Client Service Associate

As an Associate, you are responsible for providing exceptional leadership and effective supervision and oversight of a team of Client Service Specialist (CSS) in BAU. You are accountable for end to end ownership of the client and employee experience, including service levels, satisfaction, and overall performance of the team. To be successful, you will need to build and be part of a winning team. Day to day, you will deliver tactical and strategic solutions in a highly controlled and regulated environment in order to meet objectives in a fast changing and dynamic environment.

Core Responsibilities:

Communicate guidance and direct CSS to resources for delivering high quality, high touch service to IPB LATAM client service teams, managers and clients

• Individual Contributor to support daily BAU as a fulltime requirement
  •   Meet with internal partners regularly to ensure service expectations are met
  •   Understand and comply with regulations, policies and procedures related to these products and services, and reinforce with their team the possible financial liabilities of the transactions associated with these products and services if they are not executed properly
  •   Research, follow-up and resolve escalated client issues and problems through effective interaction with key partners
  •   Responsible for coordinating review of key daily, weekly and monthly metrics for CSS teams; collating the data and presenting to key partners and IPB LATAM CS Managers
  •   Assist in the continuing strategic development of the support operating model, and help validate proposed ideas/plans prior to implementation
  •   Provide exceptional client service and flawless execution on client requests, inquiries  and transactions such as money movement, security transfers, and loan transactions including escalated research requests
  •   Drive the successful implementation, adherence, and maintenance of the firm’s control’s policies and procedures as well as protecting client assets against potential fraud activities
  •   Collaborate with respective client facing teams and internal business groups to deliver and execute client transactions 
   

Required qualifications, capabilities, and skills

•   Excellent judgment and decision making skills; solutions oriented
•   Strong leadership and management abilities 
•   Solid communication, time management and interpersonal skills; must be able to diffuse conflict diplomatically
•   Keen understanding of the financial and banking industries
•   Experience with a wide array of financial products
•   Ability to adapt to a rapidly changing business and technology environment; must be a change leader
•   Disciplined approach to managing and acting upon key daily reports
•   Experience in a call center environment and online/mobile brokerage platform preferred
•   Proven experience in a leadership capacity, ability to motivate and an individual and team level, experience other managers preferred
•   Ability to balance producing strong results with proper risk management
•   Extremely organized and detail oriented, expert knowledge of Windows, Microsoft Office software, Microsoft Outlook email, scheduling and task manager
•   Bachelor’s or Master’s degree preferred

Actual hours will depend on the LATAM team that the role will be supporting, the hours will fall within Monday-Friday LATAM (US) business hours.