GENERAL FUNCTION: Coordinates all aspects of
the implementation and on-boarding process for Premier Plus clients
and complex escalated implementations for Premier and Core clients.
The Implementation Coordinator is responsible for
collectingdocumentsand forms, completion of required forms (for
example, eForms), scheduling and conducting regular status calls,
coordination of testing, coordination of training, client follow-up
and other tasks related to implementations.
ESSENTIAL DUTIES & RESPONSIBILITIES:
. Ensure client satisfaction through taking ownership and
delivering timely resolution of client action items.
. Assist clients in new product assimilation and performs follow-up
. Provide feedback to manager on ways to streamline the
implementation process or improve the overall client
. Point of contact for Client Advisors (CA) to initiate vendor
matches, proximity studies, etc.
. Creates and/or updates detailed account schematics for clients in
portfolios that they are assigned to support.
. Take ownership and facilitate the implementation and on-boarding
of all projects for Premier Plus clients and complex escalated
implementations for Premier and Core clients that are unable to be
handled in the CSC or Operations.
. Ensures open communication with Treasury Management Officer,
Relationship Manager, Portfolio Manager, Client Service
Professional (CA, CSC Representative), Operations and clients
during implementation period.
. Creates, maintains, and educates the client on implementation
project plan and other key deliverables.
. Identify potential problem areas during the implementation
processes based on experience with past implementations.
Proactively addresses these areas by offering suggestions and
. Lead the implementation kickoff meeting with the client and
. Gathers information from customer/relationship team and submits
the appropriate and accurate eForm to the Operations Implementation
. Monitors the eForm to quickly assume ownership of an escalation
and take the necessary action to resolve the issue or
. Schedule and lead recurring status update meeting with the
. Act as client liaison to Training team to ensure client training
is scheduled and executed.
. Ensure all service level agreements are properly communicated
with the client.
. Performs implementation audit for all projects prior to going
live with the client to ensure all solutions and implementations
are set-up correctly.
. Remain in regular contact with the client for 30 days past
initial set-up to ensure services are working properly. Provide
feedback to internal teams as appropriate.
. Informs the Sales Team of possible cross sell
. Other duties as assigned.