Client Solutions Specialist Job Description

Account managers carry the revenue target, while the Client Solutions Specialist carries the unresolved case, the failed file transfer, and the operational exception that a banking client cannot resolve alone. Ownership here is technical and regulated. Work spans retail financial centers, where cash limits, hold placement, and NMLS registration under the SAFE Act govern daily decisions, and treasury operations, where clients connect payment and reporting systems. The specialist answers to service leadership and is measured on how fast exceptions close.

Success as a Client Solutions Specialist means clients in financial services get accurate answers and closed exceptions without escalation, so operational risk stays contained and service commitments hold. The seat sits inside a client support or service delivery function, working alongside account teams, product groups, and operations leadership, with day to day direction coming from a support or service manager.

Career Impact: Treasury acumen, NMLS registration, and IFIC or CSC coursework are hiring signals that banking employers screen for directly.

Business Impact: Faster case closure protects fee income and keeps treasury clients from moving payment volume to another bank.

Growth Opportunity: Mentoring junior associates and advising on treasury product roadmaps widen scope toward product advisory or financial center management.

• Resolve client inquiries across payment, account, and service issues, determining root causes and closing cases within agreed timeframes.
• Advise clients and internal teams on treasury practices, digital enhancements, and fraud prevention during onboarding and optimization conversations.
• Deliver client and staff training sessions, including refreshers that close knowledge gaps identified through error review.
• Manage operational risk within the assigned unit, including cash limits, supervisory overrides, hold placement, and outage resolution.
• Partner with account, product, and operations teams to align client expectations with what the service can deliver.
• Maintain procedure documents, knowledge articles, and job aids so guidance stays accurate as products change.
• Handle escalated or specialized client requests, coordinating specialists until the case reaches a documented resolution.
• Identify recurring product and process issues, reporting trends that justify coaching, content, or system fixes.

• Bachelor's degree in business, finance, or a related discipline, or equivalent work experience in a client-facing role.
• 1 or more years of client service or support experience in financial services, with exposure to banking operations.
• Working knowledge of banking or treasury products, services, and the procedures and controls that govern them.
• Strong analytical and problem-solving skills applied to unclear client issues under deadline and accuracy pressure.
• Excellent written and verbal communication, including explaining technical detail clearly to non-technical client contacts.
• Ability to manage multiple priorities, cases, and deadlines without losing accuracy on individual client records.
• Demonstrated ability to build working relationships across internal teams, leadership, and external client contacts.
• Understanding of regulatory, registration, and risk requirements attached to client-facing roles in regulated financial institutions.

• Completion of a recognized securities or operations industry course, such as the Canadian Securities Course or IFIC.
• Prior experience facilitating classroom or virtual training for staff and client administrators in an operations environment.
• Deep treasury acumen covering treasury operations, service and fulfillment, or corporate finance system integration work.
• Experience coaching or mentoring junior associates within a client support or service delivery team.

• Average first response time in hours, measuring how quickly client inquiries are acknowledged.
• Case closure rate within service level targets, reflecting exception handling for assigned clients.
• Percentage of cases escalated beyond this seat, showing resolution depth at first contact.
• Operational loss and outage incidents per quarter tied to cash limits and overrides.
• Number of training sessions delivered and post-session competency scores for trained administrators.

• Base Salary Range: $55,000 to $85,000 per year, depending on market, scope, and institution size
• Bonus: Annual performance bonus of roughly 5 to 12% of base
• Equity: Uncommon at this level, aside from employee stock purchase plans
• Health Benefits: Medical, dental, vision, and life insurance with employer premium contribution
• PTO: 15 to 20 days annually, plus paid holidays and sick leave
• Common Perks: 401(k) match, tuition reimbursement, and paid industry certification or course fees

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

Employment offers are contingent on a background investigation, including credit history where the role requires it, and on verification that the candidate is authorized to work in the United States. Reasonable accommodation is available to applicants and employees with disabilities, and requests may be made at any stage of hiring. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, and local law.

The Client Solutions Specialist delivers timely, accurate responses to client questions about business and technical product usage, resolving cases in the case management system and maintaining a two-hour or less average response time. Reporting to the Support Services team, the Client Solutions Specialist keeps account managers informed of at-risk accounts so clients stay supported.

