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Operations Associate - 17-02211
Ref No.: 17-02211
Location: Newton, Massachusetts
Position Type:Contract
Operations Associate (Customer Svc)​
  • Handle inbound calls, emails and tickets from internal and external customers which may include account research and resolution of product questions or issues.
  • Provide service center support for inquiries from clients, Operations staff, relationship advisors, etc. Assist with client inquiries and onboarding as necessary.
  • Complete transactions such as new account setup, account maintenance, account closures, new account requests, research, troubleshooting, etc.., and other duties as assigned.
  • Participate in team meetings, plan and achieve department and individual goals and build positive relationships with internal and external clients.
  • Collaborate with team members to ensure procedures are current and documented.
  • Participate and contribute on cross-functional committees as assigned.
  • Complete task assignments such as statement generation, mailings, monthly reporting.
  • Handle the implementation and/or callback process for the deposit boarding which may include new client information files, deposit accounts, online banking enrollments and cash management products.
  • Communicates regularly with internal clients, team members, and management on any exception items
  • Communicates regularly with internal clients, team members, and management on any exception items. Provides operational support to internal business partners, including but not limited to Relationship Advisory Services, Sales teams, and internal Business Partners.
  • Responsible for the department's daily operations, monitoring of department reports, and compliance with bank regulations.
  • Manages assigned client relationships working concurrently to support with Client Services and Operational tasks. Boards deposit accounts onto core banking platform, provides operational expertise to clients, internal business partners, and sales teams.
  • Assists Client Services team with migration of customer accounts from one Bank platform to another.
  • Assists with team interactions, including communications and deposit/loan product support, with Client Services, Product groups, and business partners.
  • New-account data entry and documentation.
  • Coordinate the account opening process including digital onboarding via DocuSign.
  • Assist staff with other clerical duties as assigned.
  • Minimum 4 years of general work experience.
  • Basic MS Word and Excel skills. Familiarity with wire processing preferred.
  • Pull records from multiple company systems, verify all documents.
 
  • 3-4 years client service experience, preferably working with high net worth clients.
  • Knowledge of software applications are a plus: Microsoft CRM, CBS (Client), Remedy case tracking systems or equivalent.

Under general supervision, perform tasks and provides outstanding client service that support the Bank's wire transfer products, including confirmation of outgoing/inbound wire requests and authorization of non-standard wires, with both external and internal clients, input and verification of USD wire requests; input and verification of some international, foreign currency transfers; maintenance of databases and statistical information.
Ensures compliance with all Bank and regulatory policies and procedures and disclosures.

Qualifications:
  • Ability to consistently deliver responsive high touch client service with a positive attitude in dynamic service environment.
  • Minimum 3 years consultative client services and operations in financial services, preferably assisting high net-worth clients.
  • Demonstrated client relationship building experience through deep and immersive client relationships.
  • Broad knowledge of financial services products and the use of a customer relationship management systems are preferred (i.e. Microsoft CRM).
  • Familiarity with risk management and loss mitigation standards in a financial institution environment.
  • Ability to multi-task in a high production environment working across different business groups and with multiple operational platforms.
  • Bachelor's Degree or equivalent work experience required.
  • Intermediate-advanced verbal/written communication and interpersonal skills.
  • Detail oriented. Strong organizational and time management skill.
  • Ability to multi-task and work independently and under moderate supervision in a high production, client focused environment. Knowledge of key Banking platforms such as Miser, CBS, CRM, Remedy, etc. is preferable.
  • Ability to quickly and independently solve moderately complex problems.
  • Strong presentation skills and ability to articulate the Private Bank value proposition with both individual clients and in small group sessions.
  • Ability to work as a flexible and collaborative member of cross functional teams is essential.
  • Functional knowledge of office software including the suite of Microsoft office products including Excel and PowerPoint.

This role can be done in either Newton, MA or Santa Clara, CA.