Member Client Service Manager, Assoc. Dir.
Full Time
San Francisco, CA 94104
Posted
Job description
Job Description:
The Member Client Service Manager at FHLBank San Francisco (“Bank”) will be responsible for making our members’ journey in their application and onboarding process, and overall member experience, as exceptional and seamless as possible. The Bank’s mission is to provide our members, comprised of banks, credit unions, insurance companies, and community development financial institutions (CDFIs), with low-cost liquidity, essential financial services and expertise, and resources for affording housing and economic development. Join us to help the Bank make its best first impression with financial institutions within our district of Arizona, California, and Nevada seeking to join our cooperative, help gain them access to our products and services, and develop a customer success infrastructure to support the Bank and members in making our communities more vibrant, equitable, and resilient.
The responsibilities include a mix of membership application/onboarding and customer service/success. This is a unique opportunity that will require you to become an in-house expert of the Federal Housing Finance Agency’s and the FHLBank’s membership eligibility requirements and corresponding regulations, the onboarding process to set up member financial institutions’ ability to access the Bank’s products, online services, and community programs, and develop a deep understanding of the Bank’s business workflow and operations. As part of the Member Financial Services team, you will be counted on to provide a best-in-class customer service from the very beginning of a member’s journey and be an advocate for them within our organization.
Primary Responsibilities:
Membership Application/Onboarding
- Be the primary point of contact for eligible financial institutions seeking membership to FHLBank San Francisco.
- Work with the Sales team to identify prospective members and educate them on the value of membership.
- Be the primary point of contact during the membership application and onboarding process, assisting prospects in ensuring a complete application is submitted, and collaborate with the Credit team in determining eligibility.
- Develop a deep understanding of all aspects of FHLBank member eligibility/regulations, application requirements, including all required documents and exhibits.
- Determine membership eligibility of financial institutions by reviewing their financials, performance, principal place of business, and other statutory and regulatory requirements.
- Stay current with Code of Financial Regulations and be able to interpret them to determine eligibility for banks, credit unions, insurance companies, and CDFIs with varying credit ratings.
- Guide the prospective member through the application process, including providing access to the secure application portal, support in executing and gathering all application documents, agreements, and exhibits, checking for completeness, and following up on missing information and additional information as requested by the Bank’s Credit team.
- Prepare a written Application Digest report for credit and risk review.
- Provide information to the prospective member in order to guide them in meeting eligibility requirements, including but not limited to rebuttals.
- Follow up with the prospective member on status and maintain communication throughout the application process.
- Will be proficiently knowledgeable about the credit-worthiness to support any challenges or questions.
- On-board the member once application is approved by ensuring capital stock purchase is done on time, access to the Member Portal is provided, contact information is set up in Salesforce, and support all other aspects of the onboarding process.
- Organize all application and onboarding records and represent Member Financial Services and the Bank in audits and regulatory examinations.
Customer Service and Success
- Maintain a new issue resolution process to manage member issues and nonstandard inquiries.
- Develop reporting and identify key trends.
- Collaborate effectively with relationship managers and other internal business partners to address and/or remediate member inquiries and requests.
- Develop a strong understanding of the Bank’s products, services, and operational processes in order to collaborate with other teams such as Sales, Operations, Collateral Management, Credit, Enterprise Risk Management, and Community Investment to provide our members with exceptional customer service and experience.
- Participate in member calls with Credit Management and Sales teams.
- Articulate member issues and requests to aforementioned teams, plus Technology Solutions and Services team to help research and follow-up upon issue resolution as well as new features, processes, services, etc.
- Alert management of any deterioration of credit or customer actions that would expose the FHLBank to undue risk.
- Ensure issues are resolved timely and all ensure all relevant parties are informed.
Skills/Knowledge:
Bachelor’s degree, preferably in Finance, Economics, or a business-related field, or equivalent experience in the financial services industry.
Knowledge of GAAP and statutory accounting standards and familiarity with the regulatory environment for insured depositories, insurance companies and CDFIs
Minimum 7 years of financial services industry experience with emphasis on financial product knowledge/client service/operations.
Experience working for or with financial institutions such as banks, credit unions, insurance companies and/or CDFIs.
Experience analyzing financial data, using excellent judgment, reviewing call reports/financial statements, and deciphering subjective information to make firm underwriting decisions.
Experience in maintaining critical records and working with auditors/regulators.
Knowledge of the FHLBank System preferred.
Motivated to provide extraordinary client service and be the face of the Bank in the early stages of our prospective members’ experience with us.
Exceptional written and verbal communication skills and ability to collaborate with key stakeholders across the organization and strong skills in interactions with senior executives of financial institutions.
Exceptional interpersonal, problem resolution, and work prioritization skills.
Excellent organizational and project planning and execution skills, with ability to juggle multiple tasks and ability to work in a highly regulated, deadline-driven environment.
Demonstrated success in process improvement and implementing/following controls.
Proven ability to work autonomously while also effectively collaborating in a matrixed team environment.
Intermediate skill level in Microsoft Office suite of products, including but not limited to Word, Excel, and PowerPoint. Knowledge of S&P Capital IQ is a plus.
SALARY RANGE: $140k - $160k
The Federal Home Loan Bank of San Francisco is an Equal Employment Opportunity employer and is committed to a diverse workforce. We value and actively seek to recruit, develop, and retain individuals with varied backgrounds and experiences reflecting the full diversity of the communities that we serve. It is the policy of the Bank to comply with all applicable laws concerning the employment of persons with disabilities.
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