Key Responsibilities

• Provide timely, professional, and accurate responses to members who submit a question via the client community, phone, or email.
• Enter all correspondence and necessary information related to a case into the case management system.
• Troubleshoot individually and with team members to resolve a case on time.
• Assist clients with troubleshooting and issue resolution and encourage clients to use the appropriate resources for strategy consultation and training.
• Identify product issue trends, mass issues, and known burning product issues.
• Communicate resolution times and resolutions clearly to clients in a timely fashion.
• Maintain a 2-hour or less average response time for clients.
• Become an expert in all products and take advantage of opportunities for continuous learning.
• Ensure a high level of client satisfaction.
• Follow team procedures and work with the manager and director of Support Services to identify efficiencies in process to create an exceptional service experience for clients.
• Alert management and team members of at-risk accounts and critical product issues.

Required Qualifications

• Bachelor's degree or equivalent experience required.
• 1 to 2 years minimum of customer service and support experience required.
• 2 to 4 years working in a corporate environment supporting a product or Software as a Solution (SaaS) preferred.
• Technical proficiency with online software products preferred.
• Proficiency in troubleshooting and problem-solving required.
• Demonstrated ability to remain calm in high-stress situations and handle difficult clients and personalities.
• Proven ability to manage multiple priorities while delivering high-quality results.
• Demonstrated ability to build strong relationships with cross-office team members and leadership.
• Strong analytical skills, communication skills both written and verbal, and project management skills.
• Ability to collaborate effectively with others to identify and resolve issues.
• Ability to be flexible and agile when it comes to change processes to enhance the client experience with the Support team.
• Excellent written and verbal communication skills both over the phone and in person.

Reporting to the sales management team, the Client Solutions Specialist leads the pre-sale and post-sale process for digital advertising campaigns, responding to RFPs and translating client goals and KPIs for internal teams. Partnering with Creative Studios, Planning and Inventory, Ad Tech, and Product Marketing, the Client Solutions Specialist keeps campaign deliverables on track and supports revenue growth.

Primary Duties

• Manage the pre-sale and post-sale process of digital campaigns.
• Respond to RFPs to ensure all client deliverables are met in a proposal, using a client-centric approach to make strategic recommendations that meet campaign objectives and drive revenue growth.
• Understand client goals and KPIs to articulate to internal cross-functional teams what is needed at any point in the sales process.
• Participate in post-sale wrap-up calls and meetings.
• Handle client requests throughout the lifecycle of the campaign such as reporting requests, study reports, air checks, and other items.
• Liaise and develop strong relationships with cross-functional internal teams including Creative Studios, Planning and Inventory, Ad Tech, and Product Marketing to deliver cohesive customer service to clients.
• Communicate with the creative team and the client for the audio production process.

Skills & Qualifications

• Proven success and experience with pre and post-sales for multi-faceted digital media advertising campaigns and sponsorships.
• Agency experience preferred but not required.
• Experience working with autonomy and making decisions that benefit both the client and the organization.
• Strong knowledge of the data targeting platform, attribution studies, brand studies, programmatic and retargeting efforts.
• Committed to a solutions-oriented and client-focused approach.
• Ability to manage client expectations and communicate needs of clients to internal stakeholders.
• Proven success in pivoting and making strategic decisions, staying even-keeled in moments of pressure.
• Ability to overcome obstacles.
• Strong relationship management skills.
• Stellar communication skills.

Sitting at the intersection of marketing production and client site operations, the Client Solutions Specialist builds branding elements, custom site tools, and catalogs for partner ecommerce sites from signed agreement through full launch. Operating across the development, content, and procurement teams, the Client Solutions Specialist submits platform issues and product backlog items so client sites keep working as partner needs change.

Duties

• Assist in the creation of marketing and branding elements for client sites, including banner ads, promotional marketing campaigns, and custom themes, to align with each brand's personality.
• Support the onboarding and post-launch maintenance processes, seeing new clients through from the signed partnership agreement to the full launch of client sites.
• Maintain client sites, marketing elements, and catalogs as client needs evolve throughout the partnership.
• Create the client's custom site elements, including list tools such as order guides, project builders, and specialized pages.
• Coordinate all user account information and hierarchy setup needs.
• Troubleshoot as platform issues are presented.
• Collaborate with the development team to continuously improve the platform while conceptualizing and implementing new, innovative functionality.
• Work with internal parties, including development, content, and procurement, as issues arise.
• Submit product backlog items, impediments, and bugs found across the platform.
• Participate in external client conversations to lend expertise, as opportunities arise.

