Location: Bogota, Colombia

 

As a Client Service Account Manager (CSAM) you will act as clients’ primary point of contact for their day-to-day treasury operations. Also you will be accountable for a portfolio of key Wholesale Payment clients acting as an escalation contact, ensuring all client service related tasks are completed promptly with a high degree of quality and efficiency. The CSAM ensures 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 to account maintenances and the business as usual.

The CSAM will act as the client advocate and drive internal coordination by partnering with Sales, Product, Operations, Technology, Risk and Compliance to deliver service excellence. As the Client Service Account manager you will also support ongoing overall relationship health monitoring to forecast client “temperature” and facilitate regular discussion with Sales and the Global Corporate Bank.

 

Job responsibilities

 

• Client Service Account Managers have direct responsibility for servicing client portfolio as a

central point of resolution and escalation for service issues, liaises with bank partners to manage issues

• Take 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, skills and capabilities

 

• Minimum of 3+ years of relevant industry and/or functional experience. 
• Bachelor’s degree required.
• Fluent in English written/verbal is a mandatory to apply
• 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 objectives
• Proficiency 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.

 

As a Client Service Account Manager (CSAM) you will act as clients’ primary point of contact for their day-to-day treasury operations