Client Service Officer Team Lead

Brief Overview of Position

Texas Capital Bank is seeking a Team Lead to support the Client Service Officer “CSO” function as part of Treasury Operations Customer Onboarding Team in Commercial Banking. This role is primarily to implement consistent procedures to ensure that the CSO team provides exceptional service to our customers across all lines of business. The Team Lead will help the CSO team build in-depth understanding of the client’s organization, business priorities, culture, and operating model to determine how best to leverage TCBs products and capabilities to continuously add value to the client. Many of the services the candidate will assist with are Lockbox, Cash Vault, general account inquiries as well as Electronic Banking activity including online Wire transfers, ACH payments, Desktop Deposit, Treasury Information Reporting, and other Commercial Treasury products.

Responsibilities

• Perform certain CSO responsibilities ensuring that consistent procedures are implemented to enhance the client’s experience.
• Provide CSO team members with subject matter expertise to support the client and maintain critical knowledge of products and services
• Assist Management in self- identifying risks and opportunities to mitigate risk and/or enhance client experience
• Assemble weekly/monthly metrics reports to test/measure team deliverables
• Provide process and system expertise to other areas of the bank as needed for projects, issue resolution or process improvements
• Provide training and mentorship for new employees
• Organize and provide support/coverage when needed or requested for high volume times or staffing level deficiencies
• Analyze and review team process (with Manager oversight) to ensure compliance with all operational procedures
• Assist management with various operational duties and responsibilities
• Abide by Texas Capital Bank policies, procedures, and regulatory compliance guidelines
• Partner with the Business and Learning & Delivery team to deliver Treasury Product & Services trainings
• Manage and monitor client transactions with respect to business and individual banking.
• Ensure transactions are completed within audit and compliance standards as well as timely execution.
• Be attentive and diligent in daily work habits to recognize fraudulent transactions.
• Provide additional support to CSOs during client investigation and collaborate with operational and middle office teams to ensure effective resolution.
• Ensure CSOs are managing accounts for all products and reporting on accomplishments  (including address changes, banker/expense code changes, account status changes, stop payments, no post, rates, and fee waivers.)
• Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
• Guide CSOs to identify and document new business opportunities for referral to banker or product specialist.
• Utilize internal systems to properly support TCB clients and perform responsibilities through proficient use of the following TCBs platform applications.
• Obtain feedback from CSOs to address business opportunities and client needs
• Actively participate in service-related process improvements.

Execution (Client Instructions & Requests):

• A trusted member of client team and deeply connected to deliver the growth and success of an assigned portfolio.
• Lead and execute client instructions and ensure CSOs respond to inquiries timely.
• Coordinate with the appropriate groups to ensure timely execution with the highest standards. Access appropriate operational/product resources for help on more complex issues.
• Ongoing communication and interaction with clients via telephone, email, fax or in person
• Interface across Operations Teams and Product Areas to insure timely response to inquiries.
• Identify cross-selling opportunities and participate in client visits when appropriate. Work closely with assigned Business Partners and clients to meet/beat budget goals of assigned team. Provide banker with suggestions on potential sales opportunities based on perceived client needs, utilizing cash management, large balance and un-invested cash reports, upcoming maturity reports, etc.
• Validate and execute instructions to client requests for foreign drafts and official checks.
• Follow-up on the resolution of investigations on client inquiries related to client standards. Resolve client investigations utilizing creative problem solving, as necessary.
• Manage client expectations by influencing others who support service to assist in meeting and exceeding client’s needs.
• Open, link, and close Deposit accounts. Coordinate with Relationship Manager/Treasury Sales Officers to obtain approval on Deposit account openings, independently reviewing all documentation and linking all client accounts to the appropriate relationship.
• Proactively handle client requests for information and identify new product or service possibilities relevant to client's needs.  Refer suggested alternatives to the Banker.
• Keep informed and current on all activity on the client’s behalf and initiate follow-up to deliver whatever is needed. 
• Work with Banker to determine when to waive fees or reverse account charges or issue refunds within policy.

Compliance/Documentation/Control:

• Thoroughly understand and apply all TCB’s policies and processes, and implement changes as needed. Comply with all policies, regulations, and procedures. Determine that all client requests comply with legal and policy requirements.
• Consistent with legal framework, process transactions, including deposits, withdrawals, additions, payments, and special service transactions to ensure that transactions meet compliance guidelines.
• Review and ensure that transactions comply with AML/KYC (Anti Money Laundering and Know Your Client) policies and procedures before execution, identify potential problems and refer to appropriate management.
• Identify inappropriate client situations and transactions. Promptly escalate suspicious or inconsistent account activity through an independent channel.
• Completes the account opening process for all new clients, which can be done simultaneously to the sales process being completed by the RO
• Completes the account opening process in such cases where no approval is required for all new accounts of existing clients; includes completing CORE applications for clients, reviewing documentation, and submitting to Account Opening.
• Review and send all completed documents to intermediaries involved in account administration.

• Utilize all available technology to fullest potential for increased productivity and compliance/audit results.
• Set up, capture and maintain client information on internal systems.
• Keep bank records updated and accurate. Secure missing documents: investigate and correct errors related to client and Bank records.

Qualifications

• Bachelor’s degree preferred
• 5+ years of banking experience required, including demonstrated knowledge of Treasury banking products and services and applicable laws and regulations
• 5+ years of client-focused supervisory/management experience required
• Prior experience with or exposure to Commercial Real Estate loan agreements and associated loan covenants
• Strong verbal and written communication skills.
• Excellent client facing service experience and problem resolution skills required.
• Strong background and interest in the fields of operations and compliance; previous sales referral experience preferred.
• Interpersonal and team building skills. Ability to establish relationships and partner effectively with various groups including sales, service, operations, compliance, and marketing
• High level of integrity and commitment to maintaining confidentiality with respect to the franchise and the client
• Proactively communicate client financial activity, large funds movements and other relevant client matters as appropriate.
• Demonstrate initiative without compromising compliance or confidentiality.
• Detail oriented and ability to multi-task with strong organizational and time management skills per the needs of banker teams and clients. Must be able to quickly manage multiple transactions/tasks
• Ability to problem solve and analyze data with demonstration of attention to detail
• Proficiency and aptitude in utilizing systems, MS Office/Windows, web based and other desktop applications.  Strong PC skills are needed to effectively manage daily activities (transaction execution, inquiries, and investigations) with various systems.
• Seeks process improvements and generates new ideas to streamline processes/transactions.
• Superior client service skills/attitude
• Strong change management skills and ability to work at a consistently changing pace
• Strong organizational skills to include effective time management in all key responsibilities of the job
• Strong analytical, problem solving, and decision-making skills
• Ability to handle multiple tasks and interruptions, in a fast-paced environment to ensure that deadlines are met
• Ability to readily identify needs and requirements, and establish plans and processes to ensure successful results
• Proficient knowledge of Microsoft Suite of products including PowerPoint and Excel
• Familiarity with Salesforce or other Customer Relationship Management tool

The duties listed above are the essential functions, or fundamental duties within the job classification.  The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.Texas Capital is an Equal Opportunity Employer.