Job Description

Reference # : 18-08213Title : Client Services
Location : newark, NJ
Position Type : Direct Placement
Experience Level : Start Date : 09/11/2018
Assignment Detail
Industry:Financial ServicesJob Category:Finance / Accounting
Description
Client Services


Start your career in the Financial Services Industry. Eclaro is looking for a Client Services for our client in Newark, NJ.

Eclaro's client is a global bank with operations in consumer, corporate and institutional banking and treasury services across more than 70 countries worldwide. If you’re up to the challenge, then take a chance at this rewarding opportunity!

Position Overview:
  • Serve as a senior client service representative for New York/Americas based clients
  • Monitor Client Service Americas / FMO CC US daily workflows
  • Acting as a support unit to client's Sales Desks daily workflows for Clients
  • Ensure a consistently high level of Customer Service is provided to Stakeholders and Clients
  • Serve as a key point of escalation for all client escalations
  • Serve as an internal subject matter expert for other client service staff

Responsibilities:
  • Strategy:
    • Fully understand the Financial Market Operations (FMO) business strategy and leadership expectations and how it supports the Bank's overall strategy
    • Provide oversight to the way queries are prioritized and handled for any Premium clients
    • Demonstrate sound and objective judgement when dealing with conflicts due to prioritization
    • Drive process improvements on any daily processing or BAU tasks undertaken by the client
    • Identify processing/training gaps within FMOCCUS or Hubs and propose solutions to address
    • Manage complex client services scenarios
    • Use extensive knowledge to identify process to resolve
    • Ensure team is trained on the new or updated processes
  • Daily Operations:
    • Key escalation point for Corporate and Investor clients
    • Supervise FMOCCUS daily Workflows
    • Ensure all Client Queries and escalations are resolved swiftly
    • Ensure that all operational policies and process standards are followed and adhered to
    • Identification and recording of key Operational Risk Issues. Participation in the Operational Risk discussions as necessary
    • Daily monitoring and governance of BAU performed by the client's processing hubs
    • Work effectively with FMOCCUS and hub teams to give the best possible service to company's clients
    • Ensure that FMOCCUS and Hub BAU processing is completed in line with agreed Clients SLA expectations
    • Identification and recording of key Operational Risk issues
    • Ensure FMOCCUS actively capture Voice of Customer feedback, and follow-up on identified Action Points
    • Given the nature of the job, the incumbent may be required to be on call 24*7, 365 days for critical/crisis/weather related situations
    • Perform regular checks to ensure that his/her laptop is in working condition in the event that is required for work to be performed from home
  • Compliance:
    • It is the individual responsibility of every employee to maintain a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures and to comply fully with those laws, regulations, AML policies and Business Specific AML Policies and procedures

Qualifications:
  • In depth Knowledge of Foreign Exchange, Money Markets, Fixed income and Derivative Products
  • Operational knowledge of booking and matching platforms such as Bloomberg, FXALL, MISYS
  • Ability to effectively be a senior member of the CS team and operate independently:
    • Identify process improvements
    • Define solutions to common issues face by clients
  • Ability to coach and train teammates
  • Ability to negotiate fairly and effectively
  • Ability to influence situations when there is no direct reporting relationship and possibly across borders
  • Excellent written and verbal communication skills
  • Ability to prioritize workload to meet deadlines
  • Willingness to work overtime, where justified, to meet workloads
  • Effective Team player
  • Excellent customer service skills
  • Understanding of SWIFT message types (esp. mt103/mt202/mt300)


Interested in applying? Contact Charly Vie at charly@eclaro.com now.

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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