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About the Role

The Client Experience Senior Associate, Vice President is responsible for end-to-end servicing and lifecycle management of complex commercial banking relationships, delivering white-glove support to Treasury Management Sales and Relationship Management teams. This role acts as the operational and subject matter expert for assigned client relationships, executing service strategies, resolving complex client issues, and ensuring seamless delivery of banking services.

Responsibilities

Serve as the primary point of contact for clients for a designated portfolio of complex commercial clients.
Manage end-to-end service needs across treasury and deposit products.
Oversee complex onboarding, documentation validation, and account structures.
Provide consultative service aligned with client-specific operating models and industry nuances.
Deliver white-glove concierge service aligned to client segment and industry specialization.
Anticipate service needs and proactively recommend enhancements to improve the client experience.
Ensure service interactions reinforce relationship value and long-term client satisfaction.
Serve as a trusted servicing partner to Relationship Managers and Treasury Management Sales Officers.
Support sales initiatives by aligning servicing requirements, documentation expectations, and onboarding considerations with deal timelines to facilitate successful execution of Treasury Management sales objectives.
Provide servicing insights to Sales Officers that may influence portfolio strategy, retention planning, or cross‑sell opportunities.
Participate in client meetings, service reviews, onboarding strategy sessions in an advisory and support capacity.
Support Relationship Managers in executing client engagement strategies and call preparation.
Work closely with Relationship Managers and Treasury Management Sales Officers to ensure that client onboarding proceeds smoothly, quickly, and in alignment with sales commitments.
Independently research, resolve, and manage complex service issues with minimal oversight.
Serve as a senior escalation resource for Client Experience Associates on complex or sensitive client matters.
Coordinate cross-functionally with Operations, Product, Compliance, Technology, Legal, and Risk partners to drive resolution.
Exercise sound judgment to balance client advocacy with risk, policy, and regulatory requirements.
Escalate material client-impacting risks appropriately to FVP/SVP leadership.
Ensure compliance with all regulatory and internal policies including BSA/AML, OFAC, KYC and CIP requirements, UCC, Regulation CC, and Regulation E.
Maintain accurate and complete client documentation and account of records and retention schedules.
Maintain strict confidentiality of client and bank information.
Identify, mitigate, and escalate servicing related risk exposures including overdrafts, fraud indicators, and unusual activity.
Ensure documentation accuracy, audit readiness, and data integrity across assigned portfolio.
Use judgment to balance risk considerations with the need to deliver strong service outcomes.
Serve as a subject matter expert for servicing workflows, treasury products, and client lifecycle processes.
Contribute to process improvement, standardization, and service model enhancements.
Assist with the development of job aids, servicing playbooks, and best practice guidance.
Support transformation initiatives and special projects as assigned.
Provide informal coaching and knowledge sharing to Client Experience Associates.
Support onboarding and training of new team members without formal performance management responsibility.
Act as a role model for service excellence, professionalism, and risk discipline.
Provide coverage and support across the servicing team as needed.
Furthers a culture of risk and compliance discipline, including maintaining data integrity and confidentiality across client files and transactions.
Demonstrates commitment to implementing and following policies that support the Bank’s Risk Vision.
Escalates risk concerns in a timely and structured manner.
Demonstrates adherence to the Bank’s Risk Vision and compliance culture.
Completes all required compliance and regulatory training.
Assists with special projects and department initiatives.
Supports audit and examination readiness activities.
Performs special projects and transformation initiatives as assigned.
Maintains knowledge of evolving regulatory requirements and internal policy updates.

Requirements

Bachelor’s degree in Finance, Business, Economics, or related field (or equivalent experience)
Minimum 6 years of progressive experience in commercial banking, treasury management, or client servicing
Demonstrated expertise supporting treasury management products including ACH, wires, liquidity management, payables/receivables, and digital connectivity solutions.
Strong understanding of commercial banking regulatory and compliance frameworks
Strong knowledge of banking operations, deposit products, and treasury services
Experience working with commercial or corporate clients preferred.
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Proven ability to manage high-volume service environments while maintaining quality and risk standards.
Experience supporting industry vertical specialization (Specialized Industries, CRE, Corporate/Commercial Banking, Private Banking).
Experience supporting treasury management products and services.
Experience in Commercial, Corporate, or Private Banking environments
Experience in large or super-regional financial institutions.
Experience leading service model transformation initiatives.
Certified Treasury Professional designation (CTP) as awarded by the Association for Financial Professionals is desired and can be obtained through employment.
Up to 10–20% travel as needed to support clients, partners, or internal initiatives.
The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.

Skills

Strong client relationship and service ownership mindset
Advanced treasury management and banking knowledge
Independent judgment and escalation management
High attention to detail and operational accuracy
Risk awareness and compliance discipline.
Executive-level verbal and written communication skills.
Demonstrated analytical skills with the ability to think both creatively and strategically when devising a client solution.
Cross-functional collaboration and influence
Ability to manage multiple priorities in a fast-paced environment
Strong understanding of commercial banking risk and regulatory environment
Informal coaching and knowledge sharing capability
Microsoft Office proficiency (Word, Excel, PowerPoint)

Location

New York, NY 10018

Work Type

Onsite

Experience Level

Senior
Vice President
6 years of progressive experience

Education Level

Bachelor’s degree in Finance, Business, Economics, or related field (or equivalent experience)

Salary/Compensations

$80,124.75 - $136,603.00

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Comprehensive leave program

About the Company

Flagstar is committed to providing clear and accurate compensation information in accordance with applicable laws.
Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law.
Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment.

Equal Opportunity

Flagstar is an Equal Opportunity Employer