Client Specialist/Relationship Support Manager

SUMMARY:

The Commercial Relationship Support Manager supports the line of business by providing exceptional service and operational support to associates and clients. This role manages client requests, facilitates account operations, and ensures accuracy and completion of documentation and transactions. Acting as a liaison between clients, associates, and internal partners, the  Commercial Relationship Support Manager delivers a seamless client experience and supports growth initiatives. Emphasis is placed on relationship management and servicing the needs of teams and their portfolio of clients.

CUSTOMER SERVICE SKILLS:

Willingness to provide a level of service which will clearly differentiate us from our competitors.

INTERPERSONAL SKILLS:

Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Practices the standards of the Bank’s Mission, Vision, and Pledge.

Understands the various types of commercial loan products and services offered by the Bank.

Assists with the preparation of Line of Credit annual renewals.

Prepares and coordinates annual relationship review.

Meets clients with Commercial Bankers, as applicable.

Assists with opening new accounts and ensures complete, accurate documentation is obtained from clients

Inputs information into lending system in conjunction with and on behalf of the Commercial Banker. Facilitates deal submissions of all credit requests into commercial processing software; utilizing checklists to confirm all information is collected and due diligence is complete.

Engages, coordinates and reviews third party reports (appraisal, environmental, inspection, borrowing base certificates, etc.).

Collects and reviews entities due diligence, Know Your Customer (KYC), and beneficial ownership information to satisfy compliance requirements

Images and indexes all deposit and client documentation to ensure proper recordkeeping

Performs account maintenance, including adding/removing signers and updating client records

Maintains direct client contact information such as but not limited to email addresses and phone numbers in order to collect financial and other information, and manage portfolio.

Analyzes commercial construction draw packages submitted by commercial lending production areas for completion and accuracy and recommend approval or denial of requested draw amount. Specifically:

Receives, reviews and balances commercial construction draw documentation (budgets, inspection reports, title updates and lien wavers, etc).

Reviews all documentation and disbursements to ensure all funds have been disbursed properly.

Orders project inspections and title updates and reviews both for compliance.

Interfaces with customer on issues as they arise.

Responds to client inquiries regarding bank products, services, account details, and policies; conducts account research, files and processes fraud claims

Identifies cross-selling opportunities, recommending additional bank products and services that align with clients’ operational needs

Demonstrates comprehensive knowledge of banking systems, internal processes, tools and resources available to associates, and controls designed to protect the bank and our clients

Researches and resolves exceptions in required documentation; loan, collateral and deposit exceptions, assist with past dues

Provides loan support to relationship teams, collection of payments and fees, processing advances on lines of credit, and funding of loan proceeds

Demonstrates knowledge of the loan documentation process, including the ability to identify and differentiate internal loan documents, as well as an understanding of attorney-prepared documentation

Assists the Commercial Banker in supporting the commercial loan closing process including communicating with Commercial Closing Officer, and coordinating activities of outside service providers including attorneys, accountants, insurance providers and government agencies.

Collaborates with Loan Operations, Treasury Management and Deposit Operations to ensure ongoing, satisfactory monitoring of lending, depository and Treasury Management services for clients

Performs other duties and responsibilities as assigned

OTHER REQUIREMENTS:

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.

Strong analytical abilities, credit underwriting skills

Ability to work with others in a team environment and under occasional time constraints is a necessity.                                     

Ability to read, analyze and interpret financial reports and legal documents; performs simple to complex calculations; effectively researches, analyzes and evaluates information to make decisions, solve problems and achieve goals 

Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Ability to work with mathematical concepts such as probability and statistical inference.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

Proficient in Microsoft Office Products including, Word, Outlook and Excel.

Qualifications:

High school diploma or equivalent required.

Bachelor’s Degree in Business Administration preferred.

Minimum of two year of relevant banking experience required.