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Client Relations Specialist I

2 months ago

Hollywood, Florida, United States Amerantbank Full time
Job Overview

The role is focused on delivering exceptional service standards to a designated portfolio of clients, both personal and commercial, with the aim of enhancing customer loyalty and retention while ensuring outstanding service quality. The 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 standards established by the bank for international clientele.
  • Ensure that transactions are executed within the service levels set by all departments of the bank, escalating any product or transaction processing issues 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 parameters.
  • Collaborate with various bank units to surpass customer service expectations.
  • Stay informed about current banking products and services, as well as the processes related to their delivery.
  • Prepare activity reports related to customer transactions as requested.
  • Conduct daily follow-ups to confirm that customer transaction requests are processed according to their instructions.
  • Manage the opening of new accounts, Time Deposits, and renewals.
  • Handle the addition and removal of cosigners on existing accounts and perform other maintenance tasks.
  • Contact clients to activate dormant accounts and update invalid email addresses.
  • Coordinate the issuance of Credit Cards with clients, 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.
  • Distribute account statements for deposit accounts, credit cards, and loans to customers.
  • Prepare loan documentation packages with relevant units and process loans, new credit cards, and credit card line increases through loan systems, including preparing Cash Secure Loan Addendums when applicable.
  • Facilitate loan advances, pay-offs, and pay-downs.
  • Prepare and submit Pledge Releases for management approval.
  • Contact clients to address Margin Calls in Pledge Accounts to maintain collateral coverage as per 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/loans.
  • Monitor overdrafts, loan maturities, exceptions, and past dues daily, coordinating with clients to cover overdrafts and manage loan payments and renewals.
  • Obtain necessary documentation from clients to rectify exceptions and past due loans, maintaining compliance with bank standards.
  • Review significant balance changes daily for AML/BSA purposes, contacting clients to validate transactions and reviewing supporting documentation provided by them, ensuring client files are compliant with regulations.
  • Update DVA's Report as required.
  • Process account closures due to BSA issues.
  • Respond to OFAC alerts and contact clients for necessary information.
  • Gather 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 generated by the Compliance Department to identify unusual activity in customer accounts, investigating such activity and obtaining explanations and documentation from clients as appropriate.
  • 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 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, procedures, or ethical standards.
  • Perform all other duties as required.

Minimum Education and Certifications:

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

Minimum Work Experience:

At least one year of experience in servicing international customer accounts.

Essential Knowledge and Skills:

A solid understanding of banking products and services, along with strong organizational and time management skills. Exceptional customer service abilities, excellent knowledge of service quality practices, tools, and indicators. Proficient problem-solving and conflict resolution skills, along with excellent written and verbal communication skills. Strong presentation skills, results-oriented mindset, and ability to work collaboratively in a team. Superior listening skills and a commitment to continuous learning and professional development. Capable of managing irate customers and navigating multiple departments to meet or exceed customer needs. Bilingual in English and Spanish is preferred. Familiarity with banking systems and applications, including query capabilities, is essential.