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We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: email@example.com
Responsible for ensuring a thorough and smooth on-boarding of products and services sold to new and existing clients of Associated Bank. Work effectively with various internal departments/stakeholders - CDTM Sales and Product Teams, Legal, Risk, Compliance, Operations and Technology, and directly with our clients' Finance, Legal and IT departments, to establish these banking products and services.
Additionally, required to manage multiple implementation projects in various stages of delivery including: client interaction in person and over the phone; client training; creation and tracking of action items; deposit account opening and maintenance; and new product roll-outs; while simultaneously adding more to this workload. May be required to provide one-on-one and group training sessions, both in-person and over the Internet, for existing customers on new or existing products and services. The entire Client Delivery group will be measured on Time to Revenue (the time from when a customer verbally agrees to purchase a product or service to when the customer first uses that product or service) and ability to provide a best in class customer experience.
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act.
Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associated's anonymous Ethics Hotline.
Key Result AreasAccount Maintenance
Regulation and Compliance
Other Customer Training
Other Time to Revenue
Job AccountabilitiesFacilitate implementation and billing of new products and services for new and existing clients. Follow up with customers to verify proper delivery/use of services purchased.
Field and resolve customer questions and operational errors in regards to product set-up. Manage the daily work flow supporting all new and incremental implementations.
Conduct training sessions for new and existing clients through online services and where necessary in person at the client's location. Establish the necessary training materials, determine the appropriate level of training detail and effectively communicate with the customer before, during and after the training sessions to ensure achievement of training objectives. Conduct group training sessions where needed for multiple clients in order to improve client usage of new and existing products and services.
Work directly with the clients throughout the pre and post implementation process while ensuring quality delivery in accordance with client service levels. Commit to exceed or, at a minimum, meet all Service Level Agreements (SLA's) for TM Product set-ups and maintenance with accuracy and timeliness.
Open client deposit accounts for new and existing customers. Provide account maintenance for customers with complex account structures or high profile clients.
Able to match client's technical and business needs to the bank's abilities. Take ownership of tasks that need to be completed to onboard, troubleshoot or recommend solutions to satisfy the customers need.
Organize, manage and execute multiple projects such as service upgrades and report monitoring.
Maintain broadbased knowledge of the Treasury Management products, services and industry.
Partner with CDTM Implementation Team to ensure products/services are established and documentation conforms to Bank standards.
Adhere to internal and external policies, procedures, and regulations to meet audit requirements and customer expectations.
Mentor and train other Client Delivery Specialists to ensure consistency of activities and results.
Other Duties/ResponsibilitiesClient Delivery Specialists are responsible to evaluate the applicable risks - strategic, reputational, compliance/regulatory, operational, credit, interest rate, liquidity or price/financial - related to all customer and prospective customer sales deals and activities assigned to them as they perform their respective job function. They are to evaluate if the deal has the appropriate: documentation, risk sign-off from Product or applicable Sales Director, and is in compliance with applicable Bank policy related to the onboarding and/or establishment of new products or services to customers.
Based on the risk identified, the Client Delivery Specialist is responsible to provide recommendations to help mitigate or eliminate the various risks and obtain approval for the proposed remedies or mitigants and escalate these risks and proposals to the Director of Client Delivery and/or the Head of CDTM. Client Delivery Specialists are responsible to immediately notify and escalate to their Director and/or the Head of CDTM should a deal for an existing relationship or new customer change from the approved risk structure during the onboarding of the applicable product or service. In order to effectively identify the applicable risks, Client Delivery Specialists will participate and complete all required training through Associated University, CDTM Client Delivery group training and overall CDTM training.
Additionally, Client Delivery Specialists are strongly encouraged to seek opportunities to expand their knowledge of various risks through self-directed activities such as research of regulations, laws and other activities in consultation with their manager. Failure to adhere to this risk management culture and requirement may result in disciplinary action, up to and including termination.