Client Services Associate

About the role

Supports the Federal Home Loan Bank (FHLB) members by conveying extensive and thorough knowledge of Bank products, financial markets and essential Bank platforms (Advances.Net, Cappy, Cibar, CopeStar, CIP/EDP Project System, Dynamics CRM, Nexus9, Radar and SecureConnect). Reinforces and represents the FHLB value proposition by presenting the Bank’s products and services in a manner that increases the inherent business value of its Members. Ensures Member needs, transactions, and requests for information are fully met and all service requirements are delivered to the highest standards of excellence, accuracy and integrity.

Responsibilities

• Performs the execution of transactions in accordance with established procedures, policies, and regulations, including processing transactions such as initiating advances, auctions, capital stock trades, originating wires, initiating letters of credit and associated confirmations, processing safekeeping transactions, term deposits and the regeneration of wire transfer PINs.
• Reviews Member-initiated transactions (Advances, Letters of Credit and Safekeeping) to ensure transactions have been appropriately initiated and comply with current policies or procedures.
• Exercises sound judgment in processing and release of any non-Member-initiated transactions.
• Recognizes the need to escalate for troubleshooting Client Services issues in a timely manner.
• Manages the flow of documentation and related communication in and out of the Bank by being the Member’s main point of contact with the Bank through phone and email, including assisting Members in obtaining reports, resolving collateral shortages or demand deposit account overdrafts.
• Assists in the testing of systems and applications used by the Bank and Member Services to deliver products and services to its Members, including preparing and carrying out test script steps in development, quality assurance, and production environments.
• Suggests updates to procedures and assists with the annual review to ensure procedures and policies reflect the current operating environment.
• Identifies unusual processing, potential fraud or other areas that may result in exposure and recommends corrective action to protect the Bank and its Members.
• Identifies problems in Bank systems and escalates or resolves as appropriate.
• Ensures compliance with department internal controls and procedures, the Bank policies, and Federal Housing Finance Agency regulations.
• Assists with writing and troubleshooting new and existing SQL queries and SSRS reports, as well as utilizing Power Automate to automate processes within the department.
• Fulfills additional department requirements such as calling campaigns and conference attendance from time to time.
• May attend meetings to represent the department in projects.
• Fulfills additional department requirements as assigned.

Requirements

• Bachelor’s or graduate degree in finance, accounting or other business degree required.
• 1–3 years of work experience preferred.
• Excellent speaking, listening, telephone and written communication skills; able to display a high level of professionalism, patience and positivity in all interactions; thorough knowledge of PC-based applications.
• A structured and organized team player with the ability to work collaboratively with those in various positions, multitask, cross-train co-workers, and be flexible while working in a high-energy environment on complex tasks under deadline pressure.
• Comfortable creating and manipulating spreadsheets and data.
• Basic knowledge of SQL query language, SSRS report builder and Power Apps.
• Willing to travel to member locations and/or attend industry functions and conferences.

Physical demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is routinely required to utilize cognitive ability; sit and move about the office; speak, read, listen, and write; use hands to finger, handle, or feel objects, tools or controls.
• The employee is occasionally required to stand; reach with hands and arms; climb stairs; stoop, kneel, or crouch.
• Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.
• The employee may occasionally lift and/or move up to 25 pounds.

Work environment

Work environment characteristics described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in a temperature-controlled office environment requiring little physical exertion.
• The noise level in the work environment is low to moderate.
• Mental concentration, attention to detail and computer use for extended periods of time is required.
• Completion of complex tasks under deadline pressure may be required.
• This position may, on occasion, also require evening and weekend work based on business needs.
• Interruptions may occur.