Client Service Associate

Help clients succeed by delivering fast, accurate support and thoughtful solutions. You’ll build trusted relationships, collaborate with global partners, and play a key role in improving how clients use treasury and cash management services. If you enjoy problem-solving, influencing across teams, and driving better experiences through data and process improvements, this role offers a strong platform to grow.

As a Client Service Associate in Client Service, you support a portfolio of clients by researching and resolving inquiries related to treasury and cash management products and services. You partner closely with internal stakeholders to coordinate resolution, strengthen client relationships, and identify service improvements. This role may require up to 10% travel. This role is not eligible for employer immigration sponsorship.

Job responsibilities

• Manage a portfolio of client relationships and serve as a primary point of contact for service inquiries

• Research, track, and resolve client requests across products and services, coordinating with internal partners as needed

• Communicate with clients via phone, email, and video conferencing to provide timely updates and clear resolutions

• Proactively identify recurring issues and recommend service improvements based on trends and client feedback

• Conduct periodic relationship check-ins to understand client needs and surface potential risks, including fraud-related exposure, and escalate appropriately

• Participate in onboarding and implementation discussions as new products and services are added for clients

• Collaborate with partners to align on solutions that support client needs and operational readiness

• Prepare and present management reporting on request volumes, trends, root causes, and outcomes

• Promote adoption of appropriate digital and self-service tools to improve client experience and reduce manual effort

• Maintain accurate documentation of client interactions, actions taken, and follow-ups in applicable systems

Required qualifications, capabilities and skills

• 3 years of client-facing experience in client service, account management, or a related role

• Experience supporting treasury, cash management, payments, or similar financial services products

• Experience using data to produce management reporting and present insights to stakeholders

• Experience supporting change initiatives and/or process improvement efforts in a structured environment

• Demonstrated ability to manage multiple priorities, execute reliably, and meet deadlines

• Strong verbal and written communication skills, including the ability to explain complex topics clearly

• Demonstrated ability to collaborate across teams and influence outcomes without direct authority

• Strong stakeholder management and interpersonal skills, with a client-first and solutions-oriented approach

Preferred qualifications, capabilities and skills

• Bachelor’s degree or equivalent work experience

• Experience supporting commercial card, treasury, or cash management solutions in a regulated environment

• Proficiency in productivity tools (e.g., Google Workspace or Microsoft Office)

• Experience with client issue investigation, root cause analysis, and escalation management

• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.

• Interest in learning new operating models, technologies, and industry trends

Final level and title will be determined at time of offer and may differ from this posting.