Temporary Client Services Specialist

Client Services Specialist

The Client Services Specialist serves as a key point of contact for the Private Client Group, delivering high-quality, excellent customer service and experience to bank clients. This role is responsible for the full lifecycle of the client relationship, encompassing account servicing, transaction processing, and the resolution of complex inquiries.

The Client Services Specialist ensures operational excellence by managing diverse administrative tasks including commercial onboarding, wire transfer verification, and account maintenancewhile strictly adhering to Bank policies and regulatory requirements. Additionally, the role provides critical support to the Private Client Group and international teams to maintain service level agreements and promote automated banking solutions.

Duties Of The Position

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

• Process customer transaction requests with the respective operations and support units according to the Bank's policies and procedures.
• Provide support to Private Client Group and Preferencial Internacional, Chile in transaction processing and administrative matters.
• Follow up and process the Commercial Onboarding for new customers: Open OLB registration case, initial deposit validation, check card and checkbook request once initial deposit has been received.
• Process wire transfers including verification of balances and WT call back validation.
• Under Dodd Frank international wire transfers, initiate and track pre-receipts and confirmations sent and received by customers including sending the swift confirmation.
• Facilitate the end-to-end wire transfer process for all transaction types, including the preparation of required documentation for client authorization.
• Perform investigations related to incoming and outgoing Wire Transfers / ACH'S and follow up. Inform results to customers or RM's.
• Process the issuance, renewal, maintenance and closing of TDs. Open TDs as collateral for loans.
• Process account maintenance requests (telephone, email, address change, etc.): Fill out forms for customers to sign, review signed documents, submit them for processing and update RADAR accordingly. Follow up to ensure completion.
• Handling and processing of W-8's.
• Process checkbook orders and follow up on status ensuring correct delivery to customers.
• Deposit checks received by mail.
• Review log of inactive and dormant accounts and contact customer for account activation. Process inactive and dormant account activation as per customer or RM's instructions.
• Manage account closure procedures, ensuring a comprehensive log is maintained that documents the specific justification for each closure.
• Answering phones, taking messages, and problem solving.
• Provide debit card support to customers, process customers' request to issue debit and credit cards, change/update debit and credit limits, and travel alerts.
• Coordinate with the Client Services team the registration of customers to Online Banking and e-statements as well as help with access support and follow up on customer requests.
• Send copies of account statements to select customers.
• Prepare certifications of interest for tax declaration of customers.
• Prepare reference letters.
• Process auditor's letters.
• Follow- up resolution of investigations and/or disputes of account statement, debit, and credit cards. Including possible Fraud cases. Inform respective officer or customers as applicable.
• Return Mail handling and updating address with client and closing case with Reception/ Documentation.
• Provide timely and appropriate responses to requests for information and/or customer complaints or concerns and provide appropriate follow-up to ensure issues are resolved.
• Assist with credit cards request: Fill customer application, gather customer id and proof of address, obtain officer approval, etc. Process paperwork of collateral requests for Credit Cards.
• Support customers with credit card inquiries or making / participating in conference calls of customers.
• Follow up on transaction processing and other tasks pending to be completed by different Bank units.
• Upload emails and Call Reports into Salesforce.
• 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.
• Act as backup for the account opening process for Bci Miami (BCIM) and Bci Securities (BCIS) when required to ensure operational continuity and meet service level agreements.
• Participate in projects assigned by management when needed.
• Assist customers and Private Client Group team with W8's certification by contacting customers, follow up on pending cases and validation of information.
• Escalate issues to the appropriate parties, when needed.
• Provide comprehensive support to Relationship Managers and bankers by addressing their specific needs upon request, including administrative assistance, document preparation, and operational troubleshooting to ensure the seamless management of client portfolios.
• This position may offer the opportunity to transition into a permanent full-time role based on performance and business needs.
• As a condition of continued employment or transition to a full-time role, the employee will be required to obtain professional registration by successfully passing the Securities Industry Essentials (SIE), Series 7 and 66 examinations.

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 regards 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.
• 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 details 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.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Ability to multitask and work under pressure.
• 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/colleagues as requested.
• 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.