Job Description
Position Title
Commercial Client Experience Associate
Location
New York, NY 10018The Client Experience Associate is an expanded role that serves as the primary day-to-day servicing contact for commercial clients within the Commercial Client Experience Unit (CCEU), supporting Treasury Management Sales and Relationship Management teams across the enterprise.
This role delivers a white-glove, concierge client servicing experience by providing proactive, consultative, and operational support across a broad range of treasury and commercial banking products. The AVP acts as the operational and subject matter expert for assigned client relationships, executing on service strategies, resolving complex client issues, and ensuring seamless delivery of banking services. The AVP is an expanded role with robust knowledge, experience and industry market expertise in treasury management sales, products and service.
The AVP partners closely with Relationship Managers and Treasury Management Sales Officers, supporting client onboarding, servicing, and issue resolution in ways that enhance sales efforts and strengthen the client relationships. The role is accountable for operational integrity, client satisfaction, and adherence to regulatory and risk standards while supporting Commercial Real Estate, Small Business & Business Banking, Commercial & Corporate Banking, Private Banking, specialized industry segments, and related verticals.
Job Responsibilities:
Client Servicing & Relationship Support
- Serve as the primary point of contact for clients for day-to-day operational servicing needs.
- Provide proactive, consultative, and responsive support to clients across treasury and deposit products.
- Engage with clients, Relationship Managers, and Treasury Management Sales Officer to anticipate needs, remove servicing barriers, and accelerate deposit onboarding and treasury adoption.
- Ensure timely and accurate resolution of client inquiries, requests, and issues.
- Deliver white-glove concierge service aligned to client segment and industry specialization.
- Ensure service interactions reinforce relationship value and support revenue retention.
Treasury & Operational Execution
- Work closely with Relationship Managers and Treasury Management Sales Officers to ensure that client onboarding proceeds smoothly, quickly, and in alignment with sales commitments.
- Process account maintenance, service requests, wires, exceptions.
- Liquidity and treasury management general service inquiries.
- OD/NSF/Return and exception item Report review and client communications.
- Assist clients with onboarding activities including account setup, documentation review, and service implementation support.
- Process transactions such as transfers, loan payments, deposits, and account adjustments within delegated authority
- Prepare and validate new account documentation to ensure completeness accuracy and compliance
Problem Resolution & Client Advocacy
- Resolve complex client issues, including escalations related to transactions, servicing errors, or account discrepancies.
- Manage overdraft situations, exception items, and client complaints with appropriate follow-up.
- Determine root causes of issues and implement solutions to prevent recurrence.
- Take ownership and act as a liaison between clients and internal departments to ensure issue resolution.
- Maintain strong client relationships to support retention and satisfaction.
- Advocate for client needs while ensuring coordination with Relationship Managers and Treasury Management Sales Officers to maintain aligned communication and expectations.
Risk, Compliance & Operational Integrity
- Ensure compliance with all regulatory and internal policies including:
- BSA/AML
- OFAC
- KYC and CIP requirements
- UCC
- Regulation CC
- Regulation E
- Maintain accurate and complete client documentation and account of records and retention schedules.
- Monitor account activity and identify potential risks including overdrafts, fraud indicators, and unusual transactions.
- Escalate risk concerns and irregularities in a timely manner.
- Adhere to internal controls and audit requirements.
- Use judgement to balance risk considerations with the need to deliver strong service outcomes.
Sales Support & Relationship Growth
- Identify opportunities to deepen client relationships through referrals and cross-sell opportunities.
- Maintain strong working knowledge of all bank products and services.
- Provide servicing insights to Sales Officers that may influence portfolio strategy, retention planning, or cross‑sell opportunities.
- Support Relationship Managers in executing client engagement strategies and call preparation.
- Participate in client meetings, presentations, and follow-up activities as needed.
Reporting & Account Monitoring
- Monitor account activity through reports such as overdraft reports, exception reports, and large transaction monitoring.
- Maintain up-to-date knowledge of client account behavior and activity trends.
