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Client Service Officer
Deutsche Bank
Jacksonville, FL, United States
Job Details - this job has expired, please see similar jobs below
About Deutsche Bank
We are Germany’s leading bank with strong positions in Europe and significant presence in the Americas and Asia Pacific. We’re driving growth through our strong client franchise, investing heavily in digital technologies, prioritizing long-term success over short-term gains, and serving society with ambition and integrity. We serve our clients’ real economic needs in commercial and investment banking, retail banking and transaction banking, and provide ground-breaking products and services in asset and wealth management. That means a career packed with opportunities to grow and the chance to shape the future of our clients.
Department
The Global Transaction Banking division of Deutsche Bank combines all cash management services for our corporate clients. Cash management has gained in importance and has become increasingly the focus of attention for corporate treasurers over the last years. The challenge for Deutsche Bank is to provide our multinational clients with Cash Management solutions tailored to their specific needs, especially electronic banking products, payment services, liquidity management and other value added services. In order to meet this challenge, optimal combination of products and services with a dedicated Client Deal Team of Sales, Relationship Managers / Coverage team, Implementation, Customer Service, Electronic Banking and Product Managers is a prerequisite. In addition, our intimate understanding of the Cash Management strategy of our clients plays a key role in the successful implementation of Cash Management solutions.
Deutsche Bank offers state-of-the-art Cross Regional Cash Management products and solutions, as one of the major banks on the global scale. Our ability to provide dedicated personal support to Global brand named corporate clients is critical to maintaining our position as a leading major industry player.
Function
Client facing position. The Customer Service Officer is responsible to ensure excellent service to a portfolio of our most important clients on a global or Cross Regional basis. This involves proactively reviewing, monitoring and improving the service levels, building a good understanding of the clients’ business as a basis for consultancy on new business and prioritizing issues in day to day business, acting as a sparring partner for internal (e.g. Sales, Implementation, Relationship Management) and external counterparts.
To fulfil the role as the clients advocate within the global Cash Management organization, you will act upon high complex client inquiries or escalations, to resolve them by taking ownership and revert with a final response. Take care of client satisfaction so that it is easy to do business with Deutsche Bank and service is the reason to stay.
Responsibilities:
• Reports to the Head of Implementation and Service or respective team lead
• Management of a portfolio of selected Global Brand Name clients, providing a dynamic, sensitive & professional contact point and coordinator for all their strategic and day-to-day service needs upon hand over from the Implementation team
• As the dedicated focal point and the face of Deutsche Bank Cash Management, receive inquiries from selected clients and respond immediately or hand over to the appropriate operational units for handling, utilizing our web based tracking & monitoring tool to co-ordinate, follow up and provide status updates and final resolution to those clients
• Respond to account / transaction related inquiries and provide solution in close coordination with internal departments or other Implementation and Service units abroad
• Liaise closely with global & regional Cash Management Implementation, Sales, Product Management and service teams in a dynamic international environment
• Gain a comprehensive account overview on complex and customized cash management solutions and provide a proactive service, e.g. provide recommendations for service and automation improvements
• Provide local assistance / support for the Cross Regional customer service team network when required
• Work in close collaboration with Sales to ensure optimal client coverage around daily service needs
• Organize and lead meetings on issues and escalations that affect client’s Cash Management operations. Take responsibility/ownership for the identified issues until a successful resolution is implemented
• Act as liaison and end to end escalation point between client and respective business units within Deutsche Bank and develop Contingency plans for clients if applicable
• Engage cross regional partners regularly to ensure our clients’ needs are met
• Proactively monitor important transactions
• Create and maintain detailed Service plans for client portfolio which contains detailed information on the Cash Management scope for the client
• Responsible for billing reviews. Negotiate any discrepancies found with Sales and client and coordinate the pricing correction in the various countries
• Identify cross-selling opportunities and to liaise with Sales about further follow-up
• Act as knowledge owner and liaison between I&S teams and Product Management for dedicated subjects
• Responsible for updating standard operating procedures (formal/informal processes)
• Participant in local work cell or stakeholder meetings
• Initiate, coordinate and monitor service improvements and efficiencies (i.e. inflow reduction) that benefit the client and/or the bank by actively liaising with responsible stakeholders locally or globally
Personal Competencies:
• Strong client focus
• Experience from a Client Service, Product Implementation or Operations perspective with experience in Corporate Cash Management
• Ability to manage inquiries timely and accurately
• Ability to balance between Deutsche Bank interest and client’s interest
• Make decisions within guidelines and policies to avoid risks
• Strong interpersonal and communication skills
• Analytical, decisive and problem solving skills
• Ability to take full ownership and responsibility across the Cash Management organization
• Flexibility and willingness to work autonomously
• Ability to withstand stress, organize and set priorities to meet deadlines/targets while remaining responsive, calm and attentive to client needs, proactive mind-set
• Strong interpersonal and communications skills, verbal and written
• Accurate, first time right attitude
• Ability to encourage and persuade colleagues around the global Deutsche Bank infrastructure to obtain specific, accurate and timely answers/solutions for clients
• Continuous improvement capabilities
Education, Knowledge, and Working Experiences:
• Bachelor’s degree or equivalent
• Client Service or Product Implementation experience
• Proficient written and spoken English, other languages would be an asset
• Good knowledge of Microsoft software applications Word, Excel and Power Point
• Skills for e-banking and back-end systems would be an asset
• Experience in Cash Management or similar environment (e.g. treasury) in a large financial institution
• Good understanding of corporate cash management products as well as domestic and international payment methods and instruments
• Good knowledge of European Clearing systems, global domestic clearing systems, SEPA and payment mechanisms, including an awareness of new developments in the marketplace – e.g. e-commerce, block chain technology and FinTech industries
For candidates applying for positions in the US:
Deutsche Bank is an Equal Opportunity Employer - Veterans/Disabled and other protected categories. Click these links to view the “EEO is the Law” poster and pay transparency statement.