Private Bank Client Service Specialist recruitment
A Private Banking Client Service Specialist (CSS) is the primary contact for all service related needs of a Private Banking client. A CSS works with bankers, investors, various product specialists and mid-office and operations teams to deliver a seamless and integrated experience to our clients across all Private Banking products. Each CSS works with one or several team mates and each team is regionally aligned to bankers and their client base (the banker is generally based in London, but can also be based in another office). Some examples of a CSS daily responsibilities include: affecting cash movements, monitoring overdrafts, cash balances, executing foreign exchange, mutual funds, answering statement and tax document inquiries, performing account maintenance (account opening and closing, change of address, stop payments, fees billing, IPB Online access requests, etc.), responding to general account inquiries, etc. The majority of a CSS's role is performed via the telephone. A CSS will be expected to contribute to the overall success of the group in proportion to his/her experience, and each CSS will be evaluated relative to their peer group.
Job Responsibilities
- Provide high quality, high touch service to Private Banking clients
- Maintain client confidentiality at all times.
- Manage daily client transactions and inquiries accurately, within established deadlines, and in accordance with existing policies and procedures. A CSS transaction approval levels/limits will vary based on seniority.
- Research, follow-up and resolve client inquiries and problems through effective interaction with clients, bankers, investors, product specialists, operations areas, and other staff in a timely and professional manner.
- Research potential (or actual) fraud situations, errors, and losses to ensure prompt and accurate resolution.
- Identify cross-sell opportunities, and escalate to bankers and product partners in order to close or provide advice to the client.
- Open and close accounts, and ensure necessary documentation is complete.
- Verify and maintain data quality as it relates to internal and external client hierarchy and account alignment.
- Participate in special projects as assigned by Team Manager.
- Coordinate and follow through on client requests for products and services
Skills
- Strong relationship management skills, preferably with an operations background.
- Strong communication and time management skills.
- Ability to adapt to a rapidly changing business and technology environment, and to utilize all available tools and resources to service clients as efficiently as possible.
- Solid comprehension of deposit, banking, brokerage, custody, investment management, mutual funds, and credit products and services as each applies to their specific region's business segment; also, required in order to identify and refer potential new business opportunities to bankers and product specialists.
- Must understand and comply with the regulations, policies and procedures applicable to these products and services, and grasp the potential financial liabilities of the transactions associated with these products and services if they are not executed properly.
- Effective communication, judgement, problem-solving and client relationship skills, as well as a working knowledge of key areas of the Bank (e.g., JPMorgan Funds, Cash Services, Credit Products, Middle Office Core Operations, Client Information) in order to research and resolve client inquiries.
- Solid knowledge of PC software and applications (e.g. Lotus Notes, Microsoft Office, internet/intranet, etc.).
- Strong comprehension of data and information flows through the Bank's processing and reporting systems. Must possess an in-depth understanding of the roles and interdependencies of all operating departments that impact these workflows.
- The successful CSS has in-depth knowledge of his/her client base, is sensitive to specific clients' needs, and has a strong rapport both with clients and with individuals in operating areas throughout the Bank.
Experience
- Previous experience in the Financial services and/or Banking industry.
- A strong operations background beneficial.
- Fluent English languages skills fluency in an additional European language (French, Italian, Spanish, German).
- CISI Certificates advantageous (Unit 1 - FSA Financial Regulations/ Unit 2 - Securities / Unit 8 - Investment Risk)