Temporary Client Service Specialist

ABOUT BCI

Bci provides financial services to individuals and corporations. We focus on being a global leader in innovations and personalized client experience and with more than 10500 employees Bci is recognized as one of the best companies in which to work and develop a career. It is the third largest privately owned bank in Chile and it has more than 300 branch offices throughout Chile and representative offices in other countries.

Bci is an Equal Opportunity Employer - All qualified applicants will receive consideration without regard to race color religion gender national origin age disability veteran status or any other factor determined to be unlawful under applicable law.

JOB SUMMARY

The Temporary Client Service Specialist is responsible for various administrative BSA and customer support tasks for International Wholesale Banking and Preferred Banking segments. The Temporary Client Service Specialist provides direct customer service to bank customers handling their accounts servicing provides customers with information on bank products and handles their bank-related inquiries or requests. Also provides high quality customer service with full development and maintenance of the client relationship.

DUTIES OF THE POSITION

The duties of the position include but are not limited to the following:

• Interacting with clients sending Fed or Swifts confirmations informing of returned wire transfers and all matters related to wire investigations.

• Contact customers to request supporting documentation for incoming and outgoing wires as required by the BSA Unit and also requests received from other Banks. Review-mentioned documentation to ensure that it completely covers all points being addressed and that the inquiry is answered in a timely manner. Ensure that these wires are processed in a timely manner and always keep the customer informed.

• Respond customers compliance inquiries related to wire transfers.

• Managing and monitoring of W8s Annual Plans for Corporate Banking and Preferred Banking. This requires coordination with Documentation Department monitoring of pending cases customer contact to clear discrepancies and obtain correct forms and submit weekly status reports to management. Review W8s Dashboard in Salesforce for accuracy and monitor backlog emails from Documentation Department.

• Handling of Returned Mail that has been escalated by Administration Department. Review cases contact customers to verify addresses process maintenances as required and coordinate pending cases with Administration.

• Handle requests for W8s received from the Documentation Department. Contact customer to obtain updated form review forms for accuracy and coordinate their processing.

• Inactive and Dormant Accounts for Corporate Banking and back up for this process for Preferred Segment: Review daily reports of accounts that will fall in inactive or dormant status email customers and coordinate with Documentation to avoid that the account falls in Inactivity or dormant status. Monitor pending cases and follow up with customers.

• Processing time deposits for Preferred Segment as back up for new deals modifications cancellations. Take care of inquiries from officers and specialist regarding time deposit processing. Quality review to make sure that time deposits were processed in a timely manner and correctly.

• Responsible for monitoring all emails received at Customer Service () and Info ().

• Responsible for inbound calls regarding client inquiries relative to their account and/or products and services.

• Assisting customers with various requests including (cashiers checks copies of statements checkbook requests balance confirmations banking reference letters etc.) as required.

• Perform follow-up as needed (especially on time sensitive issues) assuring we meet set SLA goals.

• Supporting requests for information from other areas of the bank (including Operations and Compliance) filing of customer documentation translation of customer documentation.

• Promote the migration of clients doing manual wires to automated channels.

• Escalate issue to the appropriate parties when needed

Other functions:

• Develop and maintain a high degree of understanding regarding bank policies and procedures as well as all legal and regulatory requirements for the US and Chile markets particularly with regard to the clients product suite.

• Assisting in a variety of special projects as required (e.g. Online banking implementation Salesforce surveys paperless registration etc.).

• Provide recommendations for process and product improvement.

• Must have regular and predictable attendance and work the hours and/or shifts assigned particularly during regular business hours to communicate with colleagues supervisors and customers with whom interaction is required to accomplish and complete work assignments and meet company goals within established deadlines.

• Review and update procedures

• Ability to calculate figures and amounts such as discounts interest commissions proportions and percentages.

• Experience with the use of spreadsheets basic financial modeling etc.

• Responsible for completing annual training program assigned.

• Must receive and provide clear constructive feedback in a cooperative and professional manner.

• Be accurate. Individuals must be comfortable with detail and must be able to work under the pressure of deadlines. Apart from being able to proactively seek solutions to complex problems the person must be able to quickly learn comprehend and communicate these concepts.

• Ability to understand speak (fluently) read and write English and Spanish

• Ability to write routine reports and correspondence

• Effectively speaking before groups of customers or employees

• Assume evolving duties and responsibilities of position

• Work all hours required to fulfill job duties and responsibilities

• Provide coverage for other positions as required

• Ability to carry and lift boxes and/or other objects that may weigh between 10 and 25 pounds.

• Perform additional duties and responsibilities as assigned by management

• Maintain accurate status updates and audit trail of all work

COMPLIANCE RESPONSIBILITIES

In theperformance oftheir duties all Bci - Miami Branch staff members are required to comply with all state and federal regulatory and legal requirements including the Bank Secrecy Act the Federal Election Campaign Act of 1979 the Foreign Corrupt Practices Act and the Bank Bribery Amendments Act. Additionally all staff members must comply with the Bics Personnel Manual and Code of Ethics and other policies of Bci which are either currently in place or which may become effective during the staff members employment.

PRE-HIRE REQUIREMENTS FOR THIS POSITION:

COMPUTER:

Ability to operate IBM compatible personal computers and terminals fluency with Microsoft Word Microsoft Excel Microsoft PowerPoint at a basic level and other banking applications. Experience with Salesforce. Online banking customer service platform.

EDUCATION:

Minimum of a bachelors degree in business administration Finance Accounting or work experience in lieu of bachelors degree. Must have demonstrated quantitative and qualitative to understand speak read and write English and Spanish.

CERTIFICATIONS/LICENSES:

N/A

EXPERIENCE:

Minimum three years of relevant experience in the financial industry with a preference for experience in handling client servicing activities.