Client Services Specialist

About the role

Bci provides financial services to individuals and corporations, focusing on innovation and personalized client experience. As the third largest privately owned bank in Chile, Bci has over 300 branch offices and a global presence. The Client Services Specialist role supports International Wholesale Banking and Preferred Banking segments through administrative, BSA, and customer support tasks.

Responsibilities

• Preprocess wire transfer instructions received via email/fax and perform authentication processes (call backs).
• Interact with clients to send Fed or Swift confirmations, inform of returned wire transfers, and handle wire investigations.
• Contact customers to request supporting documentation for incoming/outgoing wires as required by the BSA Unit or other banks.
• Review documentation to ensure completeness and timely responses to inquiries.
• Manage service messages for wire transfer investigations, amendments, recalls, and ACH/deposit investigations.
• Handle reversal of fees, wires with NSF, and FX transactions.
• Respond to customer complaints or concerns related to wire transfers, checks, and ensure follow-up for full resolution.
• Maintain and update Complaint and Operational Errors Reports.
• Monitor emails received at cservice@bcimiami.com and info@bcimiami.com.
• Handle inbound calls regarding client account inquiries, products, and services.
• Assist customers with requests such as cashier’s checks, statement copies, checkbook requests, balance confirmations, and banking reference letters.
• Perform follow-ups on time-sensitive issues to meet SLA goals.
• Support information requests from other bank areas (Operations, Compliance), file customer documentation, and translate documents as needed.
• Promote migration of clients from manual wires to automated channels.
• Escalate issues to appropriate parties when necessary.
• Develop and maintain understanding of bank policies, procedures, and regulatory requirements for US and Chile markets.
• Assist with special projects (e.g., online banking implementation, Salesforce, surveys, paperless registration).
• Provide recommendations for process and product improvements.
• Calculate figures such as discounts, interest, commissions, proportions, and percentages.
• Use spreadsheets and basic financial modeling tools.
• Complete annual training programs and provide/receive constructive feedback.
• Maintain accuracy, work under pressure, and meet deadlines.
• Proactively seek solutions to complex problems and communicate concepts effectively.
• Understand, speak, read, and write English and Spanish fluently.
• Write routine reports and correspondence, and speak before groups of customers or employees.
• Adapt to evolving duties and responsibilities, including coverage for other positions as needed.
• Lift and carry objects weighing between 10 and 25 pounds.
• Perform additional duties as assigned by management and maintain accurate work status updates.

Compliance Responsibilities

• Comply with all state and federal regulatory and legal requirements, including the Bank Secrecy Act, Federal Election Campaign Act, Foreign Corrupt Practices Act, and Bank Bribery Amendments Act.
• Adhere to Bci’s Personnel Manual, Code of Ethics, and other internal policies.

Requirements

• Ability to operate IBM-compatible computers and terminals.
• Fluency with Microsoft Word, Excel, PowerPoint, and banking applications.
• Experience with Salesforce and online banking customer service platforms.
• Minimum of a bachelor’s degree in Business Administration, Finance, Accounting, or equivalent work experience.
• Demonstrated quantitative and qualitative skills.
• Fluency in English and Spanish (reading, writing, and speaking).
• Minimum three years of relevant experience in the financial industry, preferably in client servicing.