POSITION SUMMARY
The Analyst will be responsible to perform client service tasks in a well-organized and timely way, having a complete understanding of the need of the bankers and the clients. Operates independently in providing day-to-day client service.
It is necessary they have organizational skills, because they will undertake the tasks of receiving calls, take messages and routine correspondence, acting as the point of contact between the internal and external clients. Plays a key role in client’s retention.
Responds to the most complex client questions, demonstrate initiative in researching, analyzing and problem solving, exercising judgment regarding proper handling of customer request.
PRIMARY DUTIES AND RESPONSIBILITIES
Customer Service
• Check balance positions, loans, transfers, etc.
• Guide clients with the application process for new American Express cards/ debit
• Respond to inquiries related to debit or American Express cards/ debit
• Address request for bill payment
• As per client's request, process cashier checks and checkbooks along with the operations department.
• Attend clients visits and acompany them to deposit/withdraw fund from their accounts
• Resolve Clients Inquiries such as loan request, investment orders, statement reviews, etc.
• Resolve Client Complaints
• Respond to all phone calls for the team Administrative
• Prepare documentation for Bankers business trips such as product presentations and new opening documentations
• Provide assistance with BRWG formats in Appian Onboarding
• Read and answer emails on a daily basis
• Follow up with the banker of corporate actions
• Contact clients with account information and receiving instructions
• Review and properly complete all documentation regarding Alternative Investments subscriptions and send all completed documentation to the Alternative Department. Operations
Keep 360 updated
• Process investment proposals, prepare activity reports, upload documents to secure inbox, verify clients E-banking status/ information, download reports to review missing documentation among other duties.
New Accounts & Updates
• Verify that account opening documents are complete and filled out correctly.
• Opening account, collect customer information, review and follow-up by using DocuSign
• Account update, collect customer information, review and follow-up by using DocuSign
• Closing account, collect customer information, review and follow-up by using Appian Workflow tool
• Review dormant accounts by using Globus
FX Transactions
• Verify client information
• Initial input transaction in Globus
• Verify with exchange rate and inform client
• Execute transaction Wire Transfers
• Address request for wire transfers
• Follow up with 360 EWF workflow and send confirmation if needed
Credit operations
• Coordinate meeting with credit area
• Review documentation with banker new loans or loan renewals prepared by Credit Risk and send to the client for signature
• Once received documents from client, verify signature and return to Credit Risk Department
• Assist with the preparation of credit reports and forms required
Overdrafts
• Check daily account movements reports
• Identify and cover overdrafts
Investments
• Update client’s investment profile
• Assist in the preparation and execution of investment proposals as requested by client banker or advisor when necessary (Not applicable to PREMIER)
• Process manual PO’s in Globus Back Office
• Follow up and verify that all the transactions requested have been completed / processed by the operations dept.
• Open/close accounts and portfolios by using Appian tools.
• Process fee reversal and exception by preparing marketing concession reports as requested by banker
• Time deposit, checkbooks, cashier’s temporary checks
• Transfers securities (incoming/outgoing) by using Appian Workflow.
• Follow up with clients Capital Calls and cover designated portfolios in order for Back Office Team to process. Controls
Daily:
• Review “Morning Movement Report” sent by Operations to verify account movements of previous days to ensure each transaction has been processed correctly
• Review and approve daily overdrafts in Globus
• Prepare activity reports
Weekly:
• Run Credit reports in Globus for expire and future maturity for loans, lines of credits and interest payments due
• Send clients W8 forms and follow up to make sure they are completed properly
Monthly:
• Review and activate Dormant Accounts
Quarterly:
• Run quarterly fee report for Bankers review and ensure that client has sufficient funds to cover fee
• Work on special projects (FATCA, W8, E-banking, Milenio and Paperless) helping bankers. Other duties as assigned or requested by immediate supervisor
SPECIALIZED KNOWLEDGE
Knowledge of office administrator responsibilities, systems and procedures
Proficiency in MS Office (MS Excel and MS Outlook, in particular) Excellent time management skills and ability to multi-task and prioritize work
Attention to detail and problem solving skills
Excellent written and verbal communication skills
Organizational and planning skills in a fast-paced environment
Proactive, with an ability to suggest improvements
Preferably knowledgeable in how to use DocuSign
Knowledgeable of financial markets
JOB REQUIREMENTS
Bachelor’s degree required or equivalent experience 3 - 5 years of relevant experience or demonstrated required level of proficiency Individual contributor
• Technical: Microsoft Office, T-24, 360, DocuSign, Appian
• Organizational skills and time-management skills
• Excellent customer service skills
• Multitask & flexible
• Strong judgment and ability to use discretion and make decision within guidelines
• Excellent interpersonal and leadership skills
• Independent problem solving skill
• Written & oral communication skills
• Influential skills N/A
• Spanish and English. Portuguese (For Brazil Team)
Duties are performed in an office environment. Physical demands could involve any or all of the following: digital dexterity and hand/eye coordination in the operation of office equipment; light to moderate lifting (10-20 lbs.) and carrying of supplies, files, etc; the ability to speak to and hear customers and/or other employees both telephone calling and in person; and body motor skills sufficient to enable the incumbent to move from one office location to another.
We are an equal opportunity employer. We employ qualified individuals without regard to their race, color, religion, sex, national origin, citizenship, age, disability, sexual orientation, uniformed service or any other characteristic protected by law.
