The Senior Relationship Manager (SRM) is responsible for managing and retaining a book of business of High Net Worth and Ultra High Net Worth personal & commercial customers (usually $5MM and above). The SRM maintains a highly dedicated professional relationship with each customer to ensure a big picture and unbiased approach to solving their overall financial situation. Coordinates with product specialists such as trust officers, wealth advisors, etc. to integrate solutions. Ensures high standards of service quality are provided to customers to strengthen customer loyalty. Adheres to the Bank’s BSA/AML, Compliance and Policies and Procedures.

Responsibilities:

SRM are seasoned professionals. SRMs deliver banking services under a truly personalized model and the largest array of products and strategies to a relatively reduced book of business. Customer needs tend to be sophisticated.

• Develops new client business using external knowledge of target market (LATAM).
• Assesses customer goals and needs and provides comprehensive advice to customers on proper banking (deposit and lending) products.
• Keeps abreast of financial products (including investments & trusts) to provide the best advice and optimize cross-selling potential.
• Uses available tools and applications to prepare and deliver proposals based on clients’ goals and needs.
• Coordinates client meetings with product specialists (trust / investments / mortgages) to support the sale of products and services.
• Coordinate, integrate and deliver proposals jointly with different areas and units of the bank and its subsidiaries.
• Identifies potential customer issues and channels them with the units responsible to solve them, ensuring the process of resolution is administered within the established parameters of quality and efficiency. Follows-up until issue is resolved.
• Seek constant feedback by customers and identify quality issues within the group to ensure high levels of customer satisfaction.
• Actively participates in any required personal, corporate and business line training.
• For those SRMs who hold FINRA licenses, maintain licenses in good standing by adhering to policies and procedures, including completing firm and regulatory trainings, and by raising awareness of any issues that may affect the good stance of their personal licenses or the Firm’s.
• SRMs remain current on market news and events by dedicating work and personal time reading and browsing financial news and media
• SRMs that are FINRA licensed must also remain current on general investments and products knowledge by their active and enthusiastic participation in scheduled courses, trainings and product meetings.
• SRMs bring to the Bank any market intelligence obtained from conversations with customers and prospects.
• SRMs are seen as experts in certain fields and usually coach more junior personnel.
• Due to their stature, SRMs often participate or are consulted on matters that affect the International Division.
• Maintain a complete and up to date file on each relationship to be used for business development and BSA/AML purposes.
• Maintain a constant and periodic communication as agreed with customers to follow up on planned strategy and execution.
• Become aware of overall customer profitability and how pricing proposals may impact risk-adjusted returns going forward
• Obtain a general knowledge of products and services offered by the group through its multiple units.
• Become proficient in estate planning and trust related services.
• Keeps abreast of news, market information and relevant global situations and communicate to customers how these may impact their financial situation.
• Coordinate, integrate and deliver proposals from different areas and units of the group.
• Seek constant feedback by customers and identify quality issues within the group to ensure high levels of customer satisfaction.
• Identify, channel and follow up on customers complaints until problem is fully resolved.
• Identifies and reports to immediate supervisor any current or prospective risks to earnings or capital arising from violations of, or nonconformance with, laws, rules, regulations, prescribed practices, internal policies and procedures or ethical standards.
• Review various anti-money laundering activity reports created by the Compliance / BSA Department to detect unusual activity in customers’ accounts. Investigate such activity and obtain from customer the explanation and documentary validation as appropriate. Escalate problems and issues to supervisor.
• Answer accurately and on a timely manner BSA/AML inquiries. Prepare annual certifications of high-risk accounts. Complete assigned training on compliance to keep abreast of regulations.
• Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues.
• All other duties as required.

Minimum Education and/or Certifications Requirements:

Bachelor’s degree in finance, business administration, economics or JD or Law Degree. FINRA Series 7 and Series 66 a plus. A masters’ degree or other well-known professional certification such as TEP, CFA, CFP are desired. 

Minimum Work Experience Requirements:

At least 15 years of relevant experience managing a book of business from international customers primarily in the LATAM.

Technical and/or Other Essential Knowledge:

Fully bilingual (English-Spanish). Dexterity in the use of financial systems and applications. Must have proven interest in capital markets and advanced financial knowledge. Must possess the ability to prioritize work, effectively manage time and deal with changing priorities. Must present a professional image; and have the ability to conduct effective meetings. Must possess good knowledge of industry regulations.
25% travel required