Treasury Solutions Client Advocate I

JOB SUMMARY

The Client Advocate I is responsible for servicing incoming inquiries for Treasury Solutions' clients. The Client Advocate I position takes incoming calls, responds to emails, chats, and other channels of communication to resolve issues or reply to inquiries for Treasury Solutions' clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Represents Treasury Solutions appropriately including being prompt and accurate with all responses and following up when necessary with the correct responses.
• Furnishes prompt, efficient, and accurate service while servicing customer inquiries.
• Takes full ownership of any unresolved problems, until a proper handoff or resolution occurs.
• Escalates to Level II and Level III as appropriate, communicating within the Treasury Solutions' Division.
• Ensures that Treasury Solutions' clients receive an exceptional level of service creating the ultimate client experience.
• Works, when necessary, with other divisions within BankUnited for any calls misdirected to the Treasury Solutions' support line.
• Assists with clerical and other department tasks as needed.
• Reviews customer emails, chats, and other form of client communication, while writing timely and professional responses to their questions or routes them to the appropriate division as needed.
• Display empathy with the clients by actively listening to their concerns, reflecting back their emotions, and summarizing their main points.
• 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.

QUALIFICATIONS

Education

• HS Diploma required.
• Bachelor's Degree preferred.

Experience

• < 1 year of call center experience including at least 2 years of Commercial products experience preferred.
• < 1 year Treasury Solutions / Treasury Management / Cash Management products experience preferred.

Knowledge, Skills, and Abilities

• Knowledge of Treasury Management / Solutions' core products is a requirement.
• Bilingual candidates preferred but not required.

Additional Information

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

Additional Details : From: Lisa Shim Sent: Tuesday, June 30, 2026 2:30 PM To: Jaclyn Coffin Cc: Beth Hosen Subject: RE: Request for Approval - Client Advocate Hiring Exception Jackie, I'm good with moving forward with this. Out of curiosity, have we ever thought of going near shore/offshore on some of these resources? Lisa From: Jaclyn Coffin Sent: Tuesday, June 30, 2026 1:57 PM To: Lisa Shim Cc: Beth Hosen Subject: Request for Approval - Client Advocate Hiring Exception Lisa, We currently have three Client Advocate positions to fill, with Enterprise quickly approaching, and identifying the right talent has proven more challenging than anticipated. During our search, we came across Dee Strong, a former BankUnited Client Care Center employee. Dee left the organization to focus on her family and is now interested in returning. Given her prior experience and familiarity with our organization, we believe she would be a strong addition to support our Treasury clients. Her resume is attached for your review. Tashi Dee Strong resume (1).pdf While we are prioritizing in-person hires, Dee is based in Georgia and would be a fully remote employee. Given the limited availability of strong candidates, I'd like to request approval to fill one of the three open roles with Dee as a remote hire, with the commitment that the remaining two positions will be filled in-person in Miami. Dee brings a level of empathy, professionalism, and maturity that aligns closely with what we've been seeking, and she stands out as the strongest candidate identified to date. I appreciate your consideration and am seeking your approval for this exception. Thank you, Jackie