Client Service Senior Specialist (New York) (Banking)

Overview

Client Service

The regional client service specialist / RM support plays a crucial role in addressing client inquiries related to local New York cash management solutions and the bank's online banking platform (GPP). This position involves reactive support and close collaboration with the dedicated Cash Management Specialist for more intricate inquiries specific to New York. Client needs and questions are managed in partnership with the designated Relationship Manager and/or product expert.

GPP support encompasses:

(i) Drafting eBanking documents such as contracts/forms; (ii) eBanking user setup; (iii) Locking/Unlocking eBanking user access; (iv) Configuring statement delivery; (v) Providing GPP training to clients; (vi) Assisting with eBanking troubleshooting; (vii) Analyzing payment files; and (viii) Offboarding tasks, including the deletion of user setups and access.

Cash Pooling responsibilities include:

(i) Coordinating with relevant teams for the setup, modification, or deletion of Cash Pooling; (ii) Generating monthly interest reports for clients; (iii) Preparing monthly ETL calculations; and (iv) Serving as the primary contact for clients regarding daily operational queries and issue escalation.

Support for other Cash Management Products involves:

(i) Providing reactive support to clients; (ii) Coordinating correspondence, notifications, and messages between clients and internal departments; (iii) Sending customer reports, contracts, and user setup forms via email, monitoring contract returns, archiving client documents, and setting up users in cash product portals; (iv) Entering requests into the appropriate ordering systems and/or forwarding orders to the relevant areas, ensuring adherence to data quality standards using the bank's IT systems and applications.

The selected candidate will be accountable for the following duties:

• Fostering strong collaboration with internal stakeholders.
• Maintaining service quality across all branches.
• Gaining a thorough understanding of team responsibilities to provide necessary support to the Team Head as needed.
• Proactively offering new ideas and concepts to enhance team performance.
• Serving as a mentor and subject matter expert in client services.
• Assisting the Head of Department in initiatives that benefit the team and the organization.
• Performing additional duties as assigned on occasion.

Key Responsibilities

Client Service

• Providing reactive support for GPP and client payment inquiries.
• Assisting with internal department inquiries and reporting.
• Delivering contractual and both technical and general support to International Corporates Relationship Managers.
• Managing autonomous and reactive coverage of cash management clients categorized in Tier 4 by International Corporates Relationship Managers.
• Issuing and mailing GPP contracts while monitoring the return of these contracts.
• Supporting ad-hoc client initiatives alongside International Corporates Relationship Managers.
• Handling customer inquiries while considering the bank's economic requirements, policies, regulations, and compliance-related tasks.

Compliance / Regulatory

• Ensuring adherence to the bank's governance policies and procedures as well as related compliance tasks within the First Line of Defense framework.
• Supporting International Corporates Relationship Managers with compliance and governance issues related to trade finance and cash management products by ensuring adequate client knowledge and understanding of their business nature to comply with the First Line of Defense framework, including local policies and internal regulations aimed at Anti-Money Laundering (AML) and Counter Financing of Terrorism (CFT).
• Acting in accordance with the Code of Conduct and ComWerte while consistently upholding a Culture of Integrity.
• Collaborating with the relevant local and/or global business/support/product unit and legal support to ensure compliance with local laws and provisions, including regulatory requirements, labor laws, and commercial laws. Additionally, working with the respective local and/or global business/support/product unit to comply with the pertinent internal regulations of Commerzbank that are made publicly accessible to employees.

Qualifications and Skills

• University degree/diploma/tertiary education.
• Senior Specialist with approximately 3 to 4 years of experience in Business Administration or a related field.
• Fluency in English, both verbal and written, is mandatory.
• Proficient in MS Office Suite.
• Strong team player with excellent interpersonal and communication skills.
• Able to work effectively under pressure and meet deadlines.
• Driven, hardworking, and self-motivated with a passion for the role.
• Interest in contributing to a growing and evolving organization.
• Detail-oriented with a meticulous approach to tasks.