Client Services Associate III

The Client Services Associate III provides superior service standards to their assigned customer portfolio of personal and commercial clients, in an effort to strengthen loyalty and increase retention. Team members in this position are responsible for meeting KYC/KYA AML and other regulatory compliance standards, and ensuring customer files are complete and up to date.

Responsibilities:

Provide day-to-day personalized customer service in alignment with the standards defined by the Bank for this client segmentEnsure transactions are processed within service levels by all units of the Bank. Escalate promptly to management issues that arise related to products and transactionsAddress and resolve client concerns, claims and inquiries, ensure the process of customer claim resolution is properly followedHolds accountable other business units within the Bank to ensure customer expectations are met. Follow up daily to ensure the customer transactions and requests have been processed according to customer instructionsOpen new accounts and Time Deposits for MBNA, MBC and other affiliate companies as neededContact customers to obtain updated documentation on existing accounts for all purposes including curating exceptions and past dues, i.e. IDs, W-8s, etc.

Coordinate credit cards migrationPerform Adverse Media Search on customers as needed.

Process all customer transactions related to deposit accounts, time deposits, loans, debit and credit cards and account maintenance including:

Stop paymentsReference lettersCheckbook requestsInclusion and exclusion of cosigners to existing accountsDormant account activationTime deposit renewalsConfirm and process manual and i-wires.

Processing of credit cards line increases, Travel Memos, activation, payments and temporary increases.

Process requests for Debit Cards and PINsLoan applications, advances, payoffs and loan addendumsSend customers account statements for deposit accounts, credit cards and loansCreate activity reports related to customers transactions as requestedReport and handle Fraud cases with customers and Fraud Prevention Unit.

Contact customers to cover Margin Calls in Pledge Accounts to maintain collateral coverage according to Credit Policies. Prepare documentation for the change of collateral owners or collateral accounts for Pledge Accounts. Perform Annual review of Pledge Accounts for existing Lines of credit/Loans. Prepare and submit for management approval Pledge ReleasesOn a daily basis, monitor overdrafts, loan maturities, exceptions and past dues. Coordinating with customers the coverage of overdrafts, and payments and renewals of loans. Review significant balance change for AML/BSA purposes. Contact customers to validate transactions, review and validate supporting documentation provided by customers. Maintains client files compliant with regulationsUpdate DVAs ReportClose accounts in response to BSA violations. Respond OFAC possible hits and contact customer to obtain information as required. Gather documentation and prepare package for PEPs approvalRespond to audits of assigned customer portfolio by internal, external and compliance auditorsReview various anti-money laundering activity reports created by the Compliance Department to detect unusual activity in customers accounts. Investigate such activity and obtain from customer the explanation and documentary validation as appropriate. Answer accurately and on a timely manner BSA/AML inquiries. Report any unusual activity that cannot be validated to BSA liaison and to supervisor. Prepare annual certifications of high risk accounts. Prepare and keep updated KYC/KYA's. Complete assigned training on BSA to keep abreast of regulationsActs as back up to other Client Services Associate /

OfficersWork Experience Requirements:

4+ years of experience servicing international customers accounts and banking productsEducation and/or

Certifications:

Associates Degree in Finance or Business Administration Technical and/or

Other Essential Knowledge:

Applied knowledge of banking products and services Proven track of meeting performance expectations and goals in the current position Demonstrated proficiency in the following competencies, either through a performance review or competency assessment: Focus on results, Resilience, Customer Service, Teamwork, Organizational and Communication Skills, and CollaborationProven ability to learn through experience and seek professional developmentAbility to rely on limited experience and judgment to plan and accomplish goalsProficiency using banking applications and the Microsoft Office Product Suite including: MS Word, MS Excel, MS PowerPoint and MS OutlookBilingual English-Spanish•Applicant may be NMLS registered and provide the company with NMLS number or be willing to register in NMLS prior to employment being offered. Additionally, FBI Criminal Background and credit check must be successfully passed before job offer is presented

Functional Skills & Knowledge:

Must be a team player, have the ability to work under pressure, and conduct business in a professional manner. Must be able to resolve problems and conflicts, prioritize work and effectively manage time and change. Must possess effective business communications skills verbally and in writing. Must have a passion for serving customers.