RSA's assist in market Relationship Advisors with the following core responsibilities: new client onboarding, service support of in-bound inquires, risk advice (Know Your Client/KYC and Fraud) and client contact maintenance. Routinely makes impactful decisions and demonstrates medium levels of discretion, with guidance, with respect to their core responsibilities.Knowledge
Broad knowledge of commercial bank deposit and cash management products and services, including online banking platforms, account reporting and cash management disbursement
Broad knowledge of transactional service support best practices; familiarity with adhering to/use of workflows/processes, incident reporting procedures, CRM and tracking tools, and SLAs as appropriate
Understanding of routine client inquires including general account and/or product support, user administration, fraud monitoring
Familiarity with general banking procedures and regulatory requirements including KYC
Knowledge of On-Boarding practices; familiarity with standard procedures including document collection, expectation setting, training
Familiarity with cross-sell fundamentals including typical methods to listen for, qualify and engage right resources to address client need
Knowledge of general client account planning methods (e.g., periodic check-ins or comprehensive strategic business reviews)
Skills
Demonstrated ability to develop and maintain trusted relationships with internal colleagues and clients across all levels (from VP Finance to Accounting Clerk)
Excellent organizational skills; ability to actively manage a high volume and range of disparate daily activities
Strong oral and written communication skills; ability to convey complex concepts in a clear and concise manner
Proven client service experience including interpreting client inquires and use of systems and tools to log and monitor cases
Problem solver; use of honed analytical skills and critical thinking to evaluate root cause issues and recommend solutions
Aptitude to grow cross-sell skills including qualification, needs analysis and product recommendations to address client needs
Adept at quickly learning new processes, service offerings, complex product information, market / segment characteristics etc.
Demonstrates proactive and positive attitude, commitment to continuous learning and improvement
Proven aptitude to collaborate with range of internal constituents from Service to Sales (Relationship Management) to Product Advisory