Client Service Officer

Job Description:

Job Title Client Service Officer

Corporate Title Associate

Location New York, NY

Overview

The Corporate Bank division of Deutsche Bank combines all cash management services for our corporate clients. As the Client Service Officer in Cash Management, you will report the Head of Implementation and Service or a respective team lead and be responsible for ensuring excellent service to a portfolio of our most important clients on a global or Cross Regional basis. This involves proactively reviewing, monitoring, and improving the service levels, building a good understanding of the clients' business as a basis for consultancy on new business and prioritizing issues in day-to-day business, acting as a sparring partner for internal (e.g., Sales, Implementation, Relationship Management) and external counterparts. You will act upon high complex client inquiries or escalations, to resolve them by taking ownership and revert with a final response in this client facing position.

• 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
  

• Management of a portfolio of selected Global Brand Name clients, providing a dynamic, sensitive & professional contact point and coordinator for all their strategic and day-to-day service needs upon hand over from the Implementation team. As the dedicated focal point and the face of Deutsche Bank Cash Management, receive inquiries from selected clients and respond immediately or hand over to the appropriate operational units for handling, utilizing our web-based tracking & monitoring tool to co-ordinate, follow up and provide status updates and final resolution to those clients
  
• Proactively monitor important transactions. Respond to account / transaction related inquiries and provide solution in close coordination with internal departments or other Implementation and Service units abroad. Gain a comprehensive account overview on complex and customized cash management solutions and provide a proactive service, e.g., provide recommendations for service and automation improvements. Provide local assistance / support for the Cross Regional customer service team network when required
  
• Liaise closely with global & regional Cash Management Implementation, Sales, Product Management, and service teams in a dynamic international environment. Work in close collaboration with Sales to ensure optimal client coverage around daily service needs. Organize and lead meetings on issues and escalations that affect client's Cash Management operations. Take responsibility/ownership for the identified issues until a successful resolution is implemented. Act as liaison and end to end escalation point between client and respective business units within Deutsche Bank and develop Contingency plans for clients if applicable. Engage cross regional partners