Requirements

• Minimum of 2 years of relevant experience in a related marketing or project management role, with demonstrated passion for design and marketing.
• Strong analytical and problem-solving skills.
• Knowledge of Adobe Photoshop and the suite of products is desired.
• Proficiency with MS Office required, including Outlook, Word, Excel, and PowerPoint.
• Strong verbal and written communication skills, with the ability to explain technical and complex concepts in a simple and concise way to ensure ease of understanding.
• Strong emotional intelligence with the ability to connect with others in person and remotely.
• Ability to work independently and within a team.
• Service leadership approach with a demonstrated desire to exceed expectations.
• Proven ability to manage multiple assignments and deadlines.
• Ability to quickly adapt as business needs change, and to address difficult situations with diplomacy and emotional intelligence.
• Business proficiency in English required.

Within the Treasury Services client team, the Complex Client Solutions Specialist owns deep subject matter expertise across technology infrastructure and the bank's client platform, guiding pre-sales, onboarding, and optimization for clients across all lines of business. Working closely with product and client teams, the Complex Client Solutions Specialist brings client feedback into roadmap discussions so complex client opportunities progress efficiently.

Core Functions

• Accelerate revenue generation by providing advanced subject matter expertise in pre-sale, onboarding, and optimization phases of the client experience with Treasury Services.
• Engage both prospective and existing clients on solutions and capabilities.
• Advise on industry best practices, emerging trends and how leaders can transform their Treasury function through integration, APIs and best practices.
• Conduct digital engagements to more effectively onboard new clients and optimize the experience for existing clients.
• Provide technical expertise for various file import and export capabilities and APIs via the client platform.
• Educate clients on how to mitigate fraud by sharing security best practices in all engagements.
• Lead continuing education for clients and client teams on industry digital enhancements and product capabilities.
• Participate in product planning sessions and enhancement roadmap discussions by providing voice of the client feedback.
• Communicate clearly and influence clients and business partners while maintaining strong relationships.
• Provide industry-leading advice and counsel to clients and teammates to drive a superior client experience.

Qualifications & Experience

• Advanced knowledge of the bank's operating platforms, products, and capabilities.
• Deep and broad Treasury acumen: ERP, TMS, Treasury product knowledge, Treasury operations, or service and fulfillment knowledge.
• Understanding of bank networks and effective business partnering.
• Extensive specialized knowledge and skills essential to address key job challenges, solve problems, and perform the technical troubleshooting of the job with a high level of competence.
• Proven ability to identify and manage risk from both the firm's perspective and the clients' perspective.
• Strong focus on delighting the client, with a sense of urgency and dedication to exceeding client expectations.
• Proven curiosity about client relationships, areas for growth and efficiencies, with practical, meaningful suggestions to simplify and improve.
• Ability to act courageously, challenging the status quo and debating issues that negatively impact client experience and shareholder value.
• Demonstrated accountability end to end, irrespective of issue, with ability to coach and mentor junior associates and work independently.

A key member of the after-sales client solutions team, the Client Solutions Specialist owns post-purchase service, repair, and estimate inquiries from first contact to resolution within department SLAs. Collaborating across the retail network and with the client solution manager, the Client Solutions Specialist protects the luxury client experience and removes process bottlenecks.

Functions

• Receive client post-purchase inquiries via phone and email through all channels and categories, including service, technical, repair and estimate inquiries, to ensure delivery of responses in a professional and timely manner.
• Act as client support system and single point of contact through the client journey, delivering the luxury experience through timely and proactive follow-ups.
• Resolve client product concerns by determining the cause of the problem and applying policy, tools, and resources to provide the best solution.
• Develop expert product knowledge, service offerings and understanding of brand policies and procedures to deliver immediate feedback and solutions.
• Execute ticket management through after-sales, ensuring department SLAs are met through timely management and monitoring of tickets through the full life cycle.
• Use Salesforce and internal systems to accurately track all client touchpoints, providing end-to-end support to clients and retail through the full life cycle of the ticket and case journey.
• Support the retail network with after-sales inquiries across all categories with explanations of repair estimates and spare parts pricing, including retrieval of payment from the client when applicable.
• Partner with the client solution manager to identify areas to improve processes and eliminate bottlenecks.

Experience & Qualifications

• Minimum of 2 or more years of customer service and after sales services relevant experience.
• Familiarity with CRM systems and practices, with knowledge of Salesforce a plus.
• Proficiency with Microsoft Office software including Word, Excel, PowerPoint, Outlook.
• Strong problem-solving skills and ability to multi-task.
• Ability to display patience, empathy, and positivity towards clients.
• Strong verbal and written communication skills and excellent organizational skills.
• Strong attention to detail and a process-driven approach.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to see the big picture and understand how own actions and decisions impact others and the organization as a whole.

