Client Services Associate III

The Client Services Associate III provides superior service standards to their assigned customer portfolio of personal and commercial clients, in an effort to strengthen loyalty and increase retention. Team members in this position are responsible for meeting KYC/KYA AML and other regulatory compliance standards, and ensuring customer files are complete and up to date.

Responsibilities:

• Provide day-to-day personalized customer service in alignment with the standards defined by the Bank for this client segment
• Ensure transactions are processed within service levels by all units of the Bank. Escalate promptly to management issues that arise related to products and transactions
• Address and resolve client concerns, claims and inquiries, ensure the process of customer claim resolution is properly followed
• Holds accountable other business units within the Bank to ensure customer expectations are met. Follow up daily to ensure the customer transactions and requests have been processed according to customer instructions
• Open new accounts and Time Deposits for MBNA, MBC and other affiliate companies as needed
• Contact customers to obtain updated documentation on existing accounts for all purposes including curating exceptions and past dues, i.e. ID’s, W-8’s, etc.
• Coordinate credit cards migration
• Perform Adverse Media Search on customers as needed.
• Process all customer transactions related to deposit accounts, time deposits, loans, debit and credit cards and account maintenance including:
  • Stop payments
  • Reference letters
  • Checkbook requests
  • Inclusion and exclusion of cosigners to existing accounts
  • Dormant account activation
  • Time deposit renewals
  • Confirm and process manual and i-wires.
  • Processing of credit cards line increases, Travel Memos, activation, payments and temporary increases.
  • Process requests for Debit Cards and PINs
  • Loan applications, advances, payoffs and loan addendums
  • Send customers account statements for deposit accounts, credit cards and loans
• Create activity reports related to customers’ transactions as requested
• Report and handle Fraud cases with customers and Fraud Prevention Unit.
• 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.  Prepare and submit for management approval Pledge Releases
• On a daily basis, monitor overdrafts, loan maturities, exceptions and past dues. Coordinating with customers the coverage of overdrafts, and payments and renewals of loans. Review 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
• Close accounts in response to BSA violations. Respond OFAC possible hits and contact customer to obtain information as required. Gather documentation and prepare package for PEP’s approval
• Respond 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.  Prepare annual certifications of high risk accounts. Prepare and keep updated KYC/KYA's. 

• Complete assigned training on BSA to keep abreast of regulations

• Acts as back up to other Client Services Associate / Officers

Work Experience Requirements:
4+ years of experience servicing international customer’s accounts and banking products

Education and/or Certifications:
Associates Degree in Finance or Business Administration

Technical and/or Other Essential Knowledge:    
Applied knowledge of banking products and services
Proven track of meeting performance expectations and goals in the current position
Demonstrated proficiency in the following competencies, either through a performance review or competency assessment: Focus on results, Resilience, Customer Service, Teamwork, Organizational and Communication Skills, and Collaboration
Proven ability to learn through experience and seek professional development
Ability to rely on limited experience and judgment to plan and accomplish goals
Proficiency using banking applications and the Microsoft Office Product Suite including: MS Word, MS Excel, MS PowerPoint and MS Outlook
Bilingual English-Spanish

*** Applicant may be NMLS registered and provide the company with NMLS number or be willing to register in NMLS prior to employment being offered. Additionally, FBI Criminal Background and credit check must be successfully passed before job offer is presented

Must be a team player, have the ability to work under pressure, and conduct business in a professional manner. Must be able to resolve problems and conflicts, prioritize work and effectively manage time and change. Must possess effective business communications skills verbally and in writing.  Must have a passion for serving customers.