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International Client Services Officer, Houston TX

Amerant Bank

This is a Full-time position in Houston, TX posted August 4, 2021.

International Client Services Officer

The International Client Services Officer provides a high touch service approach when addressing the needs of their assigned portfolio with the objective of strengthening customer loyalty and retention; while delivering excellent customer service and ensuring compliance with KYC/KYA AML and other regulatory requirements.

Responsibilities:

  • Provide day-to-day personalized customer service following the quality standards defined by the Bank for this client segment
  • Ensure transactions are processed within service levels by all units of the Bank; escalates to Management issues related to products and transaction processing, and follows 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
  • Coordinate with multiple units of the Bank to exceed customer service expectations; and regularly follows up on the status of customer requests
  • Keep abreast of banking products and services, as well as the processes associated with their delivery
  • Prepare, upon request, activity reports related to customers’ transactions; coordinate credit cards issuance, travel memos, card activation, payments and temporary credit line increases
  • Open new accounts, new time deposits and renewals; process the inclusion and exclusion of cosigners and other maintenances, contact customers for the activation of dormant accounts and the update contact information; confirm and process manual and i-wires, reference letters, checkbooks, stop payments, and debit cards
  • Prepare loan documentation packages collaborating with the respective units, process new Credit Cards and credit line increases through the loan systems. Process loan advances, pay-offs and pay-downs; and prepare and submit for management approval Pledge Releases. Gather documentation and prepare package for PEP’s approvals
  • Process and send to customers account statements, for deposit accounts, credit cards and loans. Obtain required documentation from customers to cure exceptions and past due loans maintaining these indicators within Bank standards
  • Perform annual review of Pledge Accounts for existing Lines of credit/Loans; monitors overdrafts, loan maturities, exceptions and past dues daily.
  • Review significant balance changes and anti-money laundering activity reports daily for AML/BSA purposes validates transactions and supporting documentation with the customer. Maintain customer files in compliance with regulations. Prepare and update KYC/KYA’s and annual certifications of high risk accounts
  • Process account closing arising from BSA matters. Respond to OFAC possible hits and contact customer to obtain information as required. Responds to audits of assigned customer portfolio by internal, external and compliance auditors.
  • Answer BSA/AML inquiries accurately and timely. Report any unusual activity that cannot be validated to BSA liaison and to supervisor. Adhere to compliance policies and procedures
  • Report and handle fraud cases working with the customers and the Fraud Prevention Unit
  • Act as back up of other Client Services Associate / Officers

Work Experience
3+ years of experience servicing high net worth customers in a financial institution

Education and/or Certifications
Associates degree in Banking, Finance, Business Administration or related field. Bachelors degree preferred

*** 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/or Other Essential Knowledge
Proven experience selling and maintaining banking products and services including: deposit accounts, time deposits, consumer loan products, credit and debit cards
Applied knowledge of banking regulations
Ability to initiate and establish relationships with colleagues, management and customers
Bilingual (English-Spanish)
Proficiency using banking applications. Knowledge of navigating AS/400 preferred
Proficiency using the Microsoft Office Product Suite including: MS Outlook, MS Word, MS Excel and MS PowerPoint

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

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