Client Onboarding and Support Specialist

The Client Onboarding and Support Specialist is responsible for ensuring superior experience for clients by acting as a subject matter expert for the products and solutions supported by the team. This role involves managing customer support requests, providing system navigation training, and responding to urgent support needs, including complex troubleshooting issues. The specialist will be an expert for business clients onboarding for their deposit accounts and correlating treasury solutions. The Specialist will handle requests for client onboarding and client support through various channels, including phone queue, ticketing systems or written communication, and ensure timely completion within established Service Level Agreements.

About Servbank:

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Primary Responsibilities:

• Provide superior client experience in a professional and responsive manner for both internal and external customers, ensuring accuracy, quality, and expediency through various communication channels. channels, e.g., phone que system or written channels.
• Coordinate with assigned approvers to facilitate rapid decisions on behalf of clients for product limit increases while maintaining established risk management controls.
• Collaborate effectively while onboarding clients and coordinate with internal implementation teams / external vendors the client's configuration of their products and services.
• Support the integration of technological solutions into customers’ business operations by understanding needs, training on best practices, and facilitating the change process.
• Maintain awareness of risks, including ACH rules, payments risk, UCC laws, and FFIEC guidance, as well as user authentication best practices for online banking services.
• Communicate specific product configurations, customer procedures, and other information to assist with customer inquiries, including troubleshooting techniques to determine the source of errors and find resolutions.
• Perform necessary system configuration maintenance to fulfill customer requests and maintain existing client products.
• Coordinate closely with the bank’s Sales Officers to ensure products/services are established in accordance with internal processes/procedures and compliance/regulatory requirements.
• Manage the account analysis system, including establishing and maintaining customer-level billing and price structures.
• Collect, confirm, and document KYC and customer due diligence requirements following regulatory requirements for client onboarding, including the creation and collection of customer and bank-generated documents, including product contracts, agreements, and disclosures.
• Manage complex onboarding working directly with clients of treasury services, including developing project plans, coordinating with internal teams and external vendors, and ensuring timely delivery and quality of delivery and accuracy.

Qualifications

• Bachelor's degree in Business Administration, Finance, Marketing, or related field.
• Minimum of years of 3 experience in supporting customer services, deposit sales, product management, treasury management, or related roles within the banking or financial services industry.
• Strong knowledge of deposit products, services, and industry trends, as well as regulatory requirements and compliance standards.
• Excellent communication, and interpersonal skills, with the ability to collaborate effectively with cross-functional stakeholders.
• Strategic thinker with analytical abilities, problem-solving skills, and a customer-centric mindset.
• Ability to work independently, adapt to changing priorities, and thrive in a fast-paced, dynamic environment.

EEO Statement:

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.