Client Experience Enhancement Associate

As an Associate in Financial Institution Client Services, your primary focus will be on enhancing the experience for high-value clients by offering tailored services that add significant value to their relationship with our institution.

You will be responsible for cultivating strong relationships with clients across various departments within their operational teams. This involves identifying opportunities to provide additional value-added services, such as regular client reviews, visits to understand their needs and concerns, and refining payment processing to meet their requirements.

• Cultivate robust client relationships by establishing a comprehensive network within the Client's Operational Department.
• Ensure that inquiries from clients categorized under Portfolio and Silver are directed to the Centralized Service team, facilitating quicker turnaround times and comprehensive tracking of all cases 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.
• Foster open and transparent communication with clients regarding solution timelines, potential outcomes, and expectations.

1. Facilitate engagement with clients regarding Trade Track-IT and any new online banking modules or products, empowering them to address their inquiries independently.
2. Conduct 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.
3. 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.
4. Stay informed about the latest product offerings, services, and processes by participating in training sessions organized by the Product team and other departments.
5. Collaborate with the Sales team for weekly business reviews to emphasize revenue and volume discrepancies. Utilize dashboards providing insights into Swift volumes for Cash and Trade categorized by client.
6. Conduct periodic reviews of product offerings and cash volume reports, supplying the Sales team with updated data trends related to key currencies for each client, with a focus on top clients within the portfolio.
7. Establish a monthly review of portfolio data analysis to disseminate among the Sales team.
8. In the absence of a Sales team, oversee their responsibilities by managing client communications, addressing inquiries, and providing required information.
9. Support the Sales team in creating, executing, and actively participating in client events tailored for specific markets and regions.

We offer a competitive salary and benefits package designed to support your mental, physical, financial, and social wellbeing.

• We provide core bank funding for retirement savings, medical, and life insurance, along with flexible and voluntary benefits available in some locations.
• We offer time-off, including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum), and volunteering leave (3 days).
• We provide flexible working options based around home and office locations, with flexible working patterns.
• We offer proactive wellbeing support through 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 self-help toolkits.
• We foster a continuous learning culture to support your growth, with opportunities to reskill and upskill, and access to physical, virtual, and digital learning.
• We value diversity and inclusion, embracing unique perspectives across our teams, business functions, and geographies – everyone feels respected and can realize their full potential.

We're an international bank committed to making 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.

Our purpose is to drive commerce and prosperity through our unique diversity, together with our brand promise to be here for good. We live by valued behaviours that prioritize doing the right thing, never settling, and being better together.