Community Relationship Associate I or II

Synovus - Warner Robins, GA

Full-time - Entry Level

Warner Robins, GA

Credit Intermediation and Related Activities

About the position

The Community Relationship Associate I or II at Synovus plays a crucial role in fostering and maintaining client relationships, ensuring alignment with the bank's deposit gathering strategy. This position is designed for individuals who are passionate about providing exceptional customer service and developing strong relationships with clients. The associate partners with bankers to proactively manage all aspects of client relationships, ensuring a concierge experience that meets the needs of high-profile and high-volume clients. The role involves collaborating with internal partners to enhance the value of client relationships and ensuring compliance with regulatory requirements, particularly in relation to Know Your Customer (KYC) processes. In this position, the associate is responsible for managing a deposit portfolio, providing account management, and resolving problems for assigned clients. The goal is to ensure client retention through proactive account management, leading to increased customer satisfaction and additional revenue opportunities. The associate will identify and cross-sell products and services that align with the long-term financial needs of clients, thereby contributing to the overall success of the bank's client relationship strategy. The associate will also be tasked with maintaining data integrity within customer information systems, ensuring accurate management and reporting of client relationships. This includes onboarding new clients, facilitating communication between clients and loan administrators, and utilizing Salesforce for effective reporting and tracking of client interactions. The role requires a strong understanding of banking operations, deposit functions, and lending, as well as the ability to communicate effectively with clients and internal teams. Overall, the Community Relationship Associate I or II is a vital link between the bank and its clients, ensuring that all client needs are met efficiently and effectively.

Responsibilities

• Manage the customer experience for less complex relationships from beginning to end regarding client needs or requests including deposit and loan related questions.
• Follow the Sundown rule for all customer or internal Synovus inquiries.
• Provide warm transfer for the customer when engaging other departments for assistance.
• Set client expectations and gauge client satisfaction.
• Build relationships with clients through proactive contact including in-person and telephone conversations.
• Participate in client recognition activities to reinforce who is the primary bank contact for ongoing needs.
• Educate the client on KYC Due Diligence, Beneficial Ownership Certification and other regulatory requirements while facilitating the receipt of paperwork.
• Utilize reporting to maintain data integrity and ensure compliance with regulatory and company requirements are met.
• Maintain awareness of Bank products and recognize opportunities for further discussions with clients.
• Act as a liaison between the client and the Loan Administrator.
• Regularly communicate with Bankers and other product partners to keep the team aware of relationship activities.
• Add value to the partnership through the utilization of Salesforce for accurate reporting of client contact information, calling, pipeline reporting and closed activity.
• Use project management skills to successfully onboard new clients and partner with Treasury Implementation team to deliver a customer centric experience.
• Remain current regarding Treasury products and reach out to product partners when a product need has been identified.
• Engage Product Partners in the event of an elevated issue and attend Treasury Management reviews and other calls as needed to enhance the relationship.
• Understand risks associated with Treasury products and overdrafts and escalate to appropriate manager.
• Waive fees (e.g., NSF, Wire) within established authority parameters and department procedures.
• Monitor client trends in deposit activity obtained through deposit reporting and alert Banker or primary contact.
• Open, close and maintain accounts, updating Signature Card and Corporate Resolutions as needed due to customer changes or new regulations.
• Review account documents for accuracy and obtain all information to work toward minimal technical exceptions.
• Be aware of risk within their functional area and report known or suspected violations to the appropriate Company authority.

Requirements

• High school diploma or GED required.
• Minimum of one year of banking customer contact experience including resolving customer concerns.
• Strong analytical, time management, and organizational skills.
• Ability to communicate effectively with potential, new, and established client groups.
• Strong verbal and written communication skills.
• Proficient with Client Relationship Management (CRM) systems.
• Proficient with Microsoft Office Suite including Word, Excel, and PowerPoint.

Nice-to-haves

• Associate's degree preferred.
• Knowledge of Synovus Bank systems utilized for customer support (e.g. deposit systems, PFP, insite).
• Knowledge of Synovus bank policies, products, and services with emphasis on commercial depository services.
• Experience using Salesforce.