Client Service Specialist Institutional Cash Clients

• Institutional Cash Management (ICM) helps Financial Institutions clients to optimize their treasury and commercial payments businesses. This improves their cash flow, while offering a wide range of solutions including channel management, global payment services, check services, liquidity management, information and reporting services, and financial supply chain management.
• ICM Client Service Specialist covers clients out of our global locations with hubs in Frankfurt London and New York. ICM Client Service Specialist provide personalized and proactive services to financial institutions for their day-to-day cash management business needs

Your key responsibilities

Day-to-day support

• Validate requests received from ACOs / CSOs on Account Opening and pricing and set up changes
• Perform Quality Performance Checks and ensure audit compliant handling of requests
• Provide signoff & instructions directly to the back office
• Ensure correct set up post account opening / pricing and set up changes and respective archiving
• Handle questions around account opening, pricing and set up changes
• Handle client exits, account closures and respective reportings
• Ensure proper ICM Exit Protocols are followed and documented for Offboarding requests along with documentation of evidences for Audit and QA purposes
• Ensure regular reportings to internal stakeholders is managed
• Escalation and reporting of outstanding / unpaid invoices and Dormant Accounts to Senior Management
• Support the regulatory related ICM Complaint tasks e.g., Source Data Coordinator Role
• Support of Client Service Organization and other Service Excellence tasks
• Ensure all task deliverables are met in a timely fashion manner.

Projects

• Support in different projects the Service Excellence Team is responsible for
• Manage and appropriately escalate project issues and risks
• Regular Review and update of KOD along with Creation of comprehensive User Guides

Reporting, communication, and collaboration

• Close relationship and effective interaction with contacts at multiple levels in Market Management, Clearing Products, Legal, Operations, IT, KYC, and other business partners
• Ensure that requirements of the procedures are clearly understood by all involved teams
• Comply with all ICM relevant DB policies and procedures

Your skills and experience

Professional and personal requirements

• Bank apprenticeship or equivalent
• Experience of Institutional Client Service in International Clearing and Payments Business as well as solid understanding of the Financial Institutions markets
• In-depth knowledge of ICM products including related IT infrastructure and processing flows
• Several years of experience in Correspondent Banking / Interbank Clearing FI
• Deep knowledge about Cash Management related internal fee and billing scheme as well as payment and downstream applications across all ICM Booking Hubs
• Very good MS Office Skills (especially MS Excel and Access)
• Project Management skills
• Excellent relationship, communication and teamwork skills and the ability to build and maintain relationships with colleagues and clients at all levels of seniority, committed to internal policies and corporate governance
• Ability to think beyond the edge, take initiatives, set priorities, work independently under tight deadlines
• Willingness to proceed with professional development and to learn about new products
• Fluency in English