The Private Client Services Associate II provides superior service standards to an assigned portfolio for the purpose of strengthening customer loyalty and retention, ensuring excellent customer service. They are responsible for meeting KYC/KYA AML and other regulatory compliance standards and ensuring all documentation is up to date and complete.

Responsibilities:

• Provide day-to-day personalized customer service under quality standards defined by the Bank for this client segment
• Ensure transactions are processed within service levels by all units of the Bank and escalate issues related to products and transaction processing following through their resolution
• Address and solve client concerns, claims and queries, ensuring that the process of customer claim resolution is administered within the established parameters of quality and efficiency
• Meet KYC/KYAAML and other regulatory compliance standards and ensure documentation is up to date and complete
• Contact and follow up with customers on current transactions, documentation, maintenances and open claims related to all products and services available to them
• Process account maintenance requests
• Report and handle Fraud cases with customers and Fraud Prevention Unit
• Prepare and process loan documentation and packages with the respective units
• Monitor daily overdrafts, loan maturities, exceptions and past dues
• Review significant balance change for AML/BSA purposes
• Respond to audits of assigned customer portfolio by internal, external and compliance auditors
• Review various anti-money laundering activity reports created by the Compliance Department to detect unusual activity in customers’ accounts, investigate such activity and obtain from customer the explanation and documentary validation as needed
• Keep abreast of latest banking industry trends related to products, services and regulatory environment
• Act as back up of other Client Services Associate / Officers
• Maintain and manage loan ticklers to ensure renewals are done on time by Private Bankers
• Assist Head of Private Client Group by providing weekly loan reports to manage past dues /renewals
• Assist Private Bankers by entering loan applications into our Applink , Ncino or any other platform, clearing conditions on loans for closings and with communication to client regarding non compliant covenants on loans

Work Experience:
3+ years of experience working in a financial institution in a similar or equivalent role

Education and/or Certifications:
Associates Degree in Business, Finance or related field.
*** Applicant may be NMLS registered and provide the company with NMLS number or be willing to register in NMLS prior to employment being offered.

Technical and other Essential Knowledge:
Knowledge of standard banking products and services
Proven ability to satisfy customer needs with enthusiasm
Ability to work with team members at all levels of the organization
Proficient using banking applications, Microsoft Outlook, MS Word , Excel and PowerPoint
Bilingual English-Spanish preferred

Functional Skills:
Must be a team player, be able to work under pressure and solve problems and conflicts, conduct business in a professional manner, prioritize work and manage time effectively. Must communicate effectively in verbally and in writing. Apply a customer centric approach to customer interactions