The Private Client Services Associate provides superior service levels to their assigned portfolio of high-net-worth customers to strengthen customer loyalty and increase retention.
Responsibilities:
Provide day-to-day personalized customer service under quality standards defined by the Bank for this client segment
Ensure transactions are processed within service levels by all units of the Bank and escalate issues related to products and transaction processing following through their resolution
Address and solve client concerns, claims and queries, ensuring that the process of customer claim resolution is administered within the established parameters of quality and efficiency
Meet KYC/KYAAML and other regulatory compliance standards and ensure documentation is up to date and complete
Contact and follow up with customers on current transactions, documentation, maintenances and open claims related to all products and services available to them
Process account maintenance requests
Report and handle Fraud cases with customers and Fraud Prevention Unit
Prepare and process loan documentation and packages with the respective units
Monitor daily overdrafts, loan maturities, exceptions and past dues
Review of significant balance change for AML/BSA purposes
Respond to audits of assigned customer portfolio by internal, external and compliance auditors
Review various anti-money laundering activity reports created by the Compliance Department to detect unusual activity in customers’ accounts, investigate such activity and obtain from customer the explanation and documentary validation as needed
Keep abreast of latest banking industry trends related to products, services and regulatory environment
Complete training as assigned
Work Experience:
3+ years in a financial institution executing an equivalent role
Education and/or Certifications Requirements:
Associate's degree in business, Finance or related field
Technical and/or Other Essential Knowledge:
Knowledge of standard banking products and services Proven ability to satisfy customer needs with enthusiasm Ability to work with team members at all levels of the organization Proficient using banking applications, Microsoft Outlook, MS Word, Excel, and PowerPoint Bilingual English-Spanish preferred
Functional Skills & Knowledge Requirements:
Must be a team player, have the ability to work under pressure, conduct business in a professional manner, resolve problems and conflicts and prioritize work; effectively managing time. Effective communications skills verbally and in writing are required