Client Services Specialist

Client Services Specialist

Bci provides financial services to individuals and corporations. We focus on being a global leader in innovations and personalized client experience and, with more than 10,500 employees, Bci is recognized as one of the best companies in which to work and develop a career. It is the third largest privately owned bank in Chile and it has more than 300 branch offices throughout Chile and representative offices in other countries.

Bci is an Equal Opportunity Employer - All qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law.

The Client Services Specialist is responsible for various administrative, BSA and customer support tasks for International Wholesale Banking and Preferred Banking segments. The Client Services 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.

The duties of the position include, but are not limited to, the following:

• Preprocessing of wire transfers instructions received via email and/or fax and authentication processes ("call backs").
• 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.
• Manage request and response to service messages for wire transfer investigations, amendment, recall of funds and any investigation.
• Manage ACH and Deposits investigations.
• Handling of reversal of fees, wires with NSF and FX transactions.
• Provide timely and appropriate responses to requests for information and/or customer complaints or concerns related to wire transfers, checks, and provide appropriate follow-up to ensure their requests are fully satisfied.
• Handling the update of the Complaint and Operational Errors Reports.
• Responsible for monitoring all emails received at Customer Service and Info.
• 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.)
• 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

Other functions:

• 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 on 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 the 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
• Ability to carry and lift boxes and/or other objects that may weigh between 10 and 25 pounds.
• Perform additional duties and responsibilities as assigned by management
• Maintain accurate status updates, and audit trail of all work

Compliance Responsibilities

In the performance of their duties, all Bci - Miami Branch staff members are required to 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. Additionally, all staff members must comply with the Bic's Personnel Manual and Code of Ethics and other policies of Bci which are either currently in place, or which may become effective during the staff member's employment.

Pre-Hire Requirements for This Position:

Computer: Ability to operate IBM compatible personal computers and terminals, fluency with Microsoft Word, Microsoft Excel, Microsoft PowerPoint at a basic level and other banking applications. Experience with Salesforce. Online banking customer service platform.

Education: Minimum of a bachelor's degree in business administration, Finance, Accounting, or work experience in lieu of bachelor's degree. Must have demonstrated quantitative and qualitative skills. Ability to understand, speak, read, and write English and Spanish.

Experience: Minimum three years of relevant experience in the financial industry, with a preference for experience in handling client servicing activities.