Account Management Client Support Analyst

Primary Responsibilities: The function has as objective to provide support to commercial area and our clients, managing the account on operational tasks requests, client data maintenance and client support. Includes the following but is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirement efforts, skills, or working conditions associated with the job.

• Generate, distribute, and monitor managerial reports such w8s expired, pending documents and others.
• Provide monitoring for Client Data between both units.
• Support and coordinate inquiries and investigations.
• Serves customers by providing product and service information, resolving products and service problems
• Receives customers' requests by telephone, email, secure messages, 360 CRM or chat, and analyzes these requests to provides solution or additional information
• Maintain customer records by updating account information
• Ability to provide customer service over the phone, in person, and through Online Chat.
• Provide customers with training on the different Electronic Services the bank offers
• Knowledge on the Credit Card process, preferable with FIS.
• Knowledge on the ATM, and Debit Card process
• Ability to process all services request in a timely fashion matter, including but not limited to callbacks, wire transfers, ACH and Bill payment setups, Check Payments Request, Credit Disbursement, Clients/Account maintenance, investigations, Reference Letters, and Credit Card Payments.
• Fees setup and exceptions requests.
• CDs requests and ACATs preparation.
• Knowledge of W8-s for preparation and renewals
• Support department employees on their daily work and projects
• Support Audit and Regulators demands.
• Attracts potential customers by answering product and service questions; suggesting information requested or ascertains who can best provide the information, and routes the request to the proper person

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Excellent computer, people skills, as well as organizational skills. Flexible Schedule that may require to do overtime

Education and Experience: High School Diploma or bachelor's degree preferred, 5 years Customer Service experience and banking experience, including bank regulations is preferred.

Language Skills: Speak, read, and write English and (Spanish for the LATAM market or Portuguese for the Brazil market).

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Office applications, Database, Internet, Spreadsheet and Word Processing softwares.