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Client Support Services Specialist

3 months ago

Montréal, Canada BNP Paribas Full time

CLIENT SUPPORT SERVICES SPECIALIST (JOB NUMBER: USDC-022223-001-SOS)

In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal's Top Employers in 2023. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal.

**The position at a glance**

The USD Clearing & Payment middle office function is performed by Client Support Services (CSS), which is a group reporting into Payment & Clearing Solutions (PCS). CSS is responsible for the management of Risks, Client reporting and analytics as well as supporting Network Clearing North America (NCNA) and Product Management by ensuring full transparency of limits, funding and operations bookings.

Its core responsibilities are as follows:

- Proactive monitoring and support to US dollar clearing client base.
- Credit, funding and transaction limit management and oversight.
- Managing Client’s reporting and analytics.
- Act as liaison between the back office and client/front office as applicable

**In detail**
- Serve as main contact point for the network and help resolve all issues related to the USD/CAD clearing business
- Support the overall day to day business relationships of BNPP Network USD and CAD Network Clearing Clients at an account level.
- Coordinate with various stakeholders in the business as required.
- Drive processing efficiency by improving the overall USD straight through processing rate over 95% at the client level.
- Drive customer satisfaction by working closely with our clients to improve the service provided to them.
- Escalate service level inquiries as appropriate.
- Oversee key control processes with respect to billing, risk and management reporting, at client level.
- Hold regular ongoing dialogue with NCNA, PCS and other stake holders to ensure we maintain excellent level of service to the network.
- Review and analyze reports related to client’s activities i.e. wire transfers, and non-payment SWIFT messages.
- Recommend and monitor KPI’s making sure that SLA’s/turnaround times are being met.
- Make recommendations for procedural changes where deemed necessary.
- Analyze various control reports and make recommendations for efficiency gains
- Keep abreast of changes both reporting and operational to meet/enhance the demands of our clients.
- Interpret, manipulate and analyze data to produce meaningful dashboards keeping in mind the mission statement of CSS, i.e. improve client experience.
- Work closely with the development teams to create and implement suite of quality Management reporting.
- Work with stakeholders to understand their data and how it can best be leveraged to meet client’s requirements.
- Provide additional insights into data trends through analysing and understanding the patterns within the various data sets.
- Investigate issues, determining root causes and obtaining resolution.
- Assist in preparation of Monthly/Quarterly Dashboards/Cockpits.
- Make direct contribution to BNPP operational permanent control framework.

**The strengths and skills that will help you succeed**
- Bachelor's Degree in Administration or in a related field
- Minimum 1 year of banking experience and/or in Correspondent Banking, Payment Operations and/or Cash Management Product within a major bank active in USD Clearing
- Bilingualism in French and English is required
- Knowledgeable of International wires transfers, SWIFT and local clearing systems
- Knowledgeable of Funds Transfer operations as well as the rules and regulations which govern it
- Experience with Tableau data visualization, Power BI and Python coding is not mandatory but will be considered an asset
- Excellent attention to detail and accuracy
- Highly effective communicator, written and oral, with good interpersonal and customer service skills
- Self-motivated and ability to multi-task in a high-volume and fast-paced environment with precision
- Ability to work in a highly autonomous team environment with mínimal supervision
- Strong: Organization skills, Critical thinking, Resourcefulness and creativity.

**What’s in it for you**

In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering. Hybrid work arrangements, such as remote working up to 50% and flexible working hours are available for most positions. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally.

To find out more about our range of benefits, click here

**What you need to know**
- If you are selected to participate in the recruitment process, please inform Human Resources o