CLIENT MANAGEMENT SPECIALIST JOB DESCRIPTION

A Client Management Specialist in financial services owns the operational and relational layer between the institution and its book of clients; a function distinct from the Relationship Manager who originates business and the Account Manager who handles commercial terms. Clients here include asset managers, warehouse lenders, and insurance providers whose portfolios require ongoing documentation, compliance monitoring, and financial reporting. That specificity matters: a missed UCC filing or an overdue credit facility renewal carries regulatory and collateral consequences that a lapsed email never would. The work demands fluency in both client-facing communication and back-office financial processes.

As the Client Management Specialist, you serve as the primary operational contact for a defined portfolio of financial services clients, managing the full cycle of client inquiries, renewal documentation, billing reports, and escalated issue resolution to ensure accounts remain compliant and in good standing. You operate within a cross-functional team alongside Relationship Managers, Underwriting, Finance, and Operations, coordinating deliverables across all parties to maintain service continuity and client confidence.

• Career Impact: Specialists who develop deep expertise in warehouse lending operations, fund accounting workflows, and financial compliance documentation become highly sought-after in institutional financial services, where operational fluency at the client interface is a scarce combination.
• Business Impact: Asset managers, hedge funds, and mortgage banking clients depend on accurate, timely delivery of fund performance data, billing reconciliations, and executed legal agreements - work this role owns directly and that determines whether client relationships renew.
• Growth Opportunity: The breadth of exposure - credit facility management, GAAP/IFRS-adjacent reporting, and C-level client communication - positions high performers for progression into Relationship Manager or Senior Client Services roles within institutional or commercial banking.

• Manage a portfolio of financial services client accounts, ensuring all agreements, renewals, and credit facility documentation are executed accurately and on schedule.
• Coordinate client onboarding and renewal workflows across Underwriting, Relationship Management, and Legal, acting as the operational subject-matter expert on each client's file.
• Resolve escalated client inquiries related to data reconciliation, financial reporting, and account discrepancies, communicating resolution status clearly and promptly.
• Prepare and deliver billing reports, trend analyses, and asset performance summaries to clients and senior management on contractual schedules.
• Monitor compliance requirements including UCC filings, insurance policy reviews, and credit condition checklists to maintain the institution's collateral and regulatory standing.
• Capture and report client portfolio statistics and quantitative metrics, including AUM-based measures, to support senior management review cycles.
• Draft and process complex client-facing documents, including facility agreements, guaranty agreements, and extension agreements, in accordance with legal and institutional standards.
• Partner with internal teams to streamline workflows, identify process inefficiencies, and maintain uniformity in client data records and reporting outputs.

• Bachelor's degree in Finance, Business, or Accounting, or equivalent work experience.
• 3 or more years of client services or account management experience, with demonstrated exposure to financial services or lending operations.
• Working knowledge of financial reporting concepts including GAAP/IFRS, general ledger principles, or fund accounting.
• Demonstrated ability to prepare, review, and manage complex legal or financial documentation with high accuracy under deadline pressure.
• Strong written and verbal communication skills, including the ability to correspond with C-level client contacts and cross-functional internal stakeholders.
• Proven organizational ability to manage multiple client files in varying stages of completion, prioritizing effectively in a high-volume environment.
• Familiarity with client relationship management processes, including onboarding, renewal cycles, and escalation handling.
• Solid analytical skills with experience validating financial data, reconciling discrepancies, and preparing quantitative summaries for management review.

• Background in mortgage warehouse lending, commercial lending, or syndicated and private credit markets.
• Experience with UCC filings, entity governance documents, or collateral monitoring within a bank or lending institution.
• Exposure to investment fund structures, including mutual funds, hedge funds, or asset management client relationships.
• Relevant financial services licensing or coursework, such as a RIBO license or equivalent credential in insurance or financial products.

• Client renewal completion rate, measured against contractual expiration dates across the managed portfolio.
• Documentation accuracy rate on credit facility packages, tracked through audit review and error-log reporting.
• Escalation resolution time, reflecting how quickly elevated client issues are closed and communicated back to the client.
• Billing report delivery timeliness, measured against clients' contractual schedules each reporting period.
• Overline and UCC expiration incidents, tracking the frequency of lapsed compliance items within the monitored portfolio.
• Typical tools: Spreadsheet and data analysis software (commonly Excel with pivot tables and macros); CRM platforms (commonly Salesforce or equivalent); ERP or core banking systems (commonly Fiserv or equivalent).

