Client Onboarding and Support Specialist

Freddie Mac; United States; Remote; USD 62,000 - 73,000; Full time

Job summary

An established industry player is seeking a Client Onboarding and Support Specialist to enhance the client experience through expert support and onboarding for deposit accounts and treasury solutions. This role involves managing customer requests, providing training, and ensuring compliance with regulatory standards. The ideal candidate will possess strong analytical and problem-solving skills, along with a deep understanding of banking products and services. Join a forward-thinking company that values community and excellence in service, and contribute to impactful onboarding projects that drive client success.

Qualifications

• 3+ years of experience in customer service or financial services roles.
• Strong knowledge of deposit products and regulatory compliance.

Responsibilities

• Provide superior client experience through effective communication.
• Manage complex treasury onboarding projects and client configurations.

Skills

Customer Service

Communication Skills

Problem-Solving

Analytical Skills

Strategic Thinking

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Finance

Bachelor's Degree in Marketing

Job description

The Client Onboarding and Support Specialist is responsible for ensuring a 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 in onboarding business clients for deposit accounts and related treasury solutions. The Specialist will handle onboarding and support requests through various channels, including phone, ticketing systems, or written communication, ensuring timely completion within established Service Level Agreements.

About Servbank:

Founded in 1994, Servbank is a banking institution with local roots and a national reach. We are built on a foundation of community orientation, ensuring that no matter who we serve, we do so with a human touch that sets the gold standard of service. We work with individuals, businesses, and communities, helping you fulfill your goals. Come create excellence with Servbank.

Primary Responsibilities:

1. Provide a superior client experience in a professional and responsive manner for both internal and external customers, ensuring accuracy, quality, and expediency through various communication channels, such as phone or written communication.
2. Coordinate with assigned approvers to facilitate rapid decisions on behalf of clients for product limit increases while maintaining risk management controls.
3. Collaborate effectively during client onboarding and coordinate with internal teams and external vendors to configure client products and services.
4. Support the integration of technological solutions into customers' business operations by understanding needs, providing training on best practices, and facilitating change.
5. Maintain awareness of risks, including ACH rules, payment risks, UCC laws, FFIEC guidance, and user authentication best practices for online banking services.
6. Communicate product configurations, customer procedures, and troubleshooting techniques to assist with inquiries and resolve errors.
7. Perform system configuration maintenance to fulfill customer requests and manage existing client products.
8. Coordinate with the bank's Sales Officers to ensure products/services are established according to internal processes and compliance requirements.
9. Manage the account analysis system, including customer billing and pricing structures.
10. Collect, confirm, and document KYC and customer due diligence requirements for onboarding, including creating and collecting necessary documents and disclosures.
11. Manage complex treasury onboarding projects, including developing plans, coordinating with teams and vendors, and ensuring timely and accurate delivery.

Requirements

Qualifications

1. Bachelor's degree in Business Administration, Finance, Marketing, or a related field.
2. At least 3 years of experience supporting customer services, deposit sales, product management, treasury management, or related roles within banking or financial services.
3. Strong knowledge of deposit products, services, industry trends, and regulatory compliance.
4. Excellent communication and interpersonal skills, with the ability to collaborate across teams.
5. Strategic thinker with analytical, problem-solving, and customer-centric skills.
6. Ability to work independently, adapt to changing priorities, and thrive in a fast-paced environment.

EEO Statement:

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

Salary Range:

$62,000 - $73,000