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Relationship Advisor

ATR International
Tempe, Arizona, 85281, United States
November 27, 2018


Job Location: Tempe, AZ

Job Duration: 7 months with the possibility of extension/conversion based on performance and departments' budget and need

Job Description:

We are seeking a Relationship Advisor for a very important client.

Manages a portfolio of clients and responsible for growing and nurturing the relationships to increase company product awareness; penetration; counter competitive activity; and serves as first point of contact supporting client on inquires related to client accounts. Provides assistance directly or indirectly utilizing internal partners for activities related to on-boarding; assessing risk related transactions; fraud mitigation, cash flow management, inquires on other daily banking operational needs; and conducts outreach related to incident/campaign. Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, escalating, developing solution, or engaging the Deal Team or Product Advisors. Maintains a knowledge of various products and accountable for advising clients on options to positively influence change in their operations which may include recommending modification additional bank products or programs. Applies appropriate judgment to assess risk in regards to Know Your Customer (KYC) and Anti-Money Laundering regulations, account ownership, account controls, fraud, fee waivers and overdraft.

Essential Functions

Develops and maintains consultative relationships with a portfolio of clients and serves as the point for all deposit and operational issues, including, but not limited to: on-boarding; account maintenance including recommending modifications or additions to products or programs; and on-going training or education to client services and products. Works under moderate supervision and has a general skill set that is applied to the essential functions.

Utilizes knowledge to resolve simple issues and escalates non-routine problems or complex issues.

Provides advice under guidance and supports clients on all activities related to client accounts including assessing risk related transactions and has limited discretion and authority within assigned portfolio to assess and manage limited risk.

On-Boarding of New Clients or adding accounts for existing clients may include direct action or coordination of on-boarding activities with other internal partners. On-boarding activities may include, but not limited to the following:

- Gathers and validates all relevant legal documentation to adhere to Know Your Customer (KYC) and Anti-Money Laundering and other banking regulations,

- Prepares necessary bank documents and establish client records

- Reviews account information once active and contact client with instructions and introductory training

Account Maintenance comprises an extensive number of different types of transactional activities. Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, developing solutions, escalating, or engaging the Deal Team or Product Advisors. Applies basic skills and knowledge to execute these activities, including, but not limited to: utilization of authority matrix to ascertain appropriate scope of actions; analysis of risk by reviewing current and historical transactions; and determining when and who to escalate to resolve issues. May be able to identify the opportunity and engages other internal partners to identify specific additional products/services to improve client experience, minimize risk, and/or positively influence change in client operations related to bank needs. May advise clients on options to positively influence change in their operations. Account Maintenance activities include, but are not limited to the following:

- Manages overdrafts,

- Verifies wire transactions,

- Updates account signers,

- Investigates fraud issues,

- Researches transactional activities,

- Provides support or training on on-line self-service tools,

- Handles requests for additional products (such as credit cards),

- Approves fee waivers

Maintenance may also include:

- Interaction with clients/prospects under guidance to determine potential client process improvement and provides ongoing advice and support to clients on all activity related to client accounts

Client Training and Education

- Reinforces and educates clients of available self-service tools

- Creates, organizes and delivers regular training and technology demonstrations via web conferencing or in person to support the client self-service strategy

- May conduct online demonstrations for prospects

The amount of time spent in each of these tasks varies by relationship advisor; the stage of accounts being serviced; and business and seasonal fluctuations. The following are the general divisions of time:

- 15 – 25%: On-Boarding of New Clients or adding accounts for existing clients

- 45 – 65%: Account Maintenance

- 10 – 20%: Client Training and Education

Client Outreach

Provided guidance to organize client meetings either in response to a trigger; a proactive outreach; or at the request of other internal partners. A meeting may be initiated:

- as a result of an interaction to address an issue or as part of portfolio management that indicates opportunity for enhancement or modification because of a repetitive action; often identified due to escalation or influenced by internal subject matter experts

- as a result of review conducted under guidance, such as that of deposit only or strategic clients;

- as a result of collaborative review of the client's financial and operating strategies and potential need for alternative or additional financial services to best meet the client's immediate and long-term banking needs

- as determined the client (s) may possibly benefit from a product concentration initiative

- Instructed as to the appropriate internal partners to engage, such as the Deal Team or Product Managers/Advisors

- Attends and contributes to a pre-call plan meeting to discuss client call approach and responsibilities during the client call

- Participates in a supporting function in client meetings majority of the time (95%), may occasionally act in a more collaborative role in meetings (5%)

- Works with other internal partners on the follow-through with any items discussed during the meeting

Participates in meetings, trainings, coaching and other duties as assigned by management.

May identify opportunities for process improvement and share information/ideas with other team members


Works within established procedures, processes and/or regulatory guidelines and utilizes authority matrix to level of determinations. Independent judgment is minimal as decisions are predominantly guided by precedent or process; escalates issues regarding decisions not guided by precedent.


Occasionally proactively provides recommendations or advice to modify and/or add products/programs to better meet the client’s banking needs. Generally seeks guidance versus complete autonomy regarding limited risk based decisions.


Possess knowledge related to bank deposit and cash management products and services, including but not limited to online banking platforms, account reporting, cash management disbursement and collection solutions.

Solid understanding of routine client inquiries including, but not limited to: general account and/or product support inquires; user administration inquiries and associated online training; operational troubleshooting for all products and services; liaison between client and internal business partners for problem resolution; and fraud monitoring, risk identification/resolution.


The ideal candidate will posses the following qualifications:


Ability to develop strong positive relationships with external clients and internal partners

Adept at understanding and interpreting simple to moderately complex client inquiries

Able to apply analytical skills to identify root cause or underlying circumstances

Capable of researching issues and collaborating to formulate recommendations.

Excellent communication skills capable of explaining information in a clear and concise manner and adapting delivery depending on the audience

Professional, thorough and organized with strong follow-up skills

Performs well in a team environment and proactively collaborates with others to serve clients

Ability to understand and follow policies, procedures, and regulatory requirements

Demonstrates initiative, a commitment to continuous learning, and the ability to adapt to changing demands and requirements


Customer/Client Focus

Time management



Problem solving


Required Education and Experience

High School Diploma or Equivalency PLUS

3-4 years of related professional experience (banking/financial services industry or customer service) OR

5-7 years of overall experience

Bachelor’s Degree desired and may be considered as 2-3 years overall experience