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Global Custody Agency Services Client Service Rep

Chicago, Illinois

Job Description:

The client service advisor manages a book of GCAS accounts consisting of Custody, Escrow, and IPA products.   Candidate must be on hand to offer premium client service and provide assistance with daily client queries and assist with the relationships between our clients and operations groups. Up to date market knowledge on key initiatives and developments within the trade settlement space are essential. In the role you will be the main escalation point for all operational issues and will serve as client advocate within BofA to ensure all clients’ needs are met.

Responsibilities:

• Subject matter expert for client queries regarding trades, positions, lifecycle events, fees, reporting, and product offering
• Navigate the organization (central point of contact for client) by doing research and/or internal outreach to get responses to client queries and escalations
• Escalation point for clients as well as internal teams that are looking to drive resolution on critical initiatives and key BAU flows like fails management, admin act reviews, closure requests
• Review and understand governing documents for the client’s applicable operational flows
• Coordinate client requests for additional access to the Mercury and/or CashPro portal
• Establish frequent dialogue with the Sales team keeping them abreast of client concerns or product asks and tracking this via internal databases
• Establish regular meetings with priority clients to drive discussions around metric trends, outstanding issues (OILs), and strategic industry focus areas.
        o Meetings should encompass a holistic view of the operational side of the relationship (Trades, Asset Servicing, Cash, Fees, Reporting, etc.)
        o Meetings should have set agendas, accompanied by presentations where applicable, and should be followed up with call reports
• Work with Client Service management to establish prioritization on priority client OILs, keep OILs updated in SharePoint, and ensure regular focus on moving solutions forward
• Work with clients to move them toward self-service opportunities on the portal, reduce client accommodations, and use etask/tableau metrics to look at opportunities for reducing manual processes
• Maintain client profiles, procedures and up to date contact information

Requirements:
• The role will demand that the candidate is a strong communicator and leader, as the function demands frequent interaction with business partners as well as clients
• The candidate must be able to work in a fast paced environment and be an effective multi-tasker
• The candidate should be able to act without immediate supervision and have the ability to take ownership of tasks/processes 
• The candidate should be able to evaluate the risk elements of such a client facing role and ensure tasks are carried out in a controlled fashion
• Candidate should be proficient in Microsoft Excel, Word and PowerPoint
• The candidate must have a working knowledge of equity and fixed income instruments, SWIFT, DTC/FED/Euroclear/Local Market security movement
• Knowledge of industry rules and regulations, as well as common street wide business practices is required

Other Qualifications:
• Candidate should have experience with Global Plus or similar custody platforms
• Experience working in a global environment with outsourced partners would also be considered as a benefit
• Written and verbal proficiency in Spanish is a benefit
-Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
∙ Excels in working among diverse viewpoints to determine the best path forward.
∙ Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
∙ Commitment to challenging the status quo and promoting positive change.
∙ Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
∙ Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The client service advisor manages a book of GCAS accounts consisting of Custody, Escrow, and IPA products.   Candidate must be on hand to offer premium client service and provide assistance with daily client queries and assist with the relationships between our clients and operations groups. Up to date market knowledge on key initiatives and developments within the trade settlement space are essential. In the role you will be the main escalation point for all operational issues and will serve as client advocate within BofA to ensure all clients’ needs are met.

Responsibilities:

• Subject matter expert for client queries regarding trades, positions, lifecycle events, fees, reporting, and product offering
• Navigate the organization (central point of contact for client) by doing research and/or internal outreach to get responses to client queries and escalations
• Escalation point for clients as well as internal teams that are looking to drive resolution on critical initiatives and key BAU flows like fails management, admin act reviews, closure requests
• Review and understand governing documents for the client’s applicable operational flows
• Coordinate client requests for additional access to the Mercury and/or CashPro portal
• Establish frequent dialogue with the Sales team keeping them abreast of client concerns or product asks and tracking this via internal databases
• Establish regular meetings with priority clients to drive discussions around metric trends, outstanding issues (OILs), and strategic industry focus areas.
        o Meetings should encompass a holistic view of the operational side of the relationship (Trades, Asset Servicing, Cash, Fees, Reporting, etc.)
        o Meetings should have set agendas, accompanied by presentations where applicable, and should be followed up with call reports
• Work with Client Service management to establish prioritization on priority client OILs, keep OILs updated in SharePoint, and ensure regular focus on moving solutions forward
• Work with clients to move them toward self-service opportunities on the portal, reduce client accommodations, and use etask/tableau metrics to look at opportunities for reducing manual processes
• Maintain client profiles, procedures and up to date contact information

Requirements:
• The role will demand that the candidate is a strong communicator and leader, as the function demands frequent interaction with business partners as well as clients
• The candidate must be able to work in a fast paced environment and be an effective multi-tasker
• The candidate should be able to act without immediate supervision and have the ability to take ownership of tasks/processes 
• The candidate should be able to evaluate the risk elements of such a client facing role and ensure tasks are carried out in a controlled fashion
• Candidate should be proficient in Microsoft Excel, Word and PowerPoint
• The candidate must have a working knowledge of equity and fixed income instruments, SWIFT, DTC/FED/Euroclear/Local Market security movement
• Knowledge of industry rules and regulations, as well as common street wide business practices is required

Other Qualifications:
• Candidate should have experience with Global Plus or similar custody platforms
• Experience working in a global environment with outsourced partners would also be considered as a benefit
• Written and verbal proficiency in Spanish is a benefit
-Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
∙ Excels in working among diverse viewpoints to determine the best path forward.
∙ Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
∙ Commitment to challenging the status quo and promoting positive change.
∙ Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
∙ Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21052104

Band: H5

Manages People: No

Travel: Yes, 10% of the time

Manager:

Talent Acquisition Contact:

Kimberly Ravlich

Referral Bonus:

0

Street Address

Primary Location:
540 W Madison St, IL, Chicago, 60661