Consistent service quality across a financial operations floor depends on the Specialist Client Solutions, who deliver classroom and virtual training, refresher sessions, and current job aids for administrators. Based within the Client Solutions department, the Specialist Client Solutions manages the error review process and turns recurring mistakes into coaching, training, and content updates.

Accountabilities

• Facilitate training for new and existing staff via classroom and virtual sessions.
• Assist in developing content, including job aids and FAQ, for areas of expertise.
• Provide support to newly trained and existing administrators to improve overall quality and adherence to best practices.
• Identify knowledge gaps and conduct refresher training sessions when required.
• Answer questions received through each team's question and answer forum.
• Support the onboarding of new hires.
• Manage the error review process, identifying trends and areas of opportunity for improvement so that information can be channeled into coaching, training and content development.
• Communicate effectively and regularly with administrators regarding procedures and updates through huddles and communication.
• Assist with the quality control process for new hires or newly trained individuals.
• Ensure that content about the area of expertise is accurate and current.
• Handle specialized or complex client requests and escalations, assisting colleagues.

Technical Qualifications

• Successful completion of the CSC or Operations course (IFIC) is an asset.
• 1 to 3 years of financial industry experience in an operations environment.
• Knowledge and experience with facilitation in training and development, applying adult learning principles and knowledge of different learning styles.
• Proficient in Microsoft Office applications such as Teams, Word, Excel, and PowerPoint.
• Detail-oriented approach with strong critical thinking, analytical, and problem-solving skills.
• Ability to collaborate and coordinate initiatives.
• Excellent communication skills, both written and verbal.
• Ability to multi-task with effective organizational skills.
• Committed to learning and development.

As the Client Solutions Specialist, this role leads implementation of time tracking, paid time off, and benefits administration systems for new and existing clients, from executive demonstrations through training and renewals. The client experience and onboarding teams rely on this work to keep implementations on schedule and systems running accurately.

Activities

• Meet with client contacts, including C-suite, VPs, and heads of people, to demonstrate system solutions, answer questions, and create an implementation timeline that includes expectations, data requirements, and training schedules.
• Partner closely with client experience managers, onboarding success managers, systems, payroll, and HR business partners for successful implementation of hourly time tracking solutions, paid time off request modules and other solutions for existing and implementing clients.
• Facilitate client-facing system training for employees, managers and administrators.
• Act as point of contact for team education on ongoing system maintenance and facilitate internal team member training.
• Create and maintain resource materials, process documents and knowledge articles.
• Execute renewals and maintain system operations in preferred benefits administration systems.

Position Requirements

• Bachelor's degree required.
• 3 or more years of experience in client relationship management.
• Experience in project management.
• Strong understanding of systems functionality across multiple platforms, including HRIS, benefits administration and payroll, preferred.
• Detail- and process-oriented thinker with strong analytical skills.
• Excellent communication, organizational and interpersonal skills.
• Solid organizational skills with the ability to prioritize multiple tasks at one time.
• Demonstrated initiative and accountability for results as a solutions-oriented team player.

Client Solutions Specialist shapes security strategy and roadmaps with executive stakeholders, designing complete security programs of technology and services drawn from the applicable security taxonomy. The work directly supports quarterly and annual quota objectives alongside the sales team, from requirements analysis and technology evaluations through transition of engagements to the services delivery organization.

Operational Focus

• Work with multiple client personas across the executive branch and other relevant personas to develop security strategy and define roadmaps aligned to business goals, budgetary spend, and metrics based on return of investment.
• Understand the security taxonomy and clearly articulate how the various elements of the applicable solution portfolio meet the specific needs of the client stakeholders.
• Design and solution complete security programs to meet client objectives, including technology and services.
• Interface and partner with internal teams, particularly service delivery liaisons, and with focused partners to align client expectations with the entire solution portfolio and drive go-to-market strategies.
• Meet quarterly and annual quota objectives working in partnership with the sales team using established sales operating processes.
• Facilitate new discussions using peer and industry network contacts.
• Perform requirements analysis and qualification of opportunities.
• Lead solution development efforts in security technology offerings using the applicable security taxonomy.
• Coordinate demonstrations and security technology evaluations.
• Transition engagements for delivery to the services organization.
• Maintain advisory relationships with key stakeholders at clients by providing thought leadership, support, information, and guidance in conjunction with sales partners.
• Stay abreast of industry trends and news to provide thought leadership, support, analysis and guidance to clients and internal groups.
• Support marketing to build brand awareness through speaking at corporate-sponsored events, writing industry articles and using social media.
• Pursue personal development by maintaining and obtaining technical capabilities, soft skills and security-specific knowledge through formal education, certification and other avenues.

