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Operations and Wire Transfer Manager
Ref No.: 17-03050
Location: Miami, Florida
Position Type:Full Time
The Operations and wire transfer Manager will process cash and check deposits, fulfills currency and coin orders through cash vault services, provides retail and wholesale lockbox collection services, wire transfer services, and Treasury Management (TM) products and services, including monthly billing statements for Business Banking, Wholesale, International, and TM customers.
The Operations and wire transfer Manager is responsible for initiating high risk, high volume, and large dollar (US dollar and foreign currency) international, domestic, tax, etc. wire transfers via phone for consumer, business, wholesale, and Wealth clients, including regulatory Dodd Frank eligible payments. This position works closely with our Foreign Exchange Sales team to assist the client in booking rates/contracts for all Private Bank wires and wires exceeding $100K USD. This position also responds to complex wire inquiries from internal and external customers regarding wire transfer customer agreements, wire investigation cases, incoming wires, wires pending Risk and OFAC review, and wire cancellations.

The Operations and wire transfer Manager duties include processing/creating routine to complex transactions, resolving complex customer service inquiries in a timely manner, placing calls to customers on incoming wires, and processing return notification emails and calls as needed. The Operations and wire transfer officer is responsible for handling customer issues efficiently, and escalating them to management when necessary. This position participates and supports overall customer service goals and service level agreements, and is required to communicate with other departments or managers to resolve customer issues. Failure to adhere to the regulatory policies/procedures in this role could lead to increased reputational, regulatory, and legal risk, as well as negative customer impact.

Required Qualifications

  • 5+ years of experience in customer service, operations or a combination of both

Desired Qualifications

  • Knowledge and understanding of foreign and domestic wire transfers processing
  • Management experience is a plus
  • Ability to identify risk factors and provide alternatives to mitigate
  • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
  • Customer service focus with the ability to respond to requests in a timely manner
  • Ability to follow policies, procedures, and regulations
  • Knowledge and understanding of compliance and legal requirements: protecting customers, Anti Money Laundering (AML), and fraud risk
  • Strong organizational, multi-tasking, and prioritizing skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Knowledge and understanding of internet or intranet-based business systems
  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills
  • Excellent verbal, written, and interpersonal communication skills
  • Bilingual speaking proficiency in Spanish/English
Third Party Applications Not Accepted