Client Service Officer

Job description

BNP Paribas is a leading European bank with an international reach. It has a presence in 74 countries, with more than 192,000 employees – including more than 146,000 in Europe and over 4,000 in Portugal alone.

BNP Paribas is present in Portugal since 1985, having been the first foreign bank to operate in the country. Today, BNP Paribas has several entities operating directly in this territory, offering a wide range of integrated financial solutions to support its clients and their businesses.

Worldwide, the Group has key positions in its three main activities: Domestic Markets and International Financial Services (whose retail-banking networks and financial services are covered by Retail Banking & Services) and Corporate & Institutional Banking, which serves two client franchises: corporate clients and institutional investors. The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporate and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance.

ROLES AND RESPONSIBILITIES

The Client Service Officer is the front line operational point of contact for a client regarding any of their post-trade / post-sales activities. The team's main objective is to deliver a high level quality service to clients, manage clients' expectations and so be responsible for providing the client with the appropriate answer within a timely manner, coordinating with other teams in the Bank when necessary. They play an important role in ensuring and improving day-to-day operational efficiency for maintaining and improving effective client queries management and as such directly contributing to the clients' satisfaction.

· Provide CIB clients with a first line entry point for support in their post-sales and post-trade activities, both for Global Markets and Corporate Banking
· Maintain a dynamic and proactive relationship with the clients and the internal stakeholders, ranging from Front Office to Back Office and support Functions
· Report and handle in the appropriate way any incidents, complaints and claims according to procedures and policies in place
· Handle the necessary steps for providing the client with the necessary e-banking solutions and products, ranging from contracting, to the setup of the client, and ensure day to day queries management
· Parameterize, maintain and monitor the reporting for the client in the relevant systems, according to the clients' requests
· Add value in the day to day interaction between the bank and its clients, by engaging and coordinating internally with key stakeholders and relay back to the clients the necessary information, and vice-versa
· Be an active member of the team and take ownership of the activities by recommending improvements to applications and working practices
· Get an accurate and updated understanding of the needs of a client and understand their Market and operating environment. Identify opportunities to introduce alternative or additional products to their activities and advice the relevant Front Office staff

PROFILE

· University degree
· Knowledge of Corporate Banking, related products, Cash Management, Payments and processes or Global Markets, related products, and derivatives and processes is a plus
· Knowledge of the current main financial regulatory norms and legal environment is a plus
· English fluency
· Excellent communication skills, ability to express thoughts and opinions in a structured way
· Client focus, interpersonal and ability to network
· Analytical and problem solving
· Attention to detail, accurate and organized
· Flexible and open-minded, result driven, pro-active and ability to take initiative
· Committed to confidentiality, integrity and objectivity