Become a trusted partner to key clients as a Client Service Account Manager on our Wholesale Payments team, where your expertise will drive service excellence and client satisfaction. 

As a Client Service Account Manager (CSAM) within the Wholesale Payments team, you will act as clients’ primary point of contact for their day-to-day treasury operations. You will be accountable for a portfolio of key Wholesale Payment clients, acting as an escalation contact and ensuring all client service-related tasks are completed promptly with a high degree of quality and efficiency. You will ensure clients' needs and expectations are formally discussed and analyzed to maintain quality standards, managing efficiently incoming telephone calls, emails, as well as the administrative portion associated with account maintenance and business as usual. You will act as the client advocate and promote internal coordination by partnering with Sales, Product, Operations, Technology, Risk, and Compliance to deliver service excellence. You will also support ongoing overall relationship health monitoring to forecast client “temperature” and facilitate regular discussions with Sales and the Global Corporate Bank.

Job responsibilities

Be responsible for servicing client portfolio as a central point of resolution and escalation for service issues, liaises with bank partners to manage issuesTake ownership for problems and escalate to ensure timely resolution whilst leading internally through to resolution.Acts as proactive partner, reaching out to clients to assess progress, client satisfaction, and potential impediments to a high level of service satisfaction.Identifies and addresses product/service gaps and development opportunities, recommends and participates in product enhancements and service delivery plans.Partners with Sales on daily basis to deliver service excellence.Convey complex ideas and client issues with confidence analyzing client behavior and trends to propose service efficiencies.Adheres 100% to service case tracking guidelines and ensures client's compliance with risk policies/practices and educates clients on new legal/ regulatory/ cyber changes.

Required qualifications, capabilities and skills

Minimum of 3+ years of relevant industry and/or functional experience. Bachelor’s degree required.Fluent in English written/verbal is a must.Clear understanding of financial system.Excellent interpersonal skills with a genuine desire to help and service others, coupled with an ability to use sound judgement to prioritize and act with sense of urgency when required.

Preferred qualifications, skills and capabilities

Excellent communication skills and ability to effectively partner with internal colleagues and external clients.Use of technical knowledge and client product to produce value-added solutions meeting business objectivesProficiency in business applications, Microsoft Word, Excel, and PowerPoint with strong Data Analytic skills.Strong time management skills in a fast paced environment; demonstrating ability to balance competing priorities and being flexible with working hours when business needs arise.