Client Service Officer

CLIENT SERVICE OFFICER - CSD (JOB NUMBER: OPS-022422-001-ARC)

At BNP Paribas Canada, it is our employees which make the difference... Our 75 nationalities are part of our diversity

Do you like challenges, a structured framework, the prospect of optimizing and innovating? You are known for your originality and want a certain freedom to think while sharing your knowledge and ideas?

**... Come help us contribute to the growth of our Canadian platform**

**You will benefit amongst other things from**:

- Access to social volunteer and recreational programs, via our many Employee Resource Groups (ERGs)
- Opportunities for career development through active internal mobility and our innovative training program: Canada Academy
- A brand new workspace, flexible, comfortable and easily adaptable to your needs: remote work opportunities, standing desks, innovation lab., open meeting rooms and spaces

**REPORTS TO**
- Client Service Manager or Client Service Team Lead, Montreal

**MISSION AND OBJECTIVES**

The Corporate Banking Client Service team is tasked with two main missions.
- Providing general support for our Corporate Banking Cash Management and Trade Finance products (Internal & External customers) inclusive of e-Banking suite of products.
- Providing the “Americas” clients with a single point of contact that is responsible for onboarding and ongoing support for the various products & services offered as well as related operational needs.

The Corporate Banking Client Service Team must be client focused and operationally savvy. This team provides various levels of support - L1, CMTO, L2, Documentation, Static Data & Integration for Internal and External Clients covering various products and services offered by the bank. The team is tasked with issue resolution, escalation when appropriate, seeks answers, and follows up/tracks all inquiries, potentially including those which may be beyond their area of expertise and remit.

The mission of the team is to “triage” questions or concerns, address and or escalate where necessary, ensuring prompt attention and follow up for full and complete answers to the client (internal or external). The position will require development and understanding of both business knowledge and technical understanding of the services provided by the bank. Client satisfaction is the primary mission of the team.

**MAIN RESPONSIBILITIES**
- Represent BNP Paribas to its customers in keeping with the highest standards of quality in terms of content and presentation
- Facilitate the client on-boarding in coordination with other stakeholders (Internal & External)
- Facilitate registration, maintenance and support tasks for the various Electronic Banking Suite of products offered by BNP Paribas:

- Handle documentation and coordination for: Setup/Modification/Deletion of Company/Accounts/Users
- Provide product trainings, demos and ongoing assistance
- Handle basic technical / functional trouble shooting and support
- Provide feedback on customer experience either via standard tools (call log, reports) or on an ad hoc basis (crisis escalation to line Manager and Relationship Manager):

- Proposal of system enhancements and new ideas/solutions based on client feedback
- Refer any marketing opportunities to Client Relationship Unit if applicable
- Handles coordination of customer request to various departments
- Assist in handling of Legal Documentation activity and maintenance of client Static Data information.
- Participate in UAT (User Acceptance Testing) and other business case testing as needed
- Maintain expertise on all product lines and systems supported/used by the team
- Participation in department meetings and other activities of the bank
- Handle various tasks and projects which may be assigned by manager from time to time

**REQUIREMENTS**

**TRAINING AND OCCUPATIONAL EXPERIENCE**:

- University degree, preferably Bachelor in Business Administration or IT
- 2 years’ work experience in the field of banking operations/client service
- Experience in legal documentation and/or project management would be considered a strong asset

**ESSENTIAL SPECIFIC REQUIREMENTS**:

- Proficient in MS Office (Word, Excel & PPT)
- Good working knowledge/understanding of Computers/Systems/Electronic Banking Platforms/ERP Systems
- Good working knowledge of Cash products (Payment Structure, SWIFT MTs, etc.) and basic understanding of Trade products (LCs, SBLCs, BGs, etc.)
- Good time management skills with the ability to work accurately while under pressure
- Languages: Fluent in French & English (mandatory); fluency in Spanish and/or Portuguese would be considered a strong asset.
- This requirement could indicate “FLUENT IN ENGLISH & SPANISH (mandatory)” - depending on post needed.

**SKILLS AND BEHAVIOURS**
- Leadership and Organizational skills
- Strong customer service skills
- Detail oriented
- Highly effective communicator, written and oral, with good interpersonal skills
- Ability