Associate, Financial Institution Client Services

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Responsible to enhancethe experience for Platinum and Gold clients by offering additional value-added services, such as conducting regular client service reviews, arranging client visits to comprehend their issues or concerns, and refining straight-through processingas well as payment formatting.

• Cultivate robust client relationships by establishing a comprehensive network within the Client's Operational Department.

• Ensure that inquiries via phone or email from clients categorized under Portfolio and Silver are directed to the Centralized Service team, facilitating quicker turnaround times and comprehensive tracking of all cases, regardless of currency, within a unified case management system.

• Collaborate with Team Leaders and Cluster Heads to identify clients or categories of inquiries that may be transitioned to the Central Service team, encompassing both major and minor currencies.

• Effectively managing clients' expectations by delivering clear information regarding the timeframe for solutions, potential outcomes, and fostering open and transparent communication.

• Facilitate engagement with clients regarding Trade Track-IT and any new online banking modules or products, empowering them to independently address their inquiries.

• Facilitate regular training sessions for clients, focusing on the diverse functionalities of Straight2bank and enhancing operational efficiency. Actively monitor and motivate customers to utilize the electronic platform, including Straight2bank.

• Maintain consistent communication with the Centralized Service team to gain insights into the nature and volume of client inquiries, utilizing this information to enhance efficiency for both our operations and the client.

• Stay informed about the latest product offerings, services, and processes by participating in training sessions organized by the Product team and other departments.

• Collaborate with the Sales team for a weekly business review to emphasize any discrepancies in revenue and volume. Utilize dashboard, which offers insights into the weekly Swift volumes for both Cash and Trade categorized by client.

• Conduct a periodic review of product offerings and cash volume reports, supplying the Sales team with updated data trends in relation to key currencies for each client, with a particular emphasis on the top ten clients within the designated portfolio.

• Establish a monthly review of portfolio data analysis to be disseminated among the Sales team.

• In the absence of a Sales team, oversee their responsibilities by managing client communications, addressing inquiries, and providing the sought-after information.

• Support the Sales team in the creation, execution, and active involvement in client events tailored for the specific market and region.

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thingand are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle,continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together,we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter,we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance,with flexible and voluntary benefits available in some locations.
• Time-offincluding annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible workingoptions based around home and office locations, with flexible working patterns.
• Proactive wellbeing supportthrough Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning cultureto support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation,one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.