Wholesale Implementation Coordinator

Location: Evansville
Posted on: May 6, 2021

Job Description:

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:

Customer Service:

. Ensure client satisfaction through taking ownership and delivering timely resolution of client action items.

. Assist clients in new product assimilation and performs follow-up as necessary.

. Provide feedback to manager on ways to streamline the implementation process or improve the overall client experience.

. 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.

Implementation:

. 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 alternative solutions.

. Lead the implementation kickoff meeting with the client and Relationship Team.

. Gathers information from customer/relationship team and submits the appropriate and accurate eForm to the Operations Implementation team.

. Monitors the eForm to quickly assume ownership of an escalation and take the necessary action to resolve the issue or request.

. Schedule and lead recurring status update meeting with the client.

. 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 opportunities.

. Other duties as assigned.

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