Private Client Services Associate

Private Client Services Associate

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