Client Service Officer (Associate)

About the Role

The Client Service Officer (CSO) in Miami is a key support role for Institutional Cash Management (ICM) clients across Latin America. The CSO delivers proactive, reliable, and high-quality service to Institutional Client Group (ICT) clients, with a focus on those with significant Trade Finance and Financial Institutions (TFFI) needs. This role involves managing day-to-day inquiries, transaction support, investigations, issue resolution, and coordination across cash and trade services. The CSO will collaborate with internal stakeholders in Service, TFFI, Cash and Trade Operations, Product, Sales, Implementation, and control functions. A strong client-service mindset combined with sound transaction-banking knowledge, including practical familiarity with trade products and processes, is essential.

Key Responsibilities

• Act as the day-to-day service contact for ICT clients across Latin America, providing proactive, consistent, and high-quality support in English and Spanish or Portuguese.
• Support client inquiries and service requirements across transaction-banking products, with a focus on trade finance and TFFI-related products, transactions, documentation, investigations, and exceptions.
• Work closely with TFFI, Cash and Trade Operations teams to resolve transaction issues, coordinate investigations, and provide timely, clear communication to clients.
• Support client setup, maintenance, and service readiness across relevant products and channels.
• Coordinate with Product, Sales, Implementation, AFC, Operations, and other control functions to address client needs and ensure adherence to internal policies and governance standards.
• Accurately use Client Service tracking systems to document client activity, monitor inquiries, identify recurring themes, and support management reporting.
• Use approved AI-enabled tools responsibly to research, summarise, structure, and improve service-related work, observing data-protection, confidentiality, and control requirements.
• Follow up on complaints, service issues, and operational escalations, driving clear ownership, timely resolution, and continuous improvement of the client experience.

Requirements & Tech Stack

• Experience in institutional client service, transaction banking, TFFI, trade finance, or related operations, ideally supporting clients in Latin America.
• Sound knowledge of trade products and processes, such as letters of credit, guarantees, documentary collections, trade-related documentation, transaction investigations, and exception handling.
• Broader cash-management knowledge is an advantage.
• Practical experience using AI tools in a professional environment, together with an understanding of responsible use, data confidentiality, and relevant control requirements.
• Fluent English is required.
• Professional proficiency in Spanish and Portuguese is also required.

Qualifications

• Ability to work closely and constructively with TFFI, Cash and Trade Operations teams, translating client issues into clear actions and ensuring disciplined follow-through.
• Strong client focus, communication skills, ownership mindset, and the ability to operate independently under tight deadlines while maintaining control, accuracy, and service quality.

The Bank's expectation is that employees hired into this role will work in the Miami, FL office in accordance with the Bank’s hybrid working model.