Client Support Manager

The teammate serves as the primary operational contact for the Bank's Private Banking clients, partnering with one or more Private Bankers to ensure that clients are well-served. The CSM must be able to deliver exceptional customer service and assist clients with their needs while ensuring compliance with Bank policies and regulations. Independent judgment is required to plan, prioritize and organize a diversified workload.

Essential Functions

• Provide high quality customer service to all clients while promoting the Culture of Excellence Respond to customer questions, requests and concerns, both written and oral, in a timely manner Handle the operations of deposit accounts utilizing Silverlake Xperience operating system Coordinate and manage operations of loan accounts Identify opportunities for the Banker to cross-sell unused Bank services (e.g. credit cards, merchant services, etc.), as identified through conversation and/or activity with clients in the portfolio; recommend to the Banker appropriate changes to deposit products when reviewing client account relationships through day-to-day activity As requested by Banker, meet with clients to determine the types of accounts needed to address their financial needs and goals, and then proceed with opening accounts as appropriate Assist Banker(s) with multiple required reports Perform routine administrative functions, including but not limited to: assisting with fine details in anticipation of client entertainment or meetings, maintaining lists or records that are relied upon by the banker(s), facilitating gifts or contributions for client lifecycle events, preparing materials for presentations, and arranging for pick-up or delivery of documents from/to client offices in the downtown area Assist and back-up other CSMs and departments when necessary

Required Education, Experience and Skills

• High School diploma or equivalent; some college or a college degree preferred Good working knowledge of depository account products and the lending process, typically gained with two or more years in retail banking, wealth management, or a similar banking function Proven ability to partner with bankers to manage client relationships with an emphasis on superior levels of service and delivery excellence Exceptional interpersonal and communication skills (written, verbal, and email), with strong emphasis placed on responsiveness and professionalism Computer proficiency, especially in Word, Excel and Adobe Strong organizational and time management skills Excellent problem solving and analytical skills, including the ability to gather and summarize data that supports decision-making and problem-solving High degree of accuracy and attention to detail Ability to work with minimal supervision Indiana Notary Public certification