· Serve as a trusted point of contact for clients, providing high-touch service across multiple channels (phone, email, messaging).
· Lead end-to-end onboarding and maintenance activities for new and existing clients, including documentation review and account setup.
· Manage and prioritize high-volume case work, ensuring timely resolution of client requests and escalations.
· Act as subject matter expert for consumer and all other non-treasury products, services, and systems; partner with internal teams to resolve complex issues.
· Monitor alerts and events, triage and escalate as needed, and communicate resolution status to clients and internal stakeholders.
· Collaborate with Line of Business Managers and internal departments to facilitate client needs and identify process improvements.
· Maintain awareness of risk and enforce compliance with banking policies, procedures, and regulatory guidelines.
· Analyze metrics and report performance trends to assist in quality assurance and operational improvements.
· Mentor and support team members, ensuring accurate training and adherence to procedures.
· Occasionally travel for client meetings and relationship reviews.