Client Services Support

Purpose role

The role handles email inquiries related to accounts, balances, Investigations and Trace general inquiries, and acts as the first point of contact for US customers.

Principal accountabilities:

• Review queries originating from corporate clients through live emails/chat/calls and provide resolution working with various departments and stakeholders
• Develop required product and customer journey knowledge to support end to end resolution of customer enquiries
• Support customers through difficult situations such as challenging inquiries/complaints utilising negotiation skills while following guidelines in an effort to satisfy the customer 
• Think laterally beyond procedures to resolve issues ensuring service TATs are met, leading to better customer relationship

Skills

·        Strong analytical, problem-solving and technical skills

·        Proven ability to deliver creative and flexible customer solutions

·        Excellent time management, planning and organization skills; Ability to manage and resolve/complete multiple competing priorities, projects, and inquiries

·        Excellent range of communication skills, including written, verbal, and the ability to deliver compelling presentations required

Experience

•  Bachelor's degree in business, related field or equivalent work experience
•  Experience with, or knowledge of, local regulatory requirements related to Anti-Money Laundering and/or Sanctions Compliance preferred

·    Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders at all levels

·     Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues

·      Knowledge of industry standards related to all Cash Management products and services preferred

•  Excellent Microsoft Word, Outlook, and Excel experience required