Responsibilities

• Provide day-to-day personalized customer service following the quality standards defined by the Bank for this client segment
• Ensure transactions are processed within service levels by all units of the Bank; escalates to Management issues related to products and transaction processing, and follows through their resolution
• Address and solve client concerns, claims and queries, ensuring that the process of customer claim resolution is administered within the established parameters of quality and efficiency
• Coordinate with multiple units of the Bank to exceed customer service expectations; and regularly follows up on the status of customer requests
• Keep abreast of banking products and services, as well as the processes associated with their delivery
• Prepare, upon request, activity reports related to customers' transactions, coordinate credit cards issuance, travel memos, card activation, payments, and temporary credit line increases
• Open new accounts, new time deposits and renewals; process the inclusion and exclusion of cosigners and other maintenances, contact customers for the activation of dormant accounts and the update contact information; confirm and process manual and I-wires, reference letters, checkbooks, stop payments, and debit cards
• Prepare loan documentation packages collaborating with the respective units, process new Credit Cards and credit line increases through the loan systems. Process loan advances, pay-offs and pay-downs; and prepare and submit for management approval Pledge Releases. Gather documentation and prepare package for PEP's approvals
• Assist customers with enrollment of E- statements, for deposit accounts, credit cards and loans.
• Obtain required documentation from customers to cure exceptions and past due loans maintaining these indicators within Bank standards
• Perform annual review of Pledge Accounts for existing Lines of credit/loans, monitors overdrafts, loan maturities, exceptions, and past dues daily.
• Review significant balance changes and anti-money laundering activity reports for AML/BSA purposes validates transactions and supporting documentation with the customer.
• Maintain customer files in compliance with regulations. Prepare and update KYC/KYA's and annual certifications of high-risk accounts
• Process account closing arising from BSA matters. Respond to OFAC possible hits and contact customer to obtain information as required. Responds to audits of assigned customer portfolio by internal, external and compliance auditors.
• Answer BSA/AML inquiries accurately and timely. Report any unusual activity that cannot be validated to BSA liaison and to supervisor. Adhere to compliance policies and procedures
• Report and handle fraud cases working with the customers and the Fraud Prevention Unit
• Performs additional duties as assigned.

Required Skills/Experience/Education

• 3+ years of experience servicing high net worth customers in a financial institution.
• Proven experience selling and maintaining banking products and services including deposit account, time deposits, consumer loan products, credit, and debit cards.
• Applied knowledge of banking regulations.
• Ability to initiate and establish relationships with colleagues, management, and customers.
• Must be fully Bilingual (English/Spanish) - both writing and speaking.
• Proficiency using the Microsoft Office Product Suite including Outlook, Word, Excel, and PowerPoint.
• Must be a team player, have the ability to work under pressure, conduct business in a professional manner, be able to resolve problems and conflicts, prioritize work and manage time effectively.
• Must communicate effectively verbally and in writing
• Apply a customer centric approach to customer interactions.
• Professional appearance

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.