Position Title
Client Onboarding Manager Sr

Location
Work From Home RI, RI 02860

Job Summary
The Client Onboarding Manager Sr is responsible for leading and managing the teams that serve as the first point of service contact for prospects and new clients across Private Banking, Business Banking, Corporate Banking, and Commercial Banking segments. This role owns the end-to-end onboarding documentation gathering, data entry, and deposit account opening process, ensuring a seamless, frictionless, and white-glove experience that exceeds prospect and client expectations from the very first interaction with Flagstar Bank.
The Client Onboarding Manager oversees three critical onboarding workstreams:
(1) Deposit Account Opening Documentation Collection - Including the collection and validation of all Bank Applications, government-issued identification, tax documentation (W-9, W-8BEN, EIN verification), Signature Cards, Powers of Attorney (POA), Investment Profiles, Source of Wealth documentation, and all other standard required documents.
(2) Deposit Account Data Entry & Account Creation - This team is directly responsible for the data entry and opening of all Deposit Accounts within the Bank's core banking and ancillary systems. This includes the accurate input of all client information, entity structures, account titling, signatory details, and account configurations. Account creation responsibility is limited to Deposit Accounts only and does not extend to Treasury Management product setup or implementation.
(3) Treasury Management Documentation & Activity Profiling - Including the collection of Treasury Product applications and the gathering of prospective client activity information such as estimated wire transfer and ACH transaction volumes, anticipated daily balances, account activity projections, and all ancillary documentation required to support treasury service activation. Treasury product implementation and setup is managed by the Implementation team; this team's responsibility is limited to documentation collection and activity profiling.
This is an incredibly important role as it represents the prospect's and client's first service interaction with Flagstar Bank. The Client Onboarding Manager must ensure that every touchpoint is seamless, without friction, easy to navigate, and consistently exceeds expectations. This leader is accountable for team performance, process efficiency, documentation accuracy, data entry quality, account opening timeliness, regulatory compliance, client satisfaction, and onboarding cycle time across all commercial client segments.

Job Responsibilities:

Onboarding Operations Leadership, Account Opening & Client Experience Ownership

• Lead, manage, and continuously improve the end-to-end client onboarding process across all commercial and private banking segments, encompassing documentation collection, data entry, deposit account opening, and treasury documentation gathering.
• Ensure all Deposit Account Opening documentation is collected accurately, completely, and in a timely manner, including Bank Applications, government-issued IDs, tax documents (W-9, W-8BEN, EIN verification), Signature Cards, Powers of Attorney (POA), Investment Profiles, and Source of Wealth documentation.
• Oversee the data entry and creation of all Deposit Accounts within the Bank's core banking and ancillary systems, ensuring accuracy of client information, entity structures, account titling, signatory details, tax identification, and account configurations.
• Ensure deposit account opening is completed accurately, efficiently, and within established SLAs, with zero-defect standards for data entry quality and regulatory compliance.
• Establish and enforce quality control checkpoints for all data entry and account creation activities, including dual-verification processes and post-opening audits.
• Ensure all Treasury Management documentation is gathered efficiently, including Treasury Product applications, activity questionnaires, and all required ancillary forms.
• Gather and validate prospective client activity information including estimated wire transfer volumes, ACH transaction counts, anticipated daily balances, and general account activity projections to support treasury product implementation.
• Design and enforce standardized onboarding checklists, workflows, and quality control checkpoints to ensure zero-defect documentation delivery and account opening accuracy.
• Serve as the primary escalation point for complex, high-value, or time-sensitive onboarding engagements and account opening issues.
• Ensure the onboarding experience is seamless, frictionless, easy for the prospect/client, and consistently exceeds expectations.

Team Leadership & Talent Development

• Recruit, lead, coach, and develop Onboarding Specialists and Onboarding Associates across three functional areas: Deposit Account Documentation, Deposit Account Data Entry & Opening, and Treasury Management Documentation.
• Establish clear performance scorecards, individual development plans, career pathing, and succession planning for all team members.
• Drive a culture of accountability, urgency, accuracy, proactive communication, and client advocacy.
• Ensure team members maintain deep expertise in core banking system data entry, deposit account opening procedures, documentation requirements, regulatory standards, and client experience best practices.
• Conduct regular performance reviews, provide ongoing feedback, and implement training programs covering system proficiency, documentation standards, and regulatory compliance.
• Foster a collaborative, service-first mindset that recognizes the critical importance of the first client interaction with Flagstar.

Client Lifecycle Support & Cross-Segment Coordination

• Manage onboarding and account opening workflows for clients across Private Banking, Business Banking, Corporate Banking, and Commercial Banking, ensuring segment-specific requirements are met.
• Partner closely with Relationship Managers, Treasury Management Sales Officers, Client Experience Officers, and Implementation teams to ensure smooth handoffs and coordinated client communication.
• Ensure that all deposit accounts are opened and fully operational while handoff to downstream servicing and treasury implementation teams.
• Support the broader client lifecycle by ensuring onboarding data, documentation, and account records are complete, accurate, and readily accessible for downstream servicing and implementation teams.
• Proactively communicate onboarding status, account opening milestones, and any required actions to clients and internal stakeholders to maintain transparency and momentum.

