Client Relations Specialist I

1 week ago

Hollywood, Florida, United States Amerantbank Full time
Job Overview

The primary aim of this role is to deliver exceptional service standards to a designated portfolio of clients, both personal and commercial, to enhance customer loyalty and retention while ensuring outstanding service quality. This position is accountable for adhering to KYC/KYA AML and other regulatory compliance requirements, ensuring that all documentation is current and complete.

Key Responsibilities:

  • Deliver personalized customer service daily, adhering to the quality benchmarks established by the Bank for international clientele.
  • Ensure timely processing of transactions across all Bank units, escalating issues related to products and transaction processing to Management as necessary.
  • Address and resolve client inquiries, concerns, and claims, ensuring that the customer claim resolution process is managed within established quality and efficiency standards.
  • Collaborate with various Bank units to surpass customer service expectations.
  • Stay informed about current banking products and services, along with the processes involved in their delivery.
  • Prepare activity reports related to customer transactions upon request.
  • Conduct daily follow-ups to confirm that customer transaction requests are executed according to their instructions.
  • Facilitate the opening of new accounts, Time Deposits, and renewals.
  • Manage the inclusion and exclusion of cosigners in existing accounts and perform other maintenance tasks.
  • Reach out to customers for the activation of dormant accounts and invalid email addresses.
  • Coordinate the issuance of Credit Cards with customers, including travel memos, activation, payments, and temporary increases.
  • Confirm and process manual and i-wire transactions.
  • Report and manage fraud cases in collaboration with customers and the Fraud Prevention Unit.
  • Process requests for 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 relevant units and process loans, new credit cards, and credit card line increases through loan systems.
  • Prepare and process loan advances, pay-offs, and pay-downs.
  • Submit Pledge Releases for management approval.
  • Contact customers to address Margin Calls in Pledge Accounts to maintain collateral coverage in accordance with Credit Policies.
  • Prepare documentation for changes in collateral ownership or accounts for Pledge Accounts.
  • Conduct annual reviews of Pledge Accounts for existing lines of credit and loans.
  • Monitor overdrafts, loan maturities, exceptions, and past dues daily, coordinating with customers to cover overdrafts and manage loan payments and renewals.
  • Gather necessary documentation from customers to rectify exceptions and past due loans, ensuring compliance with Bank standards.
  • Review significant balance changes daily for AML/BSA purposes, contacting customers to validate transactions and reviewing supporting documentation.
  • Update DVA's Report regularly.
  • Process account closures due to BSA issues.
  • Respond to OFAC potential hits and contact customers for required information.
  • Compile documentation and prepare packages for PEP approvals.
  • Address audits of the assigned customer portfolio by internal, external, and compliance auditors.
  • Review various anti-money laundering activity reports from the Compliance Department to identify unusual activity in customer accounts, investigating such activity and obtaining explanations and documentation as needed.
  • Respond accurately and promptly to BSA/AML inquiries, reporting any unusual activity that cannot be validated to the BSA liaison and supervisor.
  • Prepare and maintain updated KYC/KYA records and conduct annual certifications for high-risk accounts.
  • Adhere to compliance policies and procedures.
  • Complete assigned training on BSA to stay informed about regulations.
  • Act as a backup for other Client Services Associates/Officers.
  • Implement preventive measures to ensure full compliance with current rules, regulations, and internal policies related to risks associated with BSA, the USA Patriot Act, OFAC, and other AML-related issues.
  • Identify, evaluate, monitor, and recommend necessary actions to the respective Risk Management Committee to assess, reduce, eliminate, or control any current or prospective risks to earnings or capital arising from violations of laws, rules, regulations, prescribed practices, internal policies, and ethical standards.
  • Perform all other duties as required.

Education and Certification Requirements:

A high school diploma is required, with a bachelor's degree in banking, finance, business administration, or a related field preferred.

Experience Requirements:

A minimum of one year of experience in servicing international customer accounts is required.

Essential Knowledge and Skills:

A solid understanding of banking products and services is essential. Candidates should possess strong organizational and time management skills, superior customer service abilities, and excellent knowledge of service quality practices, tools, and indicators. Problem-solving and conflict resolution skills are necessary, along with excellent written and verbal communication skills. Candidates should be results-oriented, capable of teamwork, and possess superior listening skills. The ability to learn from experience and seek professional development is important. Candidates should be comfortable dealing with challenging customers and managing multiple departments effectively. Bilingual proficiency in English and Spanish is required, along with familiarity with banking systems and applications.

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