The Trade and Working Capital Client Service Group is responsible for managing and facilitating the unique and complex service needs of Global Trades client base. Service is delivered in a team-based model with key locations in the US, Latin America, Europe, the Middle East and Asia.
You will use communication and relationship management skills to ensure an exceptional level of client satisfaction. You will be responsible for various customer service and relationship management activities related to Global Trade Products primarily focused on Supply Chain Finance, Trade Loans, and Letters of Credit. You will serve as the primary point of service contact for each client within your assigned portfolio.
You will service client requests, resolve internal/external issues, review account documentation, and manage internal project initiatives for your portfolio of clients. Additionally, you will be expected, over time, to be able to identify products and services that may benefit clients and improve overall relationship profitability. You will also participate in joint client calls with Bankers and Trade Sales Officers both in person and over the phone.
Job responsibilities:
- Manage dedicated client portfolio having frequent interactions with internal/external clients, working with various areas of the bank for client resolution, and monitoring Service Queues
- Negotiate new or existing transactions with clients, external legal advisors, banking and credit teams supporting Letter of Credit Transactions
- Provide timely follow-up to clients, and be accountable for client satisfaction supporting Supply Chain Finance initiatives
- Resolve issues by identifying underlying or hidden problems and patterns
- Build industry knowledge of Trade & Working Capital focusing on products and relationship management
- Serve as a liaison between the Relationship team, Operations, Treasury Management, Sales and Implementations to provide the best service to the client, your department, and the firm
- Prioritize daily workload to maximize productivity utilizing time management and organizational skills
- Follow all established policies, procedures and practices
- Project a confident and professional presence to our clients, other bank departments and the community
- Work independently with supervision and escalate complex issues as necessary to resolve customer requests in a timely manner
Required qualifications, capabilities and skills:
- 3+ years of experience in customer service, operations, sales or portfolio management experience
- Strong focus on client satisfaction and the building of excellent relationships with our customers
- Strong communication skills with organizational and multi-tasking abilities
- Comfortable working within tight deadlines
- Proficient PC skills including Word, Excel and PowerPoint
- Relentless and versatile learner with an aptitude for assimilating new industry, company, product or technical knowledge
- Highly organized with ability to manage competing priorities
- Demonstrated, consistent professional presence with the ability to adapt to evolving needs and situations.
Preferred qualifications, capabilities and skills:
- 3+ years of Global Trade experience with understanding of Trade products specifically on Standby and Import Letters of Credit
- College degree
- Experience primarily in banking or the financial service industry