Role Description This position is responsible for, but not limited to, assisting in the performing community association account services functions. These include planning inputs, reporting inputs, quota setting and management, and service process optimization. Essential Functions - Coordinates account services: opening/closing/rate change and otherwise account maintenance processes used within the sales organization for large and top designated relationships or as otherwise needed. - Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the service organization’s account servicing efforts; as needed, coordinates service activities with other association banking functions. - Works to ensure all sales organization objectives are assigned in a timely fashion. - Proactively identifies opportunities for sales and or service process improvement. Works closely with Association Banking Account Service Manager to inspect service process quality and prioritize opportunities for improvement. - Assists sales management in understanding process bottlenecks and inconsistencies in the service team. Facilitates an organization of continuous process improvement. - Implements enabling technologies, including CRM, to field sales teams. Monitors the assigned sales organization’s compliance with required standards for maintaining CRM data. Works closely with sales management to optimize the effectiveness of the service team’s technology investments. - Participates in training and cross-training delivery to other teammates. - Provides input to senior leadership in the development and administration of service incentive compensation programs. - Builds peer support and strong internal-company relationships with other key management personnel. - Ensures that the Bank’s policies and procedures, code of conduct, and regulatory guidelines are strictly complied with. - Assists with all bank auditing procedures and attestation efforts. - Assists with reporting or adhoc analysis for the association banking division. - Attendance in a regular service call to keep the team updated on bank initiatives, policies, and in general keeping of team culture. - Assists with onboarding new clients and helps clients with their software conversions and participates in critical path method tracking project scheduling. - Coordinates with Treasury Management for shared products/solutions as necessary. - Involved in performing marketing endeavors/efforts. - Continuously updates skills by participating in professional training. - Seeks opportunities to improve skills through cross-training offered by the Bank. - All other tasks, responsibilities or duties, as directed by management. Qualifications - Education: Four Year College Degree, Masters preferred, or comparable. - Experience: 2+ years of business banking customer support, or 2+ years’ experience in the Community Association Management industry. - Knowledge, Skills, and Abilities: Knowledge of community association banking account management, strong computer skills, outstanding customer service skillsets, working in a team orientation. Requirements - Must be able to prepare documents and compose business letters and memorandums. - Must have strong communication skills characterized by excellent writing and speaking skills. - Proficient with general office machines and programs to include Microsoft Office Word, Excel, Outlook, and other software that might be utilized in the department. - Ability to use the computer efficiently and the capacity to learn new software programs as they are rolled out by the Bank. - Must have good knowledge of business English, including spelling and punctuation. - Must possess basic English language skills in order to write and speak clearly, and effectively with coworkers and customers. - Must be well-organized, accurate, and attentive to detail. - Must be cooperative and willing to assist coworkers and customers on a regular basis. - Must have effective listening skills demonstrated by the ability to listen to others talk (without interruption), understand them, and then propose solutions or make contributions based on the points made by others. - Must possess excellent multi-tasking skills and be able to function well under pressure. - Must be able to remain composed under pressure and respond to customer and coworker concerns regularly. - Must have a keen eye for detail and follow instructions to the letter. - Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times. Benefits - Required annual compliance training. - Continuing education for certification requirements. Physical Demands/Work Environment - Must be able to remain seated or work standing in a confined area on a computer for a minimum of four (4) hours each workday. - Must be able to constantly use hands and fingers to enter data through or on a computer or answer a phone throughout most of an eight (8) hour shift. - Must be able to walk frequently throughout the day. - Must be able to hear and communicate with coworkers and customers throughout the day. - May need to lift up to 25 pounds one to two times a day to perform job. - Must be able to function in a professional, business office environment and act and dress appropriately for same, consistent with the Bank’s grooming and dress codes. - Must demonstrate excellent interpersonal skills with customers and coworkers. - Must be willing to function as a team member. Travel This position requires less than 25% travel.