Client Relations Specialist

POSITION PURPOSE AND OBJECTIVES :

The RCS Client Relations Specialist is responsible for maintaining long-term business relationships with business partners in the credit industry. This role serves as the Bank’s primary relationship representative to their assigned portfolio for the Bank, and works closely with internal parties such as Marketing, Legal, Compliance, Risk & Oversight to deliver exceptional service to our programs. In addition, this role will provide support to programs with outstanding credit balances less than $M. MINIMUM QUALIFICATIONS :

• Minimum of two () years’ prior experience in Account Management, Business Development, or Sales, required (payment industry, preferred).
• Proficient in Microsoft Office, Visio, Word & Excel.
• Familiar with Microsoft Power BI and SharePoint. ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES :
• Build and maintain strong, long-lasting relationships with program managers and support staff assigned to programs within their portfolio.
• Reviews any program KPI deviations and works directly with the RCS Business Operations Manager to understand the cause, determine impacts, and develop corrective measures (if warranted).
• Works closely with internal Bank departments such as Marketing, Legal, Compliance, Risk and Oversight to assist with program enhancements and changes while meeting targeted deadlines and milestones.
• Prepares and delivers weekly business reviews to Director of RCS on program issues, operational and financial performance, enhancement opportunities and viability of programs.
• Serves as relationship support between the Bank and assigned programs, ensuring a positive experience and ease of coordination between internal bank departments and our programs.
• Serves as the Client’s escalation point for concerns and guidance.
• Participates in conversations and discussions between Bank departments and programs to find mutually agreeable solutions to issues and / or problems.
• Assists in the resolution of issue management, third-party vendor management and customer complaints. Serves as an escalation point for internal bank partners working to resolve any associated issues.
• Identifies early signs of red flags within assigned portfolio and escalates to senior members of the team for review.
• Reviews any program submissions to ensure accuracy, completeness, and compliance with applicable regulatory requirements.
• Escalates emerging credit, relationship management, milestone or due date concerns to senior members of the team.
• Hosts reoccurring video conference calls between the Bank and program partners to provide financial & operational updates and information.
• Provides outstanding client service by serving well, both internally and externally, while maintaining operational controls to prevent loss exposure.
• Maintains confidentiality of client information.
• Utilizes the Material Submission Log and Change Management Logs to ensure that response times, resolutions and updates are provided within the SLA standards.
• Maintain a working knowledge of compliance requirements affecting your position and area of responsibilities and actively learn new regulations and assist in the implementation, if required.
• Model and foster behaviors that support the Bank’s values and corporate culture creating an atmosphere of trust, cooperation, accountability, and dedication to the organization.
• Willingly perform all other duties and projects as assigned. INTERPERSONAL SKILLS AND COMPETENCIES REQUIRED :
• High energy level and strong sense of urgency.
• Ability to negotiate and problem solve.
• Ability to organize confidential and sensitive information.
• Ability to effectively prioritize assigned tasks and compete within given parameters.
• Ability to multi-task and stay focused at high levels of productivity.
• Ability to provide excellent customer service, while meeting strict deadlines. PHYSICAL REQUIREMENTS : The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the associate is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to stand or walk. The associate is occasionally required to reach with hands and arms. The associate must occasionally lift and / or move pounds. Specific vision abilities required by this position include close vision, and distance vision. The noise level in the work environment is usually moderate. OTHER REQUIREMENTS :
• Travel to assigned programs and critical vendors is required on an occasional basis.
• Flexible work schedule that will include some evenings and weekends.
• Stay abreast of new developments, best practices, and statutory and regulatory changes.