International Client Services Specialist Senior

The International Client Services Specialist Senior is responsible for performing high level client support for the Bank's International Personal & Business Banking area, servicing and enhancing existing International Personal Banking client relationships and develop relationships with new clients, personal and business. In addition to completing regulatory documentation of highly responsible and confidential nature. Must be able to work in a fast paced environment, multi-task, and work under minimal general supervision.

What You'll Do:

• Responsible for client retention and satisfaction by responding to all Deposit and Loan requests and inquiries in a timely and efficient manner.

• Proactively initiates contact with clients as needed to provide superior service.

• Responsible for handling loan servicing requests such as advances, pay-downs, copies of statements and bills, research on billing issues, insurance, escrows, flood insurance, etc.

• Serves as the client’s primary servicing point of contact, maintaining thorough knowledge of the relationship:

  • Issuing and collecting appropriate Deposit account documents and disclosures.

  • Coordinating with Electronic banking, Treasury Management and debit card services to issue, implement and training as necessary.

  • Creates and maintains proper Households.

  • Services the client and assists with a variety of daily inquiries related to their accounts.

• Responsible for ensuring Regulatory Excellence:

  • The first client contact to collect missing signature cards and other applicable signature documents relating to new Deposit accounts.

  • The first client contact to satisfy BSA/RFI requests.

  • The first client contact to satisfy pending Loan Ticklers and late payments not related to a renewal of a loan.

  • Upload all account documentation to the appropriate areas

  • Escalate all unresolved issues related to the above mentioned tasks to the RM.

• Completing Reg E disputes, resolving fraud, check disputes, check processing errors and all other activities related to the Aithent system.

• Responsible for handling and processing all client requests or inquires related to Deposit accounts including but not limited to:

  • CIS maintenance changes. Opens/closes all types of accounts and processes all CIS changes, etc.

  • Correcting CIP errors.

  • Close accounts, complete closing code reason.

  • Address changes.

  • Change of Signer maintenance (including the issuance and collection of all appropriate signature documents and disclosures as applicable).

  • Deposit Research – statements, check copies, balance inquires, etc.

• Responsible for the proper disposition of all exception items from Deposit Operations related to the clients they service.

• Ensures assigned branches/areas of responsibility are fully covered and serviced at all times and provides Best Class client experience.

• Ensures compliance with the Bank’s operational and security policies and procedures.

• Provides written responses to BSA compliance inquiries regarding client background and account activity in relation to anticipated and/or unusual account activity

• Processes stop payments and internal transfers requests. (within authorized limits).

• Creates both domestic and foreign wire transfers, (within authorized limits).

• Independently corresponds with clients about important matters.

• Organizes and maintains confidential files on all clients.

• Maintains strong product and system knowledge.

• Cross sells bank products as needed and refers to other departments of the Bank for Lending and Treasury Management.

• Effectively communicates with other departments within the Bank, fully understanding the importance of teamwork and communication.

• Contacts account officer and clients as needed.

• Prepares special reports. Independently analyzes, determines trends, presents to management and makes recommendations.

• Participates in client meetings with and account officer, as needed.

• 5-7 years of teller experience or client service experience, preferably in the financial service industry.

• Prior knowledge of the procedures and policies related to the function of a bank teller and a working knowledge of the on-line computer system or teller terminal is necessary. Strong sales experience background.

• Must have…