International Client Services Specialist Senior

About the Role

The International Client Services Supervisor coordinates at a senior level and supervises the IPB Clients support team to ensure the level of quality of service and response to clients.  Exercises initiatives, discretion, strong interpersonal skills and independent judgment with respect significant decisions within IPB client support team and serves as the subject matter expert for IPB Clients and RM's.

The IPB Client Services Team acts as a central point of resolution to support the client's business operations, identifies product/service gaps and development opportunities, and leverages client/product expertise to recommend client growth and efficiency opportunities.

Responsible for distributing the different daily activities according to the directives marked by the head of the department. Collaborating with the sales team to achieve the highest quality of service according to the needs of each portfolio. Collaborate with the Director of the Department and Relationship Managers in the achievement of the goals assigned to the department as a whole.

What You'll Do:

• Works closely with the team to generate, identify, qualify, and prioritize the needs of the clients.
• Together with the Director of the department will be responsible for organizing the strategy to be followed for the direction of the support team to reach excellence in customer service.
• Generates proposal and develops sales strategies at an expert level.
• Documents relationship process as needed.
• Works with clients in analyzing problems and propose solutions.
• Maintains expert level knowledge of all bank products and services.
• Participates in special projects as needed.
• Supervises the daily workflow of the International Client Services Specialist/Sr. to ensure all client/Relationship Manager requests are processed and Service Level Agreements are achieved.
• In conjunction with the Department Manage, ensure the team is trained, following procedures, and delivering excellent service to Relationship Managers and clients.
• Utilizes independent judgment and knowledge to analyze problems and account processing requests.
• Based on thorough analysis, decides a course of action and whether to continue processing the transactions which could have significance to the Bank. The course of action could include escalation that requires further research or higher level of authority for approval.
• Responsible for ensuring Regulatory Excellence is focused on by the entire team- aged overdrafts, missing signature cards, KYCs, account documentation, Dodd Frank wires, new account disclosures, CIP errors, Reg E disputes, resolving fraud, etc.
• Identifies operational efficiencies and designs forms, processes, etc. to streamline and enhance the workflow.
• Creates and verifies both Domestic and International wires, and internal transfers according to their authorization limits.
• Approves exception and walk-in wires for other members of the team.
• Responsible for inputting decisions and processing overdrafts/uncollected via bank assigned limits.
• Responsible for contacting clients and/or account officers regarding the overdrafts.
• Ensures all overdrafts for the department are resolved within established timeframes.
• Responsible for the proper disposition of all exception items from Deposit Operations and Electronic Banking; this includes handling fraudulent transactions, non-post, endorsement questions, ACH over-limits, etc.
• Actively participates in the On-Boarding of new clients by opening and processing all types of accounts, products and/or services.
• Serves as the client’s primary servicing point of contact, maintaining thorough knowledge of the relationship.
• Ensures that the team is following the Department guidelines for On-Boarding new clients, so their transition is smooth and successful.
• Responsible for client retention and satisfaction by responding to all existing client requests in a timely and efficient manner.
• Proactively initiates contact with clients as needed to provide superior service.
• Processes stop payments, international and domestic wire transfers, and internal transfers requests, (within authorized limits), and any maintenance requests.
• Organizes and maintains files on all clients.
• Works with the Relationship Managers to expand client relationships by identifying needs for new deposit accounts and additional services.
• Continually communicates with Relationship Managers regarding client activities, issues, and potential opportunities.
• Participates in on-site client visits and relationship reviews.
• Ensures compliance with the Bank’s operational, regulatory, and security policies and procedures to minimize risk and potential financial exposure.
• Participates in special projects as needed.
• Meets the requirements of the S.A.F.E. Act and expected to follow procedures including notifying Human Resources of any changes in current status.

What You Bring:

• 8-10 years of client service experience in the financial service industry.
• Must be highly capable of managed teams, independent activity in direct banking sales and credit support as well as maximizing cross-sell opportunities and relationship profitability.
• Excellent verbal and written communication skills.

• Bachelor's Degree in Business Administration.
• An equivalent combination of education and relevant professional experience may be considered in lieu of a degree.