Client Implementation Specialist

At FNBO, our employees are the heart of our story?and we're committed to their success.

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company.

It is anticipated that an incumbent in this role will work onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs.

The Client Implementation Specialist for Commercial Payments is a pivotal role responsible for partnering with our internal Payments partners to coordinate post sale implementation of our commercial payment products. This individual will ensure the client's requirements are being met while working efficiently and effectively to expedite the time to market for our client.

This role will lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the front end of innovation. In addition, this individual will be responsible for consulting with and supporting the client while training them on FNBO's online tools to ensure the clients' success.

The Client Implementation Specialist enhances and optimizes the way products are delivered to our customers. As a key member of the team, this individual creates solutions and efficiencies that enable successful implementations in an expedient and organized way.

About This Role:
? Client Onboarding and Implementation
? Serve as the primary point of contact for client's post-sale, guiding them through the onboarding and implementation process for commercial products.
? Coordinate with internal teams, including but not limited to Legal, Credit, Operations, and Customer Support, to ensure timely and seamless client onboarding and setup.
? Manage the collection and review of necessary documentation, contracts, and agreements to facilitate the client onboarding process.
? Anticipate customer implementation needs and operational expectations.
? Client Communication and Support
? Maintain open and proactive communication with clients throughout the onboarding and implementation process, addressing any questions, concerns, or issues in a timely and professional manner.
? Serve as a liaison between clients and internal teams, facilitating communication and collaboration to resolve any challenges or obstacles to successful client onboarding.
? Provide proactive problem solving and critical thinking with regards to client issues.
? Maintain clear, consistent, and concise internal communication across multiple teams.
? Training and Education
? Coordinate training sessions for clients on commercial products, ensuring they have the knowledge and skills needed to effectively utilize the products post-implementation.
? Collaborate with Client Training the appropriate internal resources to develop training materials, guides, and resources to support client education and adoption of commercial products.
? Process Improvement and Optimization
? Continuously assess and evaluate sales processes and procedures for commercial products post-sale, identifying opportunities for improvement and optimization.
? Communicate potential process enhancements and best practices to streamline workflows, reduce friction, and enhance the overall client experience to leadership for consideration.
? Collaborate with other teams to conduct surveys and gather client feedback.
? Ensure clients have the necessary tools and knowledge to continue a successful program.
? Risk Management and Compliance
? Identify and mitigate potential risks or issues that may impact client satisfaction or business outcomes.
? Ensure compliance with Bank's risk, controls, compliance policies, procedures, and regulatory requirements as well as contractual obligations in all client interactions and transactions.
? Professional Development
? Stay abreast of industry trends, market developments, and best practices in sales.
? Seek opportunities for professional development and skills enhancement to continuously improve performance and effectiveness in the role.
? Other duties as assigned by leadership.

The Ideal Candidate for This Role: Qualifications: ? Bachelor's Degree preferred (Finance, or related field). ? Minimum 3+ years relevant experience in sales support, client onboarding, or project management roles, preferably within the financial services or commercial banking industry. ? Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively. ? Excellent communication, interpersonal, and customer service skills. ? Ability to work independently and collaboratively in a fast-paced, dynamic environment. ? Knowledge of commercial products, financial services, or related industries is a plus.

Additional Requirements: ? Ability to work independently and collaboratively in a fast-paced, dynamic environment. ? Strong problem-solving skills and ability to navigate complex client and internal stakeholder relationships. ? Strong project management skills, with the ability to manage multiple projects and deadlines simultaneously. ? Flexibility to adapt to changing priorities and business needs. ? Commitment to delivering high-quality service and support to clients and internal stakeholders. ? Willingness to travel for client meetings or team events. ? Experience managing processes involving multiple stakeholders. ? Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and CRM software.

Desired:
? Treasury, Global Banking, Merchant and FinTech experience
? Knowledge of applicable credit card Networks rules and regulations.
? Experience working with Salesforce.

Equity, Diversity, & Inclusion:
FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

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