Responsibilities
About RBS C&I:
Corporate and Institutional Banking is the wholesale banking division of RBS Group. We are committed to supporting our global client-base with world-class debt financing, risk management and transaction services round-the-clock via our four key trading hubs—Stamford, London, Singapore, and Tokyo—as well as our 38-country network.
Our Corporate and Institutional Banking businesses provide clients with market-leading fixed income products across asset-backed products, rates, currencies, credit and debt capital markets, risk management, and transaction banking services. We are committed to excellence and service, with a strong and sustainable banking model to meet the evolving market and regulatory backdrop.
Corporate and Institutional Banking focuses on its core strengths in fixed income where we excel for clients, and is committed to building long-term, sustainable partnerships with our clients so we are fully attuned to their ambitions.
Our focus on our market-leading capabilities means we can invest in the right areas to deliver an effective service to clients. We value strong relationships that deliver results for our clients, and enhance the lives of our employees and those in the communities in which we live and work.
We serve RBS Group’s financial institution clients and support medium-to-large sized corporate clients, as well as sovereigns and the public sector.
Functional Overview:
C&I Operations is a constantly changing environment focused on managing business delivery and financial performance, customers’ expectations, risk efficiency and control, and people management. With our flat, non-hierarchical structure and team oriented culture we encourage creativity and entrepreneurialism, and are constantly striving to provide better service to our global clients.
Join C&I Operations, Americas and you will be responsible for the end-to-end management of our transactions from the moment a trade is booked, right through to its validation and settlement. You will be responsible for looking after our processes while helping to deliver a competitive advantage. Operations is an exciting place to develop your career; we value and promote the importance of a strong work-life balance, while also recognizing and rewarding hard work.
We operate in North America and Canada. The RBS Americas Headquarters is in Stamford, CT and has offices in Illinois, and Utah with approximately 500 employees. Daily interaction with our global counterparts ensures a seamless operating model to deliver against the business expectations. We maintain a focus on building deep, long-term partnerships that allow us to understand our clients’ objectives and anticipate their needs.
Role Summary:
Responsible for ensuring overall quality, timeliness and resolution with all aspects of service for Global Client service Americas. End to end single point of ownership of issues is expected for all client requests, activities, interactions. This includes the smooth day-to day operations of the department, its interactions with other areas and the interactions with clients. Team members should be engaged and accountable focused on improvement and efficiency of the client’s service experience.
A Client Service Rep will also become a SME on certain functions within the team if his/her skills matrix on the Subject Matter is a 4.
A CSR should be able to handle 75% of all simple queries and complex queries for any requests received within the team. This includes Account Opening, Account Maintenance, Electronic Banking Contract set-up, Electronic Banking Help Desk Support, Billing Set-up and Maintenance and Payment & Collections. To become an SME, the individual needs to be able to handle at least 100% of all complex queries and have the ability coach others.
For the remaining 25% complex queries, the CSR should seek coaching from the SMEs to learn how to handle them.
Role Responsibilities
Strategic Planning: Support Manager’s organizational structure and strategy goals within NA CS to maximize relationships between International Cash and Trade Client Service organizations without disruptions on client service levels. GCS Americas to provide input into the IB and L&C Americas strategic plan from a Client Service perspective. Support and provide input into the IB and L&C Americas strategic transformation programme. Build strong relationships with regional counterparts in AMEA and Asia.
Strategic Projects: Promote and implement Online Client Service (OCS) within NA region. Support the implementation of Projects such as Lean & Unicorn. Complete the Global Client Service Investment Plan (Revex 2). Support non-core group components as needed.
Financial Delivery: Identify at least one area to increase revenue or reduce cost via Client Service
Support the achievement of team cost budget
Efficiency and Cost Management: identify areas for process / productivity improvement leading to cost reduction.
Client Focus: Treating Customers fairly by ensuring products and services consistently comply with TCF policy.
Deliver “best in class” service to the top revenue generating clients.
Creates a lasting impression in the clients’ minds that RBS is the premier bank for Transaction Banking and client service.
Prompt and efficient resolution to the client’s queries as well as identifying root cause of issues and implementing improvements so that root causes are eliminated
Use Lean methodology which looks at continuous improvement of our process, service and delivery with the client being in focus (both internal and external)
Acts as the first point of contact for all International Banking client services
Facilitate an effective Client Complaints process across IB
Customer Delivery: Promotes OCS to our Clients which enables them internet access to their account information 24 x 7
Provides first line and second line support with a focus on standard and high frequency procedures
Analyses and investigates client service requests, assesses the urgency and sensitivity of enquiries and prioritises them accordingly
Owns the client service request no matter what subsequent units are involved
Ensures that all service requests are logged in “Client Service Enterprise” (CSE) application and that all client data is accurate and updated as required
Makes certain that all service requests (received via phone, e-mail or other channels) are handled and resolved within the turnaround time agreed with the client.
Adhere to service levels which are relevant to client service
Secures a smooth handover to other parties involved in a service request resolution by providing all relevant information
Monitors and tracks the solution path of the own service requests and acts proactively towards the client if the predicted time for resolution cannot be met
Provides process and product knowledge to the other team members and secures knowledge sharing for selected dimensions/modules
Strives for high quality and right use of the key payment applications and technology in major countries in order to solve respective queries
Knows the cash and payment infrastructure for the countries the 1st Line CSR is dedicated to
Suggests enhancements that will improve process efficiency in the way the Bank serves their clients
Reputation: Build, safeguard and uphold the reputation of RBS Group across all stakeholders (investors, press, politicians, public, staff, clients, etc)
Qualifications
Role Qualifications
This position requires a quick thinking diplomatic person with an
extensive banking knowledge to ensure client satisfaction
3-5 years of banking experience with concentration on Cash
Management
Demonstrated experience with International Banking Client Service
in a similar role (for 1-2 years at least)
Banking apprenticeship or experience (preferably cash,
Payment, trade or treasury business)
English language fluently spoken and error-free written in
International Banking client service related interactions
Preferably additional languages fluently spoken in International
Banking client service related interactions
Presentation / Communication skills
Strong service and product knowledge (i.e., cash management)
Reliable typewriting skills
Knowledge of country-specific products, services and systems
that are served by the CSR
Must have the ability to perform under pressure while working
with a wide variety of employee levels, cultures and business
sophistication
Time management skills (planning, organizing, coordinating,
controlling)
Teamwork: contributing effectively towards a collective
(organizational) goal or towards solving problems or conflicts
At least basic knowledge of payment infrastructure (RBS and
3rd parties) for the major US and RBS clearing countries
Analytical skills and the skill to recognize trends
Pro-active attitude
Client service experience preferably with high client interaction
skills
Motivation and team building skills
Demonstrated relationship skills for selective clients
Equal Employment Opportunity
It is the policy of RBS Securities Inc. and its parent, affiliates and/or subsidiaries to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Opportunity Employer – Minority/Women/Disabled/Veteran