Client Service Officer – Electronic Banking Support – Tier 1 – AVP/VP recruitment
for our clients. This is made possible by our people: agile minds, able to see beyond the obvious act effectively in an ever-changing global business landscape. As you’ll discover, our culture supports this. Diverse, international and shaped by a variety of different perspectives, we’re driven by a shared sense of purpose. At every level agile minds are rewarded with competitive pay, support and the opportunity to excel.
Named the "Best Global Investment Bank“ in Euromoney Magazine’s annual Awards for Excellence, Deutsche Bank is a leader in Germany and Europe and is continuously growing in North America, Asia and key emerging markets.
Global Transaction Banking
Global Transaction Banking (GTB) is a world-class provider of cash management, trade finance and trust and securities services for corporations, governments and financial institutions.
At peak levels, GTB processes payments worth up to 1.4 trillion Euros per day and, as of March 31, 2012, is the number one Euro clearer and a top-six US Dollar clearer with more than 60% of overall revenues are generated from clients outside Germany.
Our People
Our people are outstanding individuals with agile minds, from a diverse range of backgrounds and cultures. They generate fresh ideas and innovative solutions which set us apart from our competitors and add value to our clients.
Role Description
In order to support our Tier 1 client base, we are looking to have a Client Service Officer with Electronic Banking expertise. This Tier One Service Officer will support Tier 1 clients and promote the support of those clients while looking for opportunities to grow the existing relationships and generate additional revenue. They will be strategic and have the ability to strengthen and grow our additional client base while managing the ever growing number of FSC clients being generated in the pipeline.
Key Responsibilities
- Field and respond to customer inquiries, including problem solving and fact finding for both the client and sales. Provide all Electronic Banking support and escalate as needed.
- Develop strong working relationship with the clients and understand their banking business (as well as they do). Be able to navigate all systems applicable to CSO and EB Support functions
- Log all client queries and issues into DB’s proprietary tracking tool and use this data to perform regular Service Reviews
- Complete Service Plans for all names and work with Sales to strengthen client relationships
- Support client training and client education of new products and services in conjunction with product management and sales. Proactively communicate with clients on topics of interest and concern.
- Empowered to “move the bank” and must ensure their clients’ are provided with proactive and premier service.
- Handle sensitive, large clients with extreme care and be proactive in determining all issues and monitor these relationships closely to insure all issues are addressed on a timely basis.
- Extremely responsive and go above and beyond for their Tier 1 names, deepening client relationships and understanding their business needs and understand the revenue they are generating for our business, as well as the overall relationship the client has with Deutsche Bank globally.
- Meet deadlines and are able to take accountability of their clients
- Good understanding of the product's revenue goals and look for ways to maximize profitability by recognizing revenue opportunities and streamlining inefficiencies when possible
- Decisive and timely actions in pressure situations and offers innovative solutions to problems while providing support to senior/mid level roles.
- Work collaboratively within the organization, as well as independently.
- Develop and maintain working relationships with clients, sales, implementations, operations, and product teams.
- Provide the necessary support to sales in understanding and handling the various facets of a customer relationship; assist in RFP process for new business.
- Address billing issues and pursue the collection of balance deficiency fees and managing outstanding receivables to a level not exceeding a past due period of ninety days.
- Assist with the daily monitoring and the tracking of overnight overdrafts. Investigate the cause and work toward resolution. Keep all concerned parties (credit management) aware of all situations.
- Adhere and comply with all bank policies and procedures, including overdrafts, account openings, account and product documentation, and funds control.
- Go beyond the research function and initiate client service reviews through written questionnaires or personal interviews to track client satisfaction. Initiate projects to improve the service level. Customer service should be proactive in offering the client long term solutions, not just to resolve the specific problem at hand.
- Identify new sales opportunities and tools, which will result in increased customer satisfaction and refer clients to the appropriate sales team member. This includes participation in service quality calls and ongoing client interaction.
- Support client training and client education of new products and services in conjunction with product management and sales. Proactively communicate with clients on topics of interest and concern.
- Know all Cash Management products and be able to speak proficiently about them with the client.
- Be able to navigate all systems applicable to the customer service function (CAS, db-Internet, Collector, MTNA, Com-R, GIFTS, On Demand, WebCinq, etc.)
Required Skills
- Excellent communicator – able to build rapport with people at all levels of seniority.
- Strong presentation skills – confident style, ability to explain product information clearly and effectively.
- Team Player – shares information, communicates effectively with other team members, delegates when necessary, involves others, and is outgoing.
- Creative thinker – able to suggest innovative solutions to meet clients needs, and which will work given legal, tax and compliance restrictions
- Highly motivated to succeed – enthusiastic about the role, with the ability to take the initiative and be proactive.
- Resilience and commitment – able to work under tight deadlines and pressure. Be flexible with working hours.
- Ability to travel - able to travel to respective clients and represent the bank. Speak to
- 18 months to 2 years experience in Cash Management Customer Service or similar environment (e.g. treasury) in a large financial institution.
- Excellent understanding of Cash Management products and payment mechanisms. Including an awareness of new developments in the marketplace.
- IT literate in Microsoft software applications.
- Strong background in servicing customers and building relationships, both internally and externally
At Deutsche Bank, we are proud to be an Equal Opportunity/ Affirmative Action (M/F/D/V) employer.
For more information and to apply, please visit our website at db.com/careers