Client Relations Specialist I

1 week ago

Hollywood, Florida, United States Amerantbank Full time
Job Overview

The role is designed to deliver exceptional service standards to a designated portfolio of clients, both personal and commercial, with the aim of enhancing customer loyalty and retention. 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, complaints, and concerns, ensuring that the customer claim resolution process meets established quality and efficiency standards.
  • Collaborate with various bank departments to surpass customer service expectations.
  • Stay informed about current banking products and services, as well as 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.
  • Manage the opening of new accounts, Time Deposits, and renewals.
  • Facilitate the addition and removal of cosigners on existing accounts and other maintenance activities.
  • 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 electronic wire transfers.
  • 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 documentation for management approval regarding Pledge Releases.
  • Contact customers to address Margin Calls in Pledge Accounts to maintain collateral coverage in line 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/loans.
  • Monitor overdrafts, loan maturities, exceptions, and past dues daily, coordinating with customers on overdraft coverage and 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 review supporting documentation.
  • Update DVA's Report regularly.
  • Process account closures due to BSA matters.
  • Respond to OFAC alerts and contact customers for additional information as required.
  • 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 generated by the Compliance Department to identify unusual account activity, investigating as necessary.
  • Respond promptly and accurately to BSA/AML inquiries, reporting any unverified unusual activity to the BSA liaison and supervisor.
  • Maintain and update KYC/KYA documentation and prepare annual certifications for high-risk accounts.
  • Adhere to compliance policies and procedures diligently.
  • Complete assigned BSA training to stay informed about regulations.
  • Act as a backup for other Client Services Associates/Officers as needed.
  • Implement preventive measures to ensure compliance with current rules, regulations, and internal policies related to BSA, the USA Patriot Act, OFAC, and other AML issues.
  • Identify, evaluate, monitor, and recommend necessary actions to the respective Risk Management Committee to assess, reduce, eliminate, or control risks to earnings or capital arising from noncompliance with laws, regulations, and ethical standards.
  • Perform other duties as required.

Education and Certification Requirements:

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

*** Applicants may be required to register with NMLS and provide their NMLS number or be willing to register prior to employment being offered.

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. Problem-solving and conflict resolution skills are crucial, along with exceptional 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 pursue professional development is important. Candidates should be comfortable dealing with challenging customer interactions and have the ability to collaborate across various departments to meet customer needs. Bilingual proficiency in English and Spanish is preferred. Familiarity with banking systems and applications, including query capabilities, is also beneficial.

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