Commercial Client Experience Associate Sr

About this role

Position Title Commercial Client Experience Associate Sr Location New York, NY 10018 Job Summary The Client Experience Senior Associate, Vice President is a seasoned, non-supervisory individual contributor role responsible for end-to-end servicing and lifecycle management of complex commercial banking relationships. This expanded role operates with a high degree of autonomy and judgment, reflecting the elevated, sales-aligned model of the Commercial Client Experience Unit (CCEU), while delivering white-glove support to Treasury Management Sales and Relationship Management teams across the enterprise.

This role delivers a concierge-style client servicing experience by providing proactive, consultative, and operational support across a broad range of treasury and commercial banking products. The Senior Associate acts as the operational and subject matter expert for assigned client relationships, executing service strategies, resolving complex client issues, and ensuring seamless delivery of banking services. The Senior Associate brings robust knowledge, experience and industry market expertise in treasury management sales, products and service.

Positioned above the Client Experience Associate, the Senior Associate -level Senior Associate serves as a primary service owner for high-value, multi-product commercial clients, acting as a trusted partner to Relationship Managers and Treasury Management Sales Officers. The role is accountable for complex onboarding, advanced treasury servicing, issue resolution, risk identification, and client advocacy. This role plays a critical part in protecting deposit relationships, supporting revenue retention, and ensuring service excellence while maintaining strong operational discipline and regulatory compliance.

The Senior Associate partners closely with Relationship Managers and Treasury Management Sales Officers, supporting client onboarding, servicing, and issue resolution in ways that enhance sales efforts and strengthen the client relationships. The role is accountable for operational integrity, client satisfaction, and adherence to regulatory and risk standards while supporting Commercial Real Estate, Small Business & Business Banking, Commercial & Corporate Banking, Private Banking, specialized industry segments, and related verticals. The role is a critical component of the Treasury Management Sales support model and directly contributes to the achievement of sales, revenue, and deposit growth objectives by enabling effective onboarding, retention, and expansion of commercial client relationships. Job Responsibilities: Advanced Client Servicing & Relationship Support • Serve as the primary point of contact for clients for a designated portfolio of complex commercial clients. • Manage end-to-end service needs across treasury and deposit products. • Oversee complex onboarding, documentation validation, and account structures. • Provide consultative service aligned with client-specific operating models and industry nuances. • Deliver white-glove concierge service aligned to client segment and industry specialization. • Anticipate service needs and proactively recommend enhancements to improve the client experience. • Ensure service interactions reinforce relationship value and long-term client satisfaction.

Sales & Relationship Team Partnership • Serve as a trusted servicing partner to Relationship Managers and Treasury Management Sales Officers. • Support sales initiatives by aligning servicing requirements, documentation expectations, and onboarding considerations with deal timelines to facilitate successful execution of Treasury Management sales objectives. • Provide servicing insights to Sales Officers that may influence portfolio strategy, retention planning, or cross‑sell opportunities. • Participate in client meetings, service reviews, onboarding strategy sessions in an advisory and support capacity. • Support Relationship Managers in executing client engagement strategies and call preparation.

Issue Resolution, Escalation, & Client Advocacy • Work closely with Relationship Managers and Treasury Management Sales Officers to ensure that client onboarding proceeds smoothly, quickly, and in alignment with sales commitments. • Independently research, resolve, and manage complex service issues with minimal oversight. • Serve as a senior escalation resource for Client Experience Associates on complex or sensitive client matters. • Coordinate cross-functionally with Operations, Product, Compliance, Technology, Legal, and Risk partners to drive resolution. • Exercise sound judgment to balance client advocacy with risk, policy, and regulatory requirements. • Escalate material client-impacting risks appropriately to FVP/SVP leadership.

Risk, Compliance & Operational Integrity • Ensure compliance with all regulatory and internal policies including: • BSA/AML • OFAC • KYC and CIP requirements • UCC • Regulation CC • Regulation E • Maintain accurate and complete client documentation and account of records and retention schedules. • Maintain strict confidentiality of client and bank information. • Identify, mitigate, and escalate servicing related risk exposures including overdrafts, fraud indicators, and unusual activity. • Ensure documentation accuracy, audit readiness, and data integrity across assigned portfolio. • Use judgment to balance risk considerations with the need to deliver strong service outcomes.

Process Improvement and Subject Matter Expertise • Serve as a subject matter expert for servicing workflows, treasury products, and client lifecycle processes. • Contribute to process improvement, standardization, and service model enhancements. • Assist with the development of job aids, servicing playbooks, and best practice guidance. • Support transformation initiatives and special projects as assigned.

Team Support & Mentorship • Provide informal coaching and knowledge sharing to Client Experience Associates. • Support onboarding and trai

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