Client Service Manager

In Pacifica Continental we are looking for a Client Service Manager to join an important bank in Miami. The Client Services Manager will be responsible to Manage, perform, and understand the various duties within a department.

Also, will assist with main functions servicing all business units from all regions including Brazil and LATAM concerning client support, maintenance for both Bank and Investment accounts.

Primary Responsibilities : Manage the day-to-day activities of the Client Services Team to all business lines. Provides leadership to team members ensuring that customers are handled appropriately when team members provide support to the commercial area and to our clients, managing the account on operational tasks requests, client data maintenance and client support.

Manage Client Services team making sure area’s processes are executed according to SLAs and Goals established. Support on Internet Banking (Q2), Call Backs, Credit and Debit Cards, Wire Transfers, Account Maintenance, Live Chats, disclosures, Terms / conditions, and general Client Services Support.

Coaches team members to enhance the quality of service and problem resolution ensuring compliance with the Bank's policies, procedures, practices, and regulations.

Involves team in the development, communication, implementation and evaluation of service plans and strategies. Create and maintain procedures up to date for all tasks assigned to the department.

Ensure team members complete all required annual training by compliance. Respond and coordinate all audit requests by internal, external auditors and regulators.

Support Division Head on projects related to the Division. Coordinate and involve the team in the development, communication, implementation and evaluation of service plans and strategies.

Provides knowledge on tasks to team in the bank's products and services related to support and maintenance. Create and maintain procedures up to date for all tasks assigned to the department.

Ensure team members complete all required annual training by compliance. Maintain control and monitoring of daily work. Report KPIs and team performance.

Generate necessary reports to monitor processes activities on a defined frequency (daily, weekly, monthly). Review and improve processes.

Adhere to Bank’s Anti Money Laundering Procedures stipulated and required by the BSA department. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (i.

e. emergencies, rush jobs, change in workload, or technological developments). Handle internal and external customer inquiries, exercise initiative in researching, analyzing, and resolving problems.

Acting as quality gate keeper, ensuring, and maintaining customer records accord to the requirements. Provide support to RMs / ROs and internal areas, assisting with any operational inquiry.

Qualifications : HS diploma or AA Degree in Business, Finance, Accounting, related field OR any combination of education, training, and experience that will provide the required knowledge skills, and abilities.

Excellent Written / Verbal skills in English / Spanish / Portuguese To perform the job successfully, an individual should have knowledge of Database software, internet software, and excellent knowledge of Microsoft Office Powered by JazzHR