Capital Markets Client Services Specialist

Overview

The Client Services Specialist is responsible for managing and enhancing relationships across a range of capital markets clients by providing exceptional service and support to the senior members of the Capital Markets teams.

The range of clients may include Private Equity, Private Credit, Hedge Funds, Insurance Companies, Family Offices, Latam Financial Institutions, etc.

Primary responsibilities will center on the implementation of client liquidity strategies (execution), depository operations, adherence to regulatory requirements on behalf of the Capital Markets team.

The Specialist will act as a liaison between clients and internal teams, ensuring clients receive comprehensive and timely assistance.

Additionally, the role involves analyzing client data, identifying opportunities for service improvements, and maintaining an in-depth understanding of capital market products and services.

The ultimate goal is to deliver a seamless client experience, foster long-term client loyalty, and support the overall growth and success of our capital markets operations.

Principal Duties & Responsibilities :

• Act as the main point of contact for high-value clients, managing and nurturing client relationships.
• Address client inquiries and concerns promptly, providing exceptional service and support.
• Responsible for handling loan servicing requests such as advances, pay-downs, copies of statements and bills, research on billing issues, etc.
• Build and maintain strong relationships with clients to understand their needs and deliver customized solutions.

a. Issue, collect and review required deposit account documents and disclosures thru DocuSign or in person collection. All documents must be uploaded into Web-director within defined timeframe for account opening in accordance with CNB P&P.

b. Coordinates with Electronic banking, Treasury Management and debit card services to issue, implement and training as necessary.

a. Complete customers’ profiles / CIP, Bizchex -Chexsystem, ownership and account profile, perform list check, OFAC & Google search and attest KYCs within applicable timeframe in accordance with CNB P&P.

b. Set up and maintain Analysis composites.

c. Refer new check orders, re-orders, internal transfers and or manual wires to our Transaction Support Team once applicable forms have been collected and required form has been completed / signed

Responsible for ensuring Regulatory Excellence :

d. Decision Making or collecting proper approvals and enter decisions on overdrafts in EIM (within their authorized limits) in accordance with CNB Authority Matrix P&P.

a. The first client contact to collect missing documents and other applicable items / documents relating to new Deposit accounts.

b. The first client contact to satisfy BSA / RFI requests. Completion of BSA requests within defined timeframe noted in the request;

this includes (but not limited to) : RFIs which includes EDD / KYC-updates, PO Alert, OFAC, High Risk Review & Other.

c. Completion of Regulatory Excellence Consultant (REC) findings requests within defined timeframe noted in the request.

d. Responsible for follow up activities related to new onboarding and maintenance requests using varies system reports. Follow-up activities include but are not limited to account funding, TM implementation, Online Banking set-up, KYC-status.

Follow up with a phone call, to answer any questions, concerns, ensure customer is completely set up.

e. Escalate all unresolved issues related to the above mentioned tasks to the RM, Supervisor or LOB Director.

• Completing Reg E disputes, resolving fraud, check disputes, check processing errors and all other activities related to the Aithent system.
• Responsible for handling and processing all client requests or inquires related to Deposit accounts including but not limited to :

a. CIS maintenance changes.

b. Correcting CIP errors.

c. Close accounts, complete closing code reason.

d. Address changes.

e. Change of Signer(S) maintenance (including the issuance and collection of all appropriate signature documents and disclosures as applicable).

f. Deposit Research statements, check copies, balance inquires, etc.

• Responsible for the proper disposition of all exception items from Deposit Operations & Non-Post data base related to the clients they service.
• Composes and types letters, emails, and other special reports related to clients’ needs.
• Organizes and maintains files on all clients. Create customers’ folder and any subfolder (following template).
• Maintain a deep understanding of capital market products and services.
• Identifies needs and cross sells bank products / services as needed and refers opportunities to other departments such as Treasury Management, Derivatives, Syndications, Wealth Management, etc.
• Effectively communicates with other departments within the Bank, fully understanding the importance of teamwork and communication.
• Continually communicates with Capital Markets Bankers regarding client activities, issues, RFIs status, compromised accounts, and potential opportunities (Pipeline).
• Willing to travel 10% to 20% on a monthly basis. Participates in on-site client visits and relationship reviews.
• Ensures compliance with the Bank’s operational, regulatory, and security policies and procedures.
• May create Salesforce opportunities, completion of KYC in collaboration with the Bankers, coordinates payoffs / releases, submissions for fee waivers.

Assists with the resolution of past dues and maturing loans, Minimum Deposit Requirement and Covenants, etc.

Follows up to ensure loans were properly booked, all required waivers are in place, loan proceeds were properly disbursed and the required ticklers for financial statements are established.

Qualifications

• 5-7 years of client service experience, preferably in the financial service industry.
• In-depth knowledge of banking depository products.
• Financial services / banking background with a Client Service and Treasury Management knowledge.
• Must be proficient in : loan / depository systems.
• Proficient in Microsoft Word, Excel, and Outlook.
• Excellent verbal and written communication skills. Spanish Communication is required.
• Strong attention to detail and proven ability to multitask effectively.
• Excellent interpersonal skills, phone manners and customer service skills are essential.

Education

• Bachelor's Degree in Business or related field.
30+ days ago