• Base Salary Range: $55,000 to $80,000 annually, depending on seniority and institution size
• Bonus: Annual performance bonus typically ranging from 5% to 12% of base salary
• Equity: Equity participation uncommon at this level; profit-sharing offered at some institutions
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by institution
• PTO: 15 to 20 days annually, plus standard federal holidays
• Common Perks: 401(k) with employer match, professional development reimbursement, licensing support

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment contingent on satisfactory completion of a background check, which may include credit history review consistent with applicable federal and state law given the financial nature of this role. Reasonable accommodations will be made for qualified individuals with disabilities throughout the application and employment process. All applicants will be considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law. Candidates must be authorized to work in the United States.

The Client Management Specialist delivers on revenue growth and client retention by originating new relationships and expanding existing accounts within a commercial insurance portfolio. Reporting to account management leadership, this role partners closely with account management teams to provide superior client service and build a strong professional network across the industry.

Key Responsibilities

• Handle relationship management activities with clients and prospects to originate new client relationships and expand and retain existing relationships.
• Manage relationships with clients and prospects to originate, expand, and retain client relationships.
• Partner with account management teams to provide superior client service.
• Initiate new revenue through acquisition of new clients or expansion of revenues from existing clients.
• Ensure all managed accounts are in good standing and address escalated issues in a timely and effective manner.
• Nourish and grow strong relationships with professional counterparts at client organizations.
• Attend and participate in industry events and conferences to build a strong professional network.

Required Qualifications

• 5 years of work experience within commercial insurance, with a RIBO license or ability to quickly acquire one.
• Strong business acumen, including well-rounded knowledge of general business functions and finance.
• Proficient in Word, Excel, Outlook, and SharePoint.
• Good problem-solving skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to interact at all levels of the organization.
• Strong organizational skills in prioritizing work, multitasking, and consistently meeting deadlines.
• Ability to work independently and as part of a close-knit team.

Embedded within the client services team, the Client Management Specialist shapes every touchpoint of the customer journey by managing service contracts, onboarding new clients, and identifying new business opportunities through referrals and upselling. Working closely with cross-functional teams, this role maintains accurate client database records and ensures customer needs are addressed effectively to support sustained business growth.

Core Functions

• Focus and emphasis on Customer Experience in every aspect of the role.
• Regularly interact with customers through calls, emails, and face-to-face meetings in a timely and professional manner.
• Cultivate and maintain solid relationships for each service contract.
• Create a positive onboarding experience for new customers.
• Collaborate with relevant teams to better address customer needs.
• Provide regular updates to upper management.
• Maintain an accurate record of all existing and potential clients with correct terms properly entered into the client database.
• Upsell company products where possible and identify new business opportunities through referrals.

Qualifications & Experience

• Bachelor's degree in business administration or an industry-related field.
• Proven experience in client servicing with exceptional customer service skills.
• Working knowledge of Customer Relationship Management software.
• Excellent organizational, time management, and problem-solving skills.
• Effective communication between customers and internal team members by managing expectations from both perspectives.
• Ability to work efficiently under pressure.

Reporting to global and regional internal stakeholders, the Client Management Specialist leads client operational performance by managing escalations, transformation initiatives, and monthly billing and forecast processes across a large-scale outsourced account. Partnering with Pathfinders, Process Architects, and a team of a minimum of 20 people, this role ensures customer priorities are communicated and fulfilled to drive productivity and account growth.

Primary Duties

• Carry out daily and weekly interactions with clients on operational performance and proactively communicate process, team status, changes, and risks.
• Act as second level of escalation for client issues, take necessary actions for resolution, and communicate status and actions taken.
• Complete agreed actions within deadlines and ensure proper follow-up with the customer.
• Build strong communication and close working relationships with key stakeholders at the customer site and take full ownership of the process.
• Propose and agree on transformation initiatives and negotiate productivity clauses based on internal or external dependencies.
• Conduct team huddles to communicate customer priorities and create awareness within the team.
• Ensure regular alignment with global and regional internal stakeholders on account strategy and direction.
• Collaborate with Pathfinders and Process Architects to stay current on process and people-related issues that may impact the customer.
• Manage MSS accuracy, Operating Plan, monthly billing, and monthly forecast review.
• Ensure customer branding on the floor, coordinate visual management dashboards, and host customer visits.

Skills & Qualifications

• Experience in customer management.
• Relevant team management experience of a minimum of 20 people.
• Strong AP domain knowledge.
• Previous experience supporting transformation and productivity projects.
• Managerial skills with a focus on budget control.

