Responsibilities:
- Client Service Support:
- Provide reactive support for client enquiries related to New York cash management products and the bank's online banking platform (GPP).
- Assist with technical inquiries in close cooperation with the Cash Management Specialist and Relationship Manager.
- Manage GPP support activities such as drafting contracts/forms, user set-up, lock/release of user access, statement delivery set-up, GPP training for clients, troubleshooting, payment file diagnostics, and user offboarding.
- Cash Pooling Support:
- Coordinate with relevant teams for cash pooling setup, modification, or deletion.
- Prepare and manage monthly interest reports for clients and ETL calculations.
- Serve as the first-level contact for clients regarding daily operations, queries, and issue escalation.
- Cash Management Product Support:
- Provide reactive support for clients’ cash management product queries.
- Handle internal and external correspondence, customer reports, contracts, and user setup forms.
- Manage the return of contracts, archiving customer documents, and setting up users in cash product portals.
- Enter requests into the ordering systems and forward to the appropriate teams, ensuring accurate data quality.
- Stakeholder Collaboration & Service Quality:
- Maintain close collaboration with internal stakeholders to ensure high service quality across all branches.
- Proactively contribute new ideas to improve team operations and support the Team Head when needed.
- Mentor team members and act as a subject matter expert for client services.
- Compliance & Governance:
- Adhere to the bank’s governance policies, compliance procedures, and 1st Line of Defense concept.
- Support Relationship Managers in managing compliance topics related to trade finance and cash management products.
- Ensure understanding of client businesses to comply with Anti-Money Laundering (AML) and Counter Financing of Terrorism (CFT) regulations.
- Uphold the bank’s Code of Conduct and compliance with local and global regulations.
- Additional Responsibilities:
- Support ad-hoc client initiatives in collaboration with the International Corporates Relationship Managers.
- Perform other duties as assigned, ensuring alignment with organizational goals and initiatives.
Job Requirements:
- University degree, diploma, or relevant tertiary education in Business Administration or a related field.
- 3-4 years of experience in a client service role, preferably in business administration or a relevant industry.
- Fluent verbal and written communication skills in English.
- Proficient in MS Office Suite.