Risk, Compliance & Documentation Governance

• Ensure strict adherence to all regulatory, BSA/AML, KYC, CIP, and internal risk and compliance standards throughout the onboarding documentation and account opening process.
• Maintain documentation quality, data entry accuracy, account opening integrity, and audit readiness at all times.
• Ensure all deposit account openings comply with CIP verification, OFAC screening, beneficial ownership requirements, and all applicable banking regulations.
• Identify documentation, data entry, and process-related risk trends and implement mitigation strategies.
• Partner with Compliance, Legal, Risk, and Operations leadership to ensure control integrity without compromising the client experience or onboarding speed.
• Ensure all Source of Wealth, POA, Investment Profile, and tax documentation meets current regulatory and internal policy requirements.

Process Improvement, Automation & Innovation

• Lead initiatives to streamline, automate, and digitize onboarding documentation collection, data entry, and deposit account opening processes.
• Drive enhancements that reduce onboarding cycle time, minimize data entry errors, eliminate redundant touchpoints, and improve the client and internal partner experience.
• Identify opportunities to leverage technology, digital document collection platforms, e-signature solutions, core banking system integrations, and AI-enabled tools to modernize the onboarding and account opening experience.
• Pursue straight-through processing opportunities that reduce manual data entry and accelerate account activation.
• Benchmark onboarding and account opening best practices against top financial institutions and implement industry-leading standards.

Performance Analytics & Reporting

• Establish dashboards and reporting tied to onboarding cycle time, account opening turnaround time, data entry accuracy rates, documentation completeness, client satisfaction scores, SLA adherence, and team productivity metrics.
• Analyze onboarding and account opening data trends to drive continuous improvement and identify bottlenecks.
• Present regular performance updates to senior leadership, including quarterly business reviews.

Cross-Functional Partnership & Executive Collaboration

• Partner with Treasury Sales, Product, Operations, Technology, Compliance, and Private Bank & Commercial Banking leadership to align onboarding and account opening processes with broader business objectives.
• Represent the Client Onboarding function in governance committees, project teams, and executive forums as needed.
• Support strategic growth initiatives by ensuring onboarding and account opening capacity and capability scale with business demand.

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. Accountable to maintain compliance with applicable federal, state and local laws and regulations.
• Champions the Bank's Risk Vision and operational integrity standards.
• Maintains strict confidentiality of client and bank information.
• Demonstrates leadership aligned with the Bank's culture and values.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.
• Minimum 10+ years of progressive experience within the Private Bank and/or Commercial banking operations.
• Minimum 8+ years of people leadership experience managing banking operations teams.
• Demonstrated experience managing processes for commercial, corporate, and/or private banking clients.
• Hands-on experience with core banking systems and deposit account opening platforms, including data entry, account configuration, and system workflows.
• Strong knowledge of deposit account opening requirements, including KYC/CIP documentation, Signature Cards, POA, tax documentation, Source of Wealth, Investment Profiles, CIP verification, OFAC screening, and beneficial ownership.
• Strong knowledge of treasury management products and documentation requirements (ACH, wires, cash management, integrated payables/receivables, API connectivity, SFTP).
• Deep understanding of BSA/AML, KYC, CIP, and commercial banking regulatory and compliance requirements.
• Proven ability to manage high-volume onboarding and account opening pipelines with demanding service level expectations.
• Exceptional client communication skills with the ability to create a seamless, frictionless onboarding experience.

Preferred Qualifications:

• Experience supporting onboarding and account opening across multiple client segments including Private Banking, Business Banking, Corporate Banking, and Commercial Real Estate.
• Experience in large or super-regional financial institutions.
• Experience leading onboarding transformation, account opening digitization, or straight-through processing initiatives.
• Certified Treasury Professional (CTP) designation as awarded by the Association for Financial Professionals is desired and can be obtained through employment.
• Experience with digital onboarding platforms, e-signature solutions, core banking system integrations, and workflow automation tools.
• Familiarity with FIS, Fiserv, or similar core banking platforms.

Job Competencies

• Demonstrates continued growth of knowledge on understanding of client onboarding, deposit account opening procedures, core banking systems, and treasury management products and services.
• General understanding of both business and banking regulations such as BSA/AML, KYC, CIP, UCC, Reg CC, Reg E, and regulatory guidance/oversight.
• Professional verbal and written communication skills with the ability to guide prospects and clients through complex documentation requirements with clarity and confidence.
• Demonstrated analytical skills with the ability to think both creatively and strategically when devising onboarding solutions and process improvements.
• Possesses strong aptitude for time management, organization, and the ability to manage multiple onboarding engagements and account opening pipelines simultaneously.
• Client-centric leadership mindset with an unwavering focus on delivering a seamless, frictionless first impression.
• Strong attention to detail, data entry accuracy, and documentation quality.
• Core banking system proficiency and deposit operations expertise.
• Risk awareness and governance discipline.
• Ability to influence across cross-functional teams and senior leadership.
• Advanced analytical and performance management capability.
• Change management and process transformation leadership.
• Talent development and coaching expertise.
• Operational excellence orientation with a bias toward automation, straight-through processing, and continuous improvement.
• High emotional intelligence and stakeholder management skills.
• Ability to prepare, distribute direct client materials; Microsoft Tool proficiency - PowerPoint, Word, and Excel.
• Ability to mobilize internal networks and resources to resolve onboarding challenges, account opening issues, or develop solutions.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship bu