Client Service Senior Specialist (New York) (Banking)

JOB PURPOSE:

Client Service

The regional client service specialist / RM support is responsible for answering client enquiries related to local New York cash management products and the bank’s online banking platform (GPP) on a reactive basis and work closely with the dedicated Cash Management Specialist for more technical enquiries for New York. Customer needs and inquiries are covered in close cooperation with the responsible Relationship Manager and/or product specialist.

GPP support include,

(i) Draft eBanking documents – contracts/forms; (ii) eBanking user set-up; (iii) Lock/Release eBanking user access; (iv) Statement delivery set-up; (v) GPP training to customers; (vi) eBanking troubleshooting; (vii) Payment file diagnostics; and (viii) offboarding, e.g. deletion of user set-up and user access.

Cash Pooling include,

(i) coordinate with responsible teams for Cash Pooling set-up/modification/deletion; (ii) be responsible for monthly interest report for the client; (iii) prepare monthly ETL calculation, and (iv) be the first level contact of clients for daily operation query and issue escalation.

Other Cash Management Product Support includes,

(i) Reactive support of clients; (ii) Co-ordinating client and internal department correspondence, notification and messages; (iii) Emailing of customer reports, contracts, user set up forms, monitoring of contract returns and archiving customer documents and set up of user in cash product portals; (iv) Entering requests into the respective ordering systems and/or forwarding of orders to the responsible area; taking into account all necessary data quality aspects by using the IT systems and applications made available by the bank

The incumbent will be responsible for the following tasks:

• Ensure close collaboration with internal stakeholders.
• Ensure service quality for all branches coverage.
• Ability to gain a good understanding of team responsibilities and provide necessary support to Team Head when necessary.
• Proactively contribute new ideas and concepts to the team.
• Acting as mentor and subject matter expert for client services.
• Support HoD in all initiatives for the benefit of the team and organization.
• Perform any other duties which may be assigned from time to time.

KEY ACTIVITIES:

Client Service

• Reactive support for GPP and client payment enquiries.
• Support internal department enquiries and reporting
• Contractual services and well as technical and general support for International Corporates Relationship Managers.
• Autonomous and reactive coverage of cash management clients that were clustered in Tier 4 by International Corporates Relationship Managers.
• Issuance and mailing of GPP contracts and monitoring of return of contracts.
• Support of ad-hoc client initiatives together with the International Corporates Relationship Managers.
• Support handling of customer enquiries taking into consideration the bank’s economical requirements, rules, and regulations as well as compliance related tasks.

Compliance / Regulatory

• Adherence to the bank’s governance policies and procedures and related Compliance tasks within the 1st Line of Defense concept of the bank.
• Support the International Corporates Relationship Managers in Compliance/Governance topics with respect to trade finance and cash management products: Ensuring adequate knowledge of the client and understanding of its business nature to comply with 1st Line of Defense concept, which includes local policies, internal regulations of the bank aimed at Anti Money Laundering (AML) and Counter Financing of Terrorism (CFT).
• Acting in line with the Code of Conduct and ComWerte and especially always uphold the Culture of Integrity.
• Responsible, together with the respective local and/or global business/support/product unit and the relevant legal support that the bank facilities, for complying with local laws and provisions (amongst other things, regulatory requirements, labour laws, tax and commercial laws). Additionally, he /she is, together with the respective local and/or global business/support/product unit, responsible to comply with the relevant internal regulation of Commerzbank that the bank has ensured to make it publicly known to the employees.

REQUIREMENTS:

• University degree / diploma / tertiary education
• Senior Specialist with about 3 or 4 years experience specialized in Business Administration or relevant.
• Required language(s): Fluent verbal and written in English are required.
• Required Skill(s): MS Office Suite
• Strong team player with strong interpersonal and communicative skills.
• Capable of working effectively under pressure as well as meet given deadlines.
• Passionate about the role, high self-drive, hardworking & self-motivated.
• Interest to work in a new and developing organization.
• Meticulous and detail orientated.

This position is based in Kuala Lumpur, Malaysia. Position coverage Mon – Fri, 9pm – 6am (Malaysia time) except on New York holidays.