Client Services Officer Sr

To provide superior standards of service to an assigned portfolio of high net worth customers with the objective to strengthen customer loyalty and retention, ensuring excellent customer service. Responsible of meeting KYC / KYA AML and other regulatory compliance standards. Ensures documentation is up to date and complete.

Responsibilities :

• Provides day-to-day personalized customer service under quality standards defined by the Bank for this client segment.
• Ensures transactions are processed within service levels by all units of the Bank. Escalates to Management issues related to products and transaction processing that need to be solved at higher level.
• Addresses and solves client concerns, claims and queries, ensuring that the process of customer claim resolution is administered within the established parameters of quality and efficiency.
• Coordinates with multiple units of the Bank to exceed customer service expectations.
• Keeps abreast of current banking products / services, as well as the processes associated to the delivery of these products and services.
• Prepares, as requested, activity reports related to customers’ transactions.
• Daily follow-up to validate that the customers’ transaction requests have been processed according to customers’ instructions.
• Handling the opening of new accounts and Time Deposits for MBNA, MBC and other affiliate companies as required.
• Coordinate with customers the renewals of Time Deposits.
• Process the inclusion and exclusion of cosigners in existing accounts.
• Contact customers for the activation of dormant accounts and invalid e-mails. Open cases for processing by IDO.
• Processing of account maintenances.
• Contact customers to obtain updated documentation on existing accounts : ID’s, W-8’s, etc.
• Coordination of Credit Cards Migration with customers.
• Confirm and process manual and i-wires.
• Processing of credit cards, Travel Memos, activation, payments and temporary increases.
• Process requests for Debit Cards and PIN’s.
• Processing of Stop Payments.
• Report and handle Fraud cases with customers and Fraud Prevention Unit.
• Process Reference Letters.
• Process and send to customers account statements, for deposit accounts, credit cards and loans.
• Request of checkbooks.
• Preparing and processing packages of loan documentation with the respective units.
• Processing of Loans, new Credit Cards and Credit Cards Line increases thru B2C.
• Prepare and process loan advances.
• Process loan pay-off and pay-downs via MC3.
• Prepare and submit for management approval Pledge Releases.
• Contact customers to cover Margin Calls in Pledge Accounts to maintain collateral coverage according to Credit Policies.
• Prepare documentation for the change of collateral owners or collateral accounts for Pledge Accounts.
• Perform Annual review of Pledge Accounts for existing Lines of credit / Loans.
• Daily monitoring of overdrafts, loan maturities, exceptions and past dues. Coordinating with customers the coverage of overdrafts, and payments and renewals of loans.
• Obtain required documentation from customers to cure exceptions and past due loans maintaining these indicators within Bank standards.
• Daily review of significant balance change for AML / BSA purposes. Contact customers to validate transactions, review and validate supporting documentation provided by customers. Maintains client files compliant with regulations.
• Update DVA’s Report.
• Closing of accounts due to BSA matters.
• Respond OFAC possible hits and contact customer to obtain information as required.
• Gather documentation and prepare package for PEP’s approval.
• Perform Adverse Media Search on customers as needed.
• Responds 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 appropriate.
• Answer accurately and on a timely manner BSA / AML inquiries.
• Report any unusual activity that cannot be validated to BSA liaison and to supervisor.
• Review the account documentation for new customers / accounts and conduct due diligence.
• Prepare annual certifications of high risk accounts.
• Prepare and keep updated KYC / KYA's.
• Prepare Cash Secure Loan Addendum.
• Adhere to compliance policies and procedures.
• Complete assigned training on BSA to keep abreast of regulations.
• Acts as back up of other Client Services Associate / Officers.
• Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues
• To identify, evaluate, monitor and make any recommendation deemed necessary to their respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or nonconformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards.
• All other duties as required

Minimum Work Experience Requirements :

6 - 10 years of experience in servicing international customer’s accounts

Minimum Education and / or Certifications Requirements :

Bachelor’s degree in finance or business administration preferred.

Technical and / or Other Essential Knowledge :

Good understanding of banking products and services. Organizational skills and time management. Superior customer service skills. Excellent knowledge of service quality practices, tools and indicators. Problem solving and conflict resolution skills. Excellent written and verbal communications. Excellent presentation. Results and teamwork oriented. Superior listening skills. Capabilities to learn through experience and seek professional development. Relies on limited experience and judgment to plan and accomplish goals. Ability to deal with irate customers. Perseverance. Ability to deal with multiple departments (networking), across organizational levels, in order to meet or exceed customer needs. Bilingual English-Spanish. Knowledge in the use of banking systems and applications including queries.