Client Onboarding Success Mgr II - Commercial Credit Cards

$71,864 - $114,795/Yr

Royal Bank of Canada - Los Angeles, CA

Full-time

Los Angeles, CA

Credit Intermediation and Related Activities

About the position

The Treasury Management Solutions (TMS) Client Onboarding Success Manager is responsible for onboarding new and existing clients with Treasury management products, managing the implementation process to ensure client satisfaction. This role involves coordinating various parties, managing project timelines, and ensuring compliance with policies and procedures to expedite the onboarding process and enhance the client experience.

Responsibilities

• Gather details of implementation and agreements through sales/client interaction.
• Coordinate all aspects of client kick-off calls to confirm scope and agree on milestones.
• Ensure all TMS agreements/documentation/requirements are sent and received from the client.
• Ensure compliance with audit and risk policies and procedures.
• Proactively manage implementation issues, escalations, and error resolution.
• Document changes to policies and procedures to improve future client experience.
• Schedule and coordinate file testing with clients, vendors, and internal resources.
• Create and manage project plans with agreed milestones for onboarding or complex product implementation.
• Set up recurring calls with clients and necessary internal partners to facilitate implementation.
• Maintain a dashboard with status updates on implementation progress.
• Coordinate and ensure client training is completed according to needs.
• Act as the point of contact for 30 days post-implementation to ensure client success.
• Facilitate hand-off to line of business operations, client services, and sales team.

Requirements

• 3-5 years customer service experience.
• 3-5 years financial service & banking industry experience, preferably handling treasury services.
• 3-5 years of experience with Microsoft, project and/or data tools.

Nice-to-haves

• Bachelor degree or equivalent job experience.
• Client facing treasury services implementation experience.
• Proven project management experience, certification a plus (Certified Treasury Professional, Project Management Institute).
• Strong working knowledge of treasury management products and services.
• Proficient in Microsoft office software and data tools.

Benefits

• Eligible for bonus and/or commissions.