Temporary Client Service Specialist

Banco de Credito e Inversiones•Miami, FL

15h

About The Position

The Temporary Client Service Specialist is responsible for various administrative, BSA and customer support tasks for International Wholesale Banking and Preferred Banking segments. The Temporary Client Service Specialist provides direct customer service to bank customers handling their accounts servicing, provides customers with information on bank products, and handles their bank-related inquiries or requests. Also provides high quality customer service with full development and maintenance of the client relationship.

Requirements

Ability to operate IBM compatible personal computers and terminals
Fluency with Microsoft Word, Microsoft Excel, Microsoft PowerPoint at a basic level
Experience with other banking applications
Experience with Salesforce
Experience with Online banking customer service platform
Minimum of a bachelor’s degree in business administration, Finance, Accounting, or work experience in lieu of bachelor’s degree
Demonstrated quantitative and qualitative skills
Ability to understand, speak, read, and write English and Spanish
Minimum three years of relevant experience in the financial industry

Nice To Haves

Preference for experience in handling client servicing activities

Responsibilities

Interacting with clients, sending Fed or Swifts confirmations, informing of returned wire transfers and all matters related to wire investigations.
Contact customers to request supporting documentation for incoming and outgoing wires as required by the BSA Unit and also requests received from other Banks. Review-mentioned documentation to ensure that it completely covers all points being addressed and that the inquiry is answered in a timely manner. Ensure that these wires are processed in a timely manner and always keep the customer informed.
Respond customer’s compliance inquiries related to wire transfers.
Managing and monitoring of W8s Annual Plans for Corporate Banking and Preferred Banking. This requires coordination with Documentation Department, monitoring of pending cases, customer contact to clear discrepancies and obtain correct forms and submit weekly status reports to management. Review W8s Dashboard in Salesforce for accuracy and monitor backlog emails from Documentation Department.
Handling of Returned Mail that has been escalated by Administration Department. Review cases, contact customers to verify addresses, process maintenances as required and coordinate pending cases with Administration.
Handle requests for W8’s received from the Documentation Department. Contact customer to obtain updated form, review forms for accuracy and coordinate their processing.
Inactive and Dormant Accounts for Corporate Banking and back up for this process for Preferred Segment: Review daily reports of accounts that will fall in inactive or dormant status, email customers and coordinate with Documentation to avoid that the account falls in Inactivity or dormant status. Monitor pending cases and follow up with customers.
Processing time deposits for Preferred Segment as back up for new deals, modifications, cancellations. Take care of inquiries from officers and specialist regarding time deposit processing. Quality review to make sure that time deposits were processed in a timely manner and correctly.
Responsible for monitoring all emails received at Customer Service ([email protected]) and Info ([email protected]).
Responsible for inbound calls regarding client inquiries relative to their account and/or products and services.
Assisting customers with various requests including (cashier's checks, copies of statements, checkbook requests, balance confirmations, banking reference letters, etc.) as required.
Perform follow-up as needed (especially on time sensitive issues) assuring we meet set SLA goals.
Supporting requests for information from other areas of the bank (including Operations and Compliance), filing of customer documentation, translation of customer documentation.
Promote the migration of clients doing manual wires to automated channels.
Escalate issue to the appropriate parties, when needed
Develop and maintain a high degree of understanding regarding bank policies and procedures, as well as all legal and regulatory requirements for the US and Chile markets, particularly with regard to the clients’ product suite.
Assisting in a variety of special projects as required (e.g., Online banking implementation, Salesforce, surveys, paperless registration, etc.).
Provide recommendations for process and product improvement.
Must have regular and predictable attendance and work the hours and/or shifts assigned, particularly during regular business hours, to communicate with colleagues, supervisors, and customers with whom interaction is required to accomplish and complete work assignments and meet company goals within established deadlines.
Review and update procedures
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Experience with the use of spreadsheets, basic financial modeling, etc.
Responsible for completing annual training program assigned.
Must receive and provide clear, constructive feedback in a cooperative and professional manner.
Be accurate. Individuals must be comfortable with detail and must be able to work under the pressure of deadlines. Apart from being able to proactively seek solutions to complex problems, the person must be able to quickly learn, comprehend and communicate these concepts.
Ability to understand, speak (fluently), read, and write English and Spanish
Ability to write routine reports and correspondence
Effectively speaking before groups of customers or employees
Assume evolving duties and responsibilities of position
Work all hours required to fulfill job duties and responsibilities
Provide coverage for other positions as required
Maintain accurate status updates, and audit trail of all work
Comply with all state and federal regulatory and legal requirements, including the Bank Secrecy Act, the Federal Election Campaign Act of 1979, the Foreign Corrupt Practices Act, and the Bank Bribery Amendments Act.
Comply with the Bic’s Personnel Manual and Code of Ethics and other policies of Bci.