Commercial Card Client Experience Officer I

Commercial Card Client Experience Officer I

Hybrid opportunity in Miami Lakes, FL.

The Commercial Card Client Experience Officer I provides essential, entry level support to the Commercial Card team with a primary focus on customer service fulfillment. This role responds to requests initiated by clients, Relationship Managers, and Account Managers and completes assigned tasks that contribute directly to a seamless client experience. This is not a sales role. Performance is measured in the ability to address client issues and drive client satisfaction, not in business development or growth. While this position does not own client relationships, it plays a critical role in supporting them by managing service inquiries, executing routine maintenance tasks, responsiveness and timely follow up. The Client Experience Officer I serves as a first line resource for clients and any issues they encounter, guiding users through basic system navigation, resolving standard servicing questions, and reinforcing BankUnited's self-service model through education and resource sharing. This position independently manages a queue of service tickets, determines appropriate action steps, and exercises judgment and discretion when addressing matters of significance within defined authority levels. Complex or sensitive issues are escalated appropriately to Account Managers or senior team members. Client Experience Officer, I should also be monitoring recurring issues that may need to be addressed and escalate to management and product management. When Client Experience Officer I, while supporting clients, uncovers growth opportunities, they should communicate the opportunity to the Account Management team. This role is well suited for individuals who are detail oriented and highly organized, with a strong commitment to delivering excellent service. The Client Experience Officer I supports the broader Commercial Card team by preparing information, resolving routine inquiries, and efficiently completing day to day servicing activities that help ensure a high-quality client experience and give the front office confidence that the needs of their clients are being addressed.

Essential Duties and Responsibilities include the following. Other duties and special projects may be assigned.

• Serves as the first point of contact for routine client service requests and basic inquiries, providing accurate information and guidance.
• Assists clients with simple system navigation and reinforce the self-service model by directing them to available tools and resources.
• Performs standard Commercial Card maintenance tasks (e.g., cardholder updates, profile changes, cancellations) and process service tickets within established timelines.
• Use judgment and discretion to resolve routine issues within authority levels and escalate more complex matters appropriately.
• Conducts preliminary research and prepares information to support Account Managers with follow-up and client needs.
• Maintains accurate documentation of client interactions, system actions, and completed tasks while adhering to internal controls and regulatory requirements.
• Collaborate with internal teams (Operations, Implementation, Account Managers) to ensure timely resolution of requests, consistent client experience, and issue resolution.
• Provides clients with step-by-step instructions and educational resources to promote platform understanding and reduce repeat inquiries.
• Assists with general departmental tasks, reporting, or administrative duties as needed to support overall team efficiency.
• Works closely with Implementation and Operations to learn their job functions and provide back up.
• Identifies re-occurring client issues and trends and bring to senior management for investigation and resolution.
• Up to 10% of travel.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

Education

Bachelor's Degree or equivalent experience preferred.

Experience

• 0 - 2 years in client support or financial services.
• Experience with Commercial Card programs, web based administrative tools, or payment platforms.

Knowledge, Skills and Abilities

• Strong communication and problem-solving skills.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to build relationships across clients and internal partners.
• Familiarity with operational processes, risk controls, or financial services.
• Ability to work on and resolve multiple high-priority issues at the same time.
• Bilingual (English/Spanish) required.

Additional Information

• Candidates residing in locations within BankUnited's footprint may be given preference.