Description
The Client Service Officer (CSO) based in Miami plays a key role in supporting Institutional Cash Management (ICM) clients across Latin America.
The CSO is responsible for delivering proactive, reliable, and high-quality service to Institutional Client Group (ICT) clients in the region, with a particular focus on clients whose needs include a significant Trade Finance and Financial Institutions (TFFI) component.
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 particular attention to 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, ensuring a smooth transition from implementation to after-sales service
- 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, while 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
What We Offer You
- A diverse and inclusive environment that embraces change, innovation, and collaboration
- A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days
- Employee Resource Groups support an inclusive workplace for everyone and promote community engagement
- Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits
- Educational resources, matching gift, and volunteer programs
Requirements
- 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 to support clients across Latin America effectively