- Provide updates to management regarding servicing trends and client issues that may affect sales or relationship health.
Team Support & Continuous Improvement
- Assist with training and onboarding of new team members.
- Support development of procedures, job aids, and servicing documentation.
- Participate in process improvement initiatives to enhance efficiency and service quality.
- Provide coverage and support across the servicing team as needed.
DECISION AUTHORITY
- Authorized to resolve moderately complex servicing issues requiring cross‑functional coordination and product knowledge.
- Permitted to approve certain servicing adjustments within limits when needed to maintain client satisfaction or support sales‑driven timelines.
- Expected to escalate issues that may materially impact client relationships, onboarding timing, or risk thresholds.
ADDITIONAL ACCOUNTABILITIES
- Furthers a culture of risk and compliance discipline, including maintaining data integrity and confidentiality across client files and transactions
- Demonstrates commitment to implementing and following policies that support the Bank’s Risk Vision
- Escalates risk concerns in a timely and structured manner
- Demonstrates adherence to the Bank’s Risk Vision and compliance culture
- Completes all required compliance and regulatory training
- Assists with special projects and department initiatives
- Supports audit and examination readiness activities
- Performs special projects and transformation initiatives as assigned
- Ensures completion of all required compliance training
- Maintains knowledge of evolving regulatory requirements and internal policy updates
- Maintains strict confidentiality of client and bank information
JOB REQUIREMENTS
Required Qualifications:
- Bachelor’s degree in Finance, Business, Economics, or related field (or equivalent experience)
- Minimum 4 years of progressive experience in commercial banking, treasury management, or client servicing
- Demonstrated expertise supporting treasury management products including ACH, wires, liquidity management, payables/receivables, and digital connectivity solutions
- Strong understanding of commercial banking regulatory and compliance frameworks
- Strong knowledge of banking operations, deposit products, and treasury services
- Experience working with commercial or corporate clients preferred
- Demonstrated ability to manage multiple priorities in a fast-paced environment
- Proven ability to manage high-volume service environments while maintaining quality and risk standards
Preferred Qualifications:
- Experience supporting industry vertical specialization (Specialized Industries, CRE, Corporate/Commercial Banking, Private Banking).
- Experience supporting treasury management products and services.
- Experience in Commercial, Corporate, or Private Banking environments
- Experience in large or super-regional financial institutions.
- Experience leading service model transformation initiatives.
- Certified Treasury Professional designation (CTP) as awarded by the Association for Financial Professionals is desired and can be obtained through employment.
Job Competencies:
- Strong client service and relationship management skills
- Knowledge of treasury management and banking products
- Problem-solving and analytical thinking ability
- Strong verbal and written communication skills
- Attention to detail and operational accuracy
- Time management and organizational skills
- Ability to manage multiple priorities and deadlines
- Risk awareness and compliance discipline
- Ability to work collaboratively across teams
- Proficiency in Microsoft Office (Word, Excel, PowerPoint)
- Demonstrates continued growth of knowledge on understanding of client servicing and treasury management products and services.
- General understanding of both business and banking regulations such as UCC, Reg CC, Reg E and regulatory guidance/oversight.
- Professional verbal and written communication skills.
- Demonstrated analytical skills with the ability to think both creatively and strategically when devising a client solution
- Possesses strong aptitude for time management, organization and the ability to manage multiple initiatives successfully.
- Advanced treasury management product knowledge
- Strong understanding of commercial banking risk and regulatory environment
- Client-centric service mindset
- Escalation management and decision-making authority
- Strong analytical and problem-solving capability
- Executive communication skills
- Talent development and coaching capability
- Organizational and time management aptitude
- Ability to mobilize internal networks to resolve complex service challenges
- Microsoft Office proficiency (Word, Excel, PowerPoint)
Travel Requiremennts:5% - Periodic travel to client offices, prospects, branches and various functions is a requirement of the position.
Physical demands (ADA): The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.
Flagstar is an Equal Opportunity Employer
We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank
Pay Range
$69,311.25 - $115,898.00
