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Client Support Services Specialist

Axelon Services Corporation

Jersey City, NJ

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JOB DETAILS
SKILLS
Analysis Skills, Banking Operations, Banking Services, Billing, CAD/CAM (Computer-Aided Design/Computer-Aided Manufacturing), CSS (Cascading Style Sheet), Cash Management, Communication Skills, Customer Experience, Customer Satisfaction, Customer Support/Service, Data Analysis, Data Sets, Detail Oriented, English Language, Interpersonal Skills, Management Reporting, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Multitasking, Operational Control, Organizational Skills, Performance Metrics, Problem Solving Skills, Procedure Development, Quality Management, Regulations, Reporting Dashboards, Risk Management, Root Cause Analysis, Service Level Agreement (SLA), Team Player, Trend Analysis
LOCATION
Jersey City, NJ
POSTED
6 days ago


Summary:

Pay Rate: $40.00/hr - $55.00/hr

Duration: 6 months

Location: Jersey City, NJ



Responsibilities:

  • Serve as main contact point for the network and help resolve all issues related to the USD/CAD clearing business.
  • Support the overall day-to-day business relationships of Company Network USD and CAD Network Clearing Clients at an account level.
  • Coordinate with various stakeholders in the business as required.
  • Drive processing efficiency by improving the overall USD straight-through processing rate over 95% at the client level.
  • Drive customer satisfaction by working closely with our clients to improve the service provided to them.
  • Escalate service level inquiries as appropriate.
  • Oversee key control processes with respect to billing, risk, and management reporting, at the client level.
  • Hold regular ongoing dialogue with NCNA, PCS, and other stakeholders to ensure we maintain an excellent level of service to the network.
  • Review and analyze reports related to client’s activities, i.e., wire transfers, and non-payment SWIFT messages.
  • Recommend and monitor KPIs, making sure that SLAs/turnaround times are being met.
  • Make recommendations for procedural changes where deemed necessary.
  • Analyze various control reports and make recommendations for efficiency gains.
  • Keep abreast of changes both reporting and operational to meet/enhance the demands of our clients.
  • Interpret, manipulate, and analyze data to produce meaningful dashboards, keeping in mind the mission statement of CSS, i.e., improve client experience.
  • Work closely with the development teams to create and implement a suite of quality management reporting.
  • Work with stakeholders to understand their data and how it can best be leveraged to meet client’s requirements.
  • Provide additional insights into data trends through analyzing and understanding the patterns within the various data sets.
  • Investigate issues, determining root causes, and obtaining resolution.
  • Assist in preparation of Monthly/Quarterly Dashboards/Cockpits.
  • Make a direct contribution to the Company operational permanent control framework.


Requirements:

  • Minimum 3 years of banking experience with a minimum of 2 years in Correspondent Banking, Payment Operations, and/or Cash Management Product within a major bank active in USD Clearing.
  • Knowledgeable of international wire transfers, SWIFT, and local clearing systems.
  • Knowledgeable of funds transfer operations as well as the rules and regulations which govern it.
  • Fluency in English, both written and oral. French or another major language is a plus.


Required Skills:

  • Highly effective communicator, both written and oral, with good interpersonal skills.
  • Excellent attention to detail and accuracy.
  • Knowledge of analytical reporting with a strong background in MS Word, MS Excel, Outlook, and PowerPoint.
  • Knowledgeable of Data/Report analysis.
  • Self-motivated and ability to multi-task in a high-volume and fast-paced environment with precision.
  • Ability to work in a highly autonomous team environment with minimal supervision.
  • Strong organizational, analytical, and critical thinking skills.
  • Customer service skills.
  • Resourcefulness and creativity.


Preferred Skills:

  • Basic knowledge of the banking industry.

About the Company

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Axelon Services Corporation