Knowledge, Skills & Abilities

• BA/BS degree or equivalent and applicable work experience.
• Progress toward an industry standard certification or relevant academic experience.
• Advisory experience across multiple information security domains.
• Three or more years of blue team or red team experience.
• Experience working with automated methods and tools to ensure client requests are fielded.
• Thorough understanding of the current threat landscape, vulnerabilities, and defensive controls, with the ability to advise clients on security technology recommendations, including review of security technology quotes against those recommendations.
• Ability to qualify and prescribe implementation services for client needs and review Statements of Work against those services.
• Strong presentation, written, and oral communication skills to clients, including whiteboard sessions and other presentation mechanisms, with proven ability to listen and communicate effectively with senior business executives and facilitate high-level business discussions.
• Ability to work in a highly adaptable and nimble team environment with responsive communication.
• Proven ability to work as a highly motivated self-starter without day-to-day management.
• Willingness to travel within assigned region or assigned accounts, as well as internationally as needed.
• Valid driver's license or other valid government-accepted identification.

The Client Solutions Specialist oversees financial center operations, including vault cash limits, supervisory overrides, hold placement, and complex client transactions, while building client relationships that uncover financial needs. Reporting to the financial center management team, the Client Solutions Specialist refers clients to specialist business partners and supports assigned sales goals.

Key Deliverables

• Assist in mitigating operational loss within a financial center, including managing financial center and vault cash limits, granting staff supervisory override for transactions, and ensuring proper hold placement and outage resolution.
• Use equipment accurately and remain knowledgeable of equipment functionality, including ATM, cash dispense and recycler machines, currency counters, and coin sorters, to provide financial services.
• Perform research and problem resolution for client issues as they arise.
• Ensure the completion of staffing and scheduling coordination and duty assignments for efficient operation of the financial center.
• Support the Bank's strong risk management culture through awareness, knowledge and sound decision-making.
• Ensure operational and financial safety and soundness, maintaining awareness of the environment, the situation, and the client, and using lobby management as a tool for managing client interactions and risk.
• Manage existing clients and prospects by meeting with them, both in person and over the phone, to build and maintain strong, lasting relationships, discover financial needs and tailor product solutions to meet the client's overall financial needs.
• Educate clients proactively on alternate delivery methods and channels that make clients' lives easier by providing self-service options to access their accounts 24 hours a day, 7 days a week.
• Refer clients to other business partners to provide clients with experts who can assist them with their specialized financial needs.
• Apply product and procedural knowledge to solve client problems appropriately and efficiently to enhance the client experience.
• Process a variety of routine and complex transactions for financial center clients, including deposits, withdrawals, and loan payment processing.
• Drive proactive sales conversations through a consultative sales process and financial needs assessment, including identifying and independently acting upon sales opportunities to build a strong pipeline of appointments to meet assigned sales goals.
• Use ecosystem partnerships as well as community centers of influence to acquire, expand and retain relationships.
• Assist in the responsibility of managing the lobby by actively engaging, greeting and directing client lobby traffic.

Professional Experience

• High School Diploma or general education degree (GED) is required; Bachelor's degree preferred.
• NMLS registration under the SAFE Act of 2008 is required, with employment contingent upon meeting initial and ongoing registration requirements.
• Prior sales or client service experience required, with prior banking experience highly preferred.
• Minimum 1 year of cash handling experience required.
• Understanding of policies, procedures, and regulatory requirements, with the ability to follow them.
• Ability to form and expand client relationships.
• Ability to learn and navigate multiple banking systems and applications, and use search tools to find information.
• Working knowledge of the Microsoft Office suite, including Word, Excel, and Outlook.
• Excellent communication skills, in person and over the phone, with proven ability to tailor features and benefits of products and services to clients with differing needs.
• Ability to learn products, services, and procedures quickly and accurately.
• Comfort educating others on technology.
• Strong follow-up skills with a professional, thorough, and organized approach.
• Proven ability to perform well in a team environment and collaborate proactively with others to serve clients.