manage multiple onboarding events and lead strategic onboarding discussions with the client to ensure an optimal service experience.
• Serve as primary liaison and resource for client questions and support throughout the client relationship life cycle.
• Coordinate with the CAP Operations Analyst throughout the account opening process.
• Maintain the standard and repeatable process for onboarding a new CAP client, for each different partner, and for maintaining the CAP relationship on a go-forward basis after implementation.
• Partner with internal teams to ensure ongoing success of the Community Association Program.
• Work with business partners (CINC, ClickPay, etc.) throughout the onboarding process to ensure successful integration and a seamless client experience.
• Assist in responding to specific questions from the markets about the Community Association Program.
• Partner with Financial Advisors (FAs), Financial Advisor Assistants (FAAs), and Office Leaders to minimize deposit exceptions involving CAP relationship accounts.
• Track and ensure receipt of required client information (i.e., Management Agreements, W-9s, etc.).
• Address questions raised by prospects that are specific to the onboarding process.
• Meet all the client’s financial needs, both business and personal, and refer clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate.
• Assist other team members as needed to ensure delivery of distinctive service.
• Perform other related duties and responsibilities as assigned.
  
  

Description Of Experience, Education, And Training

• High School Diploma or Equivalent – College degree is preferred.
• Minimum of 10 years’ experience in financial services.
• Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.
• Knowledge of federal banking regulations and compliance.
• Broad knowledge of bank products and services.
• Knowledge and understanding of property management industry and related software preferred.
  
  

Description Of Capabilities, Physical Requirements, And Abilities

• Excellent interpersonal skills, including verbal and written communication skills.
• Effective analytical and problem-solving ability with a strong attention to detail.
• Ability to work independently and prioritize daily tasks.
• Excellent client service skills. Tact and diplomacy in dealing with both clients and associates.
• The physical activities of this job include but are not limited to the ability to stand and sit for prolonged periods of time, use of manual dexterity, verbal communication, visual acuity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required. Other activities are the ability to bend, climb, balance, stoop, kneel, crouch, reach, walk, push, pull, lift, and grasp.
  
  

POSITION STATUS: EXEMPT

DATE: 04.10.2024

Pinnacle is an Equal Opportunity and Affirmative Action Employer committed to supporting a culture of inclusivity that builds a diverse workforce so we can support the many different communities we serve. All otherwise qualified associates and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender expression and/or identity, national origin, age (40 and over), genetic information, disability, protected military or veteran status, pregnancy or pregnancy-related conditions, or other status protected by law.