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Relationship Associate (Customer Service) : 20-00779
Ref No.: 20-00779
Category: Technical Support & Customer Service
Location: Santa Rosa, California
Primary Skills: Client Relationship, Portfolio, KYC, AML, ACH, On-boarding, Transactions, Deposit,  Banking Products, Fraud.
Duration: 6+ Months (possible extension/ Conversion)
Contract: W2 only

 
JOB DESCRIPTION:
  • Develops and maintains consultative relationships with a portfolio of clients and serves as the point for all deposit and operational issues, including, but not limited to: on-boarding; account maintenance including recommending modifications or additions to products or programs; and on-going training or education to services and products. Works under very limited supervision and has expanded skill set that is applied to the essential functions.
  • Utilizes knowledge to resolve moderately complex issues. Conducts analysis/research of complex, non-routine problems to identify potential solutions and reviews and gains approval from leadership/point of escalation prior to execution/implementation.
  • Provides ongoing advice and support to clients on all activity related to client accounts including assessing risk related transactions and has discretion and authority within assigned portfolio to assess and manage risk.
  • On-Boarding of New Clients or adding accounts for existing clients may include direct action or coordination of on-boarding activities with other internal partners. On-boarding activities may include, but not limited to the following:
  • Gathers and validates all relevant legal documentation to adhere to Know Your Customer (KYC) and Anti-Money Laundering and other banking regulations,
  • Prepares necessary bank documents and establish client records.
  • Reviews account information once active and contact client with instructions and introductory training.
Account Maintenance comprises an extensive number of different types of transactional activities.
  • Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, developing solutions, escalating, or engaging the Deal Team or Product Advisors. Applies solid skills and knowledge to execute these activities, including, but not limited to: utilization of authority matrix to ascertain appropriate scope of actions; analysis of risk by reviewing current and historical transactions; and determining when and who to escalate to resolve issues.
  • Identifies potential additional products/services and collaborates with other internal partners to advise the client on options to improve client experience, minimize risk, and/or positively influence change in client operations related to bank needs.
  • May advise clients on options to positively influence change in their operations.
Account Maintenance activities include, but are not limited to the following:
  • Manages overdrafts
  • Verifies wire transactions
  • Updates account signers
  • Investigates fraud issues
  • Researches transactional activities
  • Provides support or training on on-line self-service tools
  • Handles requests for additional products (such as credit cards)
  • Approves fee waivers.
QUALIFICATIONS:
  • Possess extensive knowledge related to bank deposit and cash management products and services, including but not limited to online banking platforms, account reporting, cash management disbursement and collection solutions. Knowledge of bank and/or financial products include, but not limited to:
  • Depository products (DDA, CD, MMA, Electronic Deposit Capture, account analysis),
  • Cash management products (Business Bill Pay, RDC/Mobile, Business Credit Card, Sweep, ACH, FCS, TAG),
  • International products (Letter of Credit, Foreign Exchange, Multi-Currency accounts).
  • Solid understanding of routine client inquiries including, but not limited to: general account and/or product support inquires; user administration inquiries and associated online training; operational troubleshooting for all products and services; liaison between client and internal business partners for problem resolution; and fraud monitoring, risk identification/resolution.
     To follow up with any questions, please contact Simant at 408-907-2727.
 
Akraya is an award-winning IT staffing firm and the staffing partner of choice for many leading companies across the US. We offer comprehensive benefits including Health Insurance (medical, dental, and vision), Cafeteria Plan (HSA, FSA, and dependent care), 401(k) (enrollment subject to eligibility), and Sick Pay (varies based on city and state laws).
 
If this position is not quite what you're looking for, visit akraya.com and submit a copy of your resume. We will get to work finding you a job that is a better fit at one of our many amazing clients.
 
Akraya is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Akraya is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.