Client Service Support Advisor – Any European language (Bromley) recruitment

Bank of America is a global universal bank that provides advisory, trading and risk management services across the full range of financial products for clients around the world. As one of the world's most powerful financial services companies, with more than $109 billion in market capitalisation, we have the strength and reach to help clients achieve their financial objectives in EMEA and across the globe.

Global Corporate and Investment Banking (GCIB) is our principal business in the region, which includes Investment banking, capital Markets, global cash management, traded market products (including money market and derivatives trading), trade finance, leasing and financial advisory services. Approximately 2,500 associates span 11 countries with offices in Belgium, France, Germany, Greece, Ireland, Italy, Netherlands, Spain, the United Arab Emirates and the United Kingdom.

Global Client Delivery and Service within EMEA is responsible for supporting the cash management needs of approximately 1600 clients. The Client Support Advisor is responsible for liaising with internal business partners and the client to resolve any transactional business issues. Our clients are multinational, operating from various locations globally and therefore have an expectation to be serviced in their local language.

Job Description

• Client Service Support role for large Corporate clients

• Responsible for investigating transactional client enquiries, liaising across business lines and directly with external clients, resolving/troubleshooting issues of a cash management nature

• All issues must be acknowledged and daily updates provided to the client and any internal business partners until the item is resolved 

• Support delivery of key departmental and team projects 

Responsibilities

• Deliver Client Satisfaction/Delight – key business relationship contact point for treasury clients’ transactional enquiries. Ensuring client is serviced in a professional and timely manner

• Support delivery of key departmental initiatives where required

• Monitor key client trends and ‘open’ enquiries      

• Service enquiries – take ownership to identify root cause, suggesting future preventative measures, ensuring client provided with timely regular status updates through to final resolution

• Utilise GSS (Global Servicing System) accurately for workflow and enquiry logging /tracking    

• Client Relationships - pro-actively work with clients to identify opportunities to improve and sustain the efficiency of their treasury operations, referring to CSA’s (Client Service Advisors) any identified business opportunities to follow-up with the client and Sales Manager.

• Risk Reduction/Control – Identify and reduce client risk situations, encouraging and educating client to maximize use of the banks eBanking and eCommerce technology solutions and STP (straight through processing) during the execution of their payable/receivable transactions

Essential Requirements

Prospective candidate must be able to demonstrate that their knowledge and skill set would complement and bring added value to the team, typically from the following key areas:

• Advanced level of Excel, Powerpoint, Visio and Word 

• Ability to demonstrate excellent communication skills both orally and written

• Previous experience of PEGA

• Previous experience of large corporate client contact (verbal and written) 

• Ability to handle negative client situations in a positive and professional manner

• Strong organization , time management  and teamwork approach

• Knowledge to navigate and network Global Sales, Operations and Client Servicing organisation and processes

• Knowledge of eBanking and eCommerce solutions (e.g. BA Direct, Information reporting, Bulk Files etc.) and the various GBS components that facilitate Payment initiation and Information Reporting services Clients Accounts Payable/Receivable and TMS (Treasury Management System) environments/processes.

• STP formatting of local and cross border transactions (to facilitate high STP rates) to support clients with understanding requirements.

• Liquidity structures (Zero Balancing and sweeping), European payrolls and direct debit processes.