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Client Services Associate

2 months ago

Hollywood, Florida, United States Amerantbank Full time
Job Title: Client Services Associate

Amerantbank is seeking a highly skilled Client Services Associate to join our team. As a Client Services Associate, you will be responsible for providing exceptional customer service to our international clients, ensuring their needs are met and exceeded.

Key Responsibilities:
  • Provide personalized customer service to international clients, ensuring quality standards are met.
  • Process transactions efficiently, meeting service levels and escalating issues as needed.
  • Address client concerns, claims, and queries, ensuring resolution within established parameters.
  • Coordinate with multiple Bank units to exceed customer service expectations.
  • Stay up-to-date on current banking products and services, as well as associated processes.
  • Prepare activity reports related to customer transactions.
  • Daily follow-up to validate transaction requests.
  • Handle account openings, time deposits, and renewals.
  • Process cosigner additions and exclusions, as well as other maintenance tasks.
  • Contact customers for dormant account activation and invalid email resolution.
  • Coordinate credit card issuance, travel memos, activation, payments, and temporary increases.
  • Confirm and process manual and i-wires.
  • Report and handle fraud cases with customers and the Fraud Prevention Unit.
  • Process reference letters, checkbooks, stop payments, debit cards, and PINs.
  • Send account statements to customers for deposit accounts, credit cards, and loans.
  • Prepare loan documentation packages with respective units and process loans, new credit cards, and credit card line increases.
  • Prepare loan advances, pay-offs, and pay-downs.
  • Submit pledge releases for management approval.
  • Contact customers to cover margin calls in pledge accounts.
  • Prepare documentation for collateral owner changes or collateral account changes.
  • Perform annual reviews of pledge accounts for existing lines of credit/loans.
  • Monitor overdrafts, loan maturities, exceptions, and past dues, coordinating with customers for coverage and payments.
  • Obtain required documentation from customers to cure exceptions and past due loans.
  • Review significant balance changes for AML/BSA purposes, contacting customers to validate transactions and review supporting documentation.
  • Update DVA's Report.
  • Process account closures due to BSA matters.
  • Respond to OFAC hits and contact customers for required information.
  • Gather documentation and prepare packages for PEP approval.
  • Respond to audits of assigned customer portfolios by internal, external, and compliance auditors.
  • Review anti-money laundering activity reports to detect unusual activity, investigating and obtaining explanations and documentation as needed.
  • Answer BSA/AML inquiries and report unusual activity to BSA liaison and supervisor.
  • Prepare and update KYC/KYA's and annual certifications for high-risk accounts.
  • Adhere to compliance policies and procedures.
  • Complete assigned training on BSA to stay up-to-date on regulations.
  • Act as backup for other Client Services Associates/Officers.
  • Ensure preventive measures are taken to comply with current rules, regulations, and internal policies related to BSA, USA Patriot Act, OFAC, and other AML issues.
  • Identify, evaluate, monitor, and make recommendations to the Risk Management Committee to assess, reduce, eliminate, or control risks to earnings or capital.
  • Perform all other duties as required.

Requirements:

Education: High school degree; Bachelor's degree in banking, finance, business administration, or related field preferred.

Experience: At least one year of experience servicing international customers' accounts.

Technical and/or Other Essential Knowledge: Good understanding of banking products and services; organizational skills and time management; superior customer service skills; excellent knowledge of service quality practices, tools, and indicators; problem-solving and conflict resolution skills; excellent written and verbal communication skills; excellent presentation; results and teamwork oriented; superior listening skills; ability to learn through experience and seek professional development; ability to deal with irate customers; perseverance; ability to deal with multiple departments (networking) across organizational levels to meet or exceed customer needs; bilingual English-Spanish; knowledge of banking systems and applications, including queries.