Sitting at the intersection of client strategy and business analytics, the Client Management Specialist owns the full client lifecycle by conducting planning sessions, gathering data to inform strategies, and implementing organizational improvements in collaboration with internal resources. Operating across client meetings, strategy sessions, and cross-functional teams, this role supports C-level executive engagements to advance client satisfaction and deliver on organizational objectives.

Duties

• Communicate with clients to ascertain their level of satisfaction and assist in resolving client concerns.
• Conduct client planning, meetings, and strategy sessions.
• Support client life-cycle optimization.
• Gather and organize data to inform client strategies.
• Confer with internal resources to propose and implement alternative client systems, procedures, or organizational improvements.

Requirements

• Undergraduate degree in leadership, business, or commensurate experience.
• Technology business application knowledge with 1-3 years of professional experience.
• Business analytical and business process skills with a curious, problem-solving mindset.
• Excellent communication abilities with attention to detail and accuracy.
• Desire to research and obtain industry knowledge.
• Expert-level use of CRM tools and intermediate-level use of Microsoft Office Suite.
• Energetic, outgoing, and professional attitude with excellent time management and organizational skills.
• Community involvement such as associations, volunteerism, or board membership, and a history of personal competitive endeavors such as sports, debate, or military service are a plus.

A key member of the customer service team, the Client Management Specialist builds and maintains a portfolio of new and existing claims customers by advising on policy entitlements, lodging claims, and explaining repair processes. Collaborating across assessors and external vendors, this role reinforces the organization's commitment to customer protection and delivers measurable outcomes aligned with Key Results Areas.

Functions

• Provide an exceptional level of customer service to assist customers when they need it most.
• Serve as the primary point of contact for customers who have experienced loss or damage to their property.
• Provide case management by maintaining a portfolio of new and existing claims customers and managing costs through liaising with assessors and external vendors.
• Advise customers of their policy entitlements, lodge claims, and explain the claims and repair processes as required.
• Reinforce the commitment to protecting what matters.
• Meet Key Result Areas in line with overall business objectives.

Experience & Qualifications

• Previous customer service experience in hospitality, retail, or a contact centre environment preferred.
• A passion for helping customers and making a difference.
• Superior written and verbal communication skills with excellent time management and prioritization skills.
• Ability to demonstrate flexibility and adaptability to constant change.
• Self-motivated with the ability to contribute effectively to a team environment.

Accurate, timely client reporting and seamless financial data delivery depend on the Client Management Specialist, who leads inquiry resolution, billing preparation, and workflow coordination for a client base that includes Asset Managers, Banks, Hedge Funds, Mutual Funds, and Insurance providers. Based within a financial services operations team, this role ensures daily coverage, validates data reconciliation, and continuously streamlines processes to strengthen service quality and operational efficiency.

Accountabilities

• Capture and report client statistics, trends, and metrics based on quantitative measures such as Assets Under Management.
• Prepare billing reports based on clients' contractual schedules, including trend and profitability analysis for Senior Management and Finance.
• Provide overall support and customer service to all Services clients and ensure team coverage of 7 a.m.- 7 p.m. CST is in place daily.
• Assist team members with daily project management, data validation, and data deliverables as needed.
• Continuously assess and streamline existing workflows to create uniformity and efficiency across the board.

Technical Qualifications

• BA or BS from an accredited institution with 3+ years of experience in business, finance, or accounting preferred.
• Experience with GAAP/IFRS financial reporting, general ledger, and fund accounting preferred.
• Commercial awareness within the syndicated and/or private credit market.
• Strong understanding of financial concepts and investment markets, with preference for Financial Services industry background.
• Advanced MS Excel skills, including Macros, V-Lookup, Charts, and Pivot Tables.
• Strong customer service mindset with excellent communication and relationship management skills.
• Organized, detail-oriented, and analytical with a strong work ethic and desire to improve existing workflows.

As the Client Management Specialist, this role leads all trade event strategy and execution, working closely with the Comms Planning Director to define a comprehensive trade marketing plan and build lasting agency and client relationships. The sales team relies on this work to generate new and repeat business, strengthen client behavior insights, and ensure delivery of all trade events and merchandise in alignment with market standards.

Activities

• Drive and strategize all trade business development opportunities.
• Extract the right value for merchandise and vendor management.
• Define a comprehensive, strategic, and budget-conscious trade marketing plan for the year.
• Execute and ensure delivery of all trade events and merchandise.
• Evaluate and research competitor trade-level activities and continuously evolve events to meet market standards.
• Collaborate with the front-line sales team to understand client behavior and needs.
• Build and maintain business relationships with key clients and agencies for new and repeat business.
• Organize and implement internal and client training as needed.
• Ensure timely reporting and tracking of merchandise for compliance.

