Sr. Regional Client Support Manager

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Job Title

Sr. Regional Client Support Manager

Department

Lending

Reports To

Market Executive

FLSA Status

Exempt

Job Summary

Works directly with the Market Executive to administer the delivery of services to clients as well as, provide support to business development, client management, and service delivery teams. The Sr. Client Support and Portfolio Manager will also be responsible for managing assigned portfolios, in collaboration with the Market Manager. Serving as a key liaison between business management, clients and credit and risk teams, this position plays an integral role in effectively supporting and enhancing client relationships. Assist in building and maintaining a service driven enthusiastic bank culture. Understand and drive the Bank's vision.

Duties and Responsibilities

• Provide creative, service-driven, solutions-oriented experience to clients in order to transition, maintain and/or establish solid relationships on behalf of the Bank.
• Call and visit existing and target clients to promote and sell products and services that meet their needs.
• Assist the Sales Team with portfolio management duties including but not limited to timely collection of financials for annual reviews/loan renewals, monitoring of past due loans, monitoring of maturing loans, and tickler management.
• Prepares financial analysis and conducts covenant monitoring.
• Recommend risk rating changes as appropriate.
• Contact's borrowers and/or Relationship Managers for financial documents required to meet loan covenants and loan reviews requirements.
• Financial tickler collection and preparation of needs list.
• Reviews credit memos, Business Loan Agreements and tickler report to ensure consistency.
• Complete covenant compliance memo for approval and file record.
• Regularly reviews the portfolio to ensure credit quality.
• Analyze information to underwrite credit memorandum on new and renewal loans
• Submit CAM to credit managers for approval and provide support to loan processors as needed to close approved loans.
• Liaise with branches and operations support, to ensure the client service experience and message is consistent throughout the region. Significant interaction with client base and prospective clients.
• Exceed client service expectations. Build superior client relationships.
• Responsible for collecting information for deposit and loan applications; promote Bank products and services as needed.
• Represent the Bank and region in industry group activities, CRA activities and team member initiatives.
• Collaborate with the Bank's team members to ensure compliance with Bank policies and procedures.

Qualifications

• Minimum 5-7 years of banking management and operations experience
• Minimum of 5 years of underwriting / portfolio management experience
• Strong credit acumen
• Strong analytical skills
• Excellent client relationship experience
• Strong ability to work with clients, peers and other team members to gain trust and results.
• Competency in Bank compliance and audit policies/procedures.

BSA/AML Compliance Responsibilities

This position includes direct or indirect interaction with customers and other employees and therefore includes responsibilities relating to BSA/AML. The employee will have opportunity to examine and view information and documents produced by other employees of the Bank relating to BSA and therefore has the obligation to report suspicious activity to the BSA Officer as appropriate. The employee is responsible for understanding and following the Bank's BSA/AML policies including elevating suspicious activity to the BSA Officer. Additionally, the employee is required to understand and follow the Bank's compliance program.

Competencies

Problem Solving

• Identify and resolve problems in a timely manner.
• Ability to seek out and digest collaborative input and resolutions.
• Gather and analyze information prior to completing a task.
• Self-starter with a proactive mindset and ability to anticipate challenges without specific direction. Ability to see what needs to be done and execute on it with minimal supervision.
• Excellent problem-solving skills and a strong sense of ownership over tasks, including follow-through, possesses a willingness to do what it takes to get the job done.

Quality Management

• Strong ability to multi-task and manage shifting priorities and accomplish tasks accurately and in a timely manner.
• Understands and applies the appropriate level of urgency to job/tasks and meets tight deadlines.

Self-Management

• Performs with minimal supervision. Seeks help, asks questions, observes and utilizes resources consistently.
• Able to adapt quickly and effectively to unexpected changes.
• Proactive, organized multi-tasking individual that is self-directed.
• Proactive, forwarding-thinking problem-solving skills.
• Strive to continuously build knowledge and skills.

Communication

• Ability to effectively present information and respond to questions from other employees, managers, clients, customers and vendors.
• Strong communication skills for a global audience and in general, both verbal and written in all forms, using all media.
• Ability to effectively present information and respond to questions from other employees, managers, clients, customers and vendors.
• Excellent communicator, both in-person and in writing.
• Responds well to questions and relays answers clearly.

Judgment

• Strong ability to exercise/demonstrate good judgment and sound decision making.
• Can prioritize projects and shift attention among changing tasks and priorities.
• Includes appropriate people in decision-making.

Teamwork

• Actively contributes to building a positive team spirit
• Balances team and individual responsibilities
• Supports everyone's efforts to succeed