Senior Client Relationship Specialist & Trainer

Join the winning team at First Business Bank as a
Senior Client Relationship Specialist & Trainer!

First Business Bank is a Top Workplaces USA company, learn more here.

At the heart of First Business Bank, we believe success comes down to putting people first. Our people are our priority - they embody ambition, experience, and client focus. The result is extremely engaged employees who provide unmatched client satisfaction. With comprehensive total rewards to support our team members, a commitment to valuing each other's differences, and a focus on improving our communities, we are confident you'll find the experience is your advantage. We're delighted you're considering joining us!

OVERVIEW

Work Model: 3 days per week in office, at either our Madison or Brookfield Bank location

The Senior Client Relationship Specialist & Trainer will report to the Client Relationship Specialist Manager and is responsible for developing and implementing a training program for a dynamic team of Client Relationship Specialists ("CRS"). With support from the CRS Manager, the Client Relationship Specialist & Trainer will identify training and development needs, ensuring processes and procedures are consistent across all markets.

The Senior Client Relationship Specialist & Trainer plays a crucial role in servicing the overall commercial loan portfolio. This position involves coordinating autonomously and effectively prioritizing tasks to meet multiple, various, and shifting deadlines. The role requires an understanding of the renewal process, clearing outstanding memos or exceptions, and advising on the necessary information needed to close new or renewed loans or modify terms according to Bank policy and procedure.

The Senior Client Relationship Specialist & Trainer works closely with a Banker, supporting them in a timely, accurate, and concise manner. This includes ensuring deadlines for new loan closings are met, renewals are processed promptly, and outstanding memos and exceptions are addressed within goal ranges with support from peers.

Key Objectives & Responsibilities

• Team Training, Development, Process Oversight & Improvement (40%)
  • Design, develop, implement, and own CRS training program and materials.
  • Train new CRS team members in all markets.
  • Provide ongoing training and development for CRS team with support from CRS Manager.
    • Assess the training needs of the team.
    • Make recommendations to and assist CRS Manager, in implementing standards.
    • Evaluate the effectiveness of the training program, making necessary improvements.
  • Co-lead and plan monthly team meetings.
  • Through collaboration with CRS Manager, across bank markets and cross functionally, effectively plan and make recommendations to standardize and improve processes to create efficiencies.
  • In collaboration with CRS Manager, review current processes and procedures related to identify needs among team to increase performance, efficiency, and consistency.
  • CRS team metric-based goal oversite

• Loan Coordination (50%)
  • Professional support teamed with a Banker within a Market.
  • Backup support across markets for coverage during peak times and team vacations.
  • Maintain day to day relationships with Banker and Clients.
    • Lead by example to set standards of successful relationships in supporting officers and clients.
    • Continue to provide premium customer service to ensure the best client experience.
    • Maintain trusted relationships with clients, internal teams, and service providers.

• Project Management (10%)
  • Lead on Loan Approval Management Platform (LAMP) and related loan workflow systems, including ongoing process improvement implementation and training.
  • Co-collaborator on future change management initiatives.

The successful candidate should have:

• A post-secondary degree in business related field or equivalent work experience.
• 5+ years banking experience required.
• Commercial loan documentation and servicing experience.
• Experience in loan participation documentation and servicing.
• Executes to predetermined or moving deadlines for timely renewals or to meet client expectations.
• Excellent presentation skills to engage and motivate the team.
• Advanced organizational, follow-up, and multi-tasking skills required to achieve multiple deadlines.
• Excellent written and oral communication to effectively convey information to team members.
• Experience testing or writing procedures.
• Knowledge and understanding of commercial loan policy, loan title insurance policies and endorsements, SWAPS and Letters of Credit documentation and servicing, construction draw expediting and reviewing loan documentation.