Position Requirements

• 5-8+ years of experience in events, sales, and the advertising, event, or media industry with a strong track record in trade business execution and client relationship management.
• Strong understanding of the agency and consumer landscape with the ability to build on industry trends and business issues.
• Conceptual and strategic thinker with strong analytical and problem-solving skills.
• Exceptional verbal and written communication skills with the ability to influence and collaborate with diverse stakeholders.
• Ability to manage ambiguity, optimize resources and processes, and work under tight deadlines in a fast-paced environment.
• Positive attitude with demonstrated curiosity, creativity, and the ability to inspire innovation and instil trust in a team.

Client Management Specialist delivers exemplary front-line service for a workforce development center by coordinating student enrollment, managing accounts receivable, and processing billing and registrations across all programming offered through the center. The work directly supports Business Managers and a cross-functional team to ensure outstanding client service, accurate financial records, and operational compliance with college governance and administrative regulations.

Operational Focus

• Coordinate student enrollment in collaboration with Enrollment Services, Information Technology, Advancement, and Academics.
• Provide exemplary front-line customer service to WDC students and corporate clients.
• Coordinate WDC programs in partnership with Business Managers to facilitate college-required processes while delivering outstanding client service.
• Manage and maintain accurate student enrollment and billing records in compliance with college governance, laws, and administrative regulations.
• Adjust working hours to meet client needs and support morning and evening customer service coverage.
• Meet quality metrics each term for enrollment packet processing and accuracy.
• Assist with facility oversight, including classroom coordination, maintenance requests, and building opening and closing.
• Manage accounts receivable, aging processes, delinquent payment reminders, and daily payment reconciliation and deposits.
• Facilitate refunds, manage client and company records in Colleague, and coordinate grant and scholarship processes.
• Demonstrate knowledge of and follow strict cash control and audit procedures.

Knowledge, Skills & Abilities

• Associate's degree preferred, with 2 years of customer service and billing experience in a high-volume environment.
• 1 to 2 years of experience in administration or student services within higher education preferred, with prior experience using Colleague ERP an asset.
• Familiarity with invoicing and account management.
• Advanced proficiency in Microsoft Office including Outlook, Excel, Word, PowerPoint, and functional proficiency in Access.
• Experience with CRM systems and marketing a product or service.
• Exemplary verbal and written communication skills with excellent interpersonal skills and ability to interact with a diverse population.
• Demonstrated ability to work independently and as a team player, maintain confidentiality, prioritize effectively, and meet deadlines under fast-paced conditions.
• Valid driver's license with ability to commute between college campuses.

The Client Management Specialist owns a portfolio of warehouse lending clients as the central operations point of contact, preparing complex legal documents, including Mortgage Warehouse Agreements, and conducting monthly pricing reconciliation and UCC expiration tracking. Reporting to warehouse lending leadership, this role interacts with client Senior Management, Relationship Managers, and internal underwriting teams to support onboarding, renewals, facility increases, and term extensions.

Key Deliverables

• Monitor the Overline Report daily for overlines approaching expiration and manage ongoing UCC expiration tracking.
• Conduct monthly research of outages identified in the Pricing Reconciliation.
• Assist in refining and creating policies, procedures, and documentation for audit requests.
• Support a portfolio of Warehouse Lending clients and act as the Operations point of contact for updates to client profiles or credit facilities.
• Interact with client Senior Management, Relationship Managers, and TCB Underwriting for onboarding, renewals, facility increases, and term extensions.
• Respond quickly to high volumes of email and phone inquiries and manage the pipeline of existing client renewals through to completion.
• Accurately assemble, track, and image documentation while acting as subject matter expert on client files.
• Review client insurance binders and policies for compliance and complete UCC-1 and UCC-3 filings to maintain collateral position.
• Prepare complex legal documents including Mortgage Warehouse Agreements, Power of Attorney, Pledge, Guaranty, Extension, and Overline Agreements.
• Understand and respond to client and attorney questions regarding entity structures and governance documents.

Professional Experience

• 5-7 years of experience in client services or account management in the financial services and/or mortgage industry.
• In-depth knowledge of entity documents and structures for Corporations, LLCs, Partnerships, and Trusts.
• Prior experience reviewing mortgage bankers' insurance policies.
• Proficient in Microsoft Office Word, Excel, Outlook, Fiserv, CT Lien, and ACT.
• Excellent interpersonal and communication skills.
• Ability to interact with C-level executives and all levels of internal management.
• Well-organized and detail-oriented with the ability to manage multiple tasks independently and shift priorities quickly in response to client needs.