Description
Overview
The Client Services Team is part of the Global Client Services organisation and is responsible for providing our EMEA client base, service support and guidance for their implemented working capital management solutions.
Job Description
The role entails day-to-day account servicing and resolution of routine to moderately complex inquiries and operational requests for accounts and clients. Identify, resolve and discover root causes through research and analysis to provide solutions to basic and moderately complex requests in a timely manner with consistently high quality. Responsible for account management (based on client requests received) including: handling escalations of more complex issues by managing the coordination of workflow to business partners and ensuring timely resolution. Utilizes expertise to drive results within the established framework of defined processes to resolve complex requests. Understands the end-to-end process for sales, service and Fulfillment. Interacts continuously and deepens relationships globally with internal business partners as well as clients to further enhance client delight. May have in person client engagement and presentation responsibilities. Also responsible for monitoring accuracy of data input into systems of record, information gathering, report generation and troubleshooting. Maintain high standards on internal operational and financial controls to ensure risk mitigation protecting the client and the Bank. Solid knowledge of bank systems and navigational skills. Must be extremely client focused, a strong and flexible team player, be adept at communicating crisply and candidly, able to improve processes, drive for results and take ownership to enhance client delight.
Responsibilities
As a member of the Corporate servicing team servicing a high volume of corporate clients, with varied requirements, there will be a need to take ownership of issues seeking the root cause, suggesting ways to prevent reoccurrence and ensuring that the client is provided with timely and proactive status through to resolution.
The successful candidate will work with the client on problem resolution and transaction processing, providing expertise to help guide the clients' treasury functions, with help to optimise their utilisation of the Bank's products and services.
Co-ordinate globally with our internal/external business partners for the successful delivery of all the required products, services and system solutions. Attend conference calls and client meetings where detailed cash management knowledge will assist further with the execution of client solutions.
Essential Requirements
A proven track record and polished professional skills in world class servicing
An understanding of the various working capital management solutions implemented by the Bank and used by our client base.
Structured and organised with a track record in delivering results within agreed timelines, which required liaison with business partners and client contacts.
Strong focus on quality which can be evidenced by possessing excellent communication and interpersonal skills.
Ability to work under pressure and react quickly to our client needs.
Candidate must be a strong and motivating team player, flexible, & present a professional image & attitude at all times.
Knowledge to navigate and network Global Sales, Operations and Client Servicing organisation and processes.
Knowledge of PEGA system or other payment enquiry processes.
STP formatting of local and cross border transactions (to facilitate high STP rates) to support clients with understanding requirements.
Desirable
Awareness of current affairs within the financial industry.
Broad understanding of the treasury & cash management marketplace, being aware of trends and product offering.
Language skills in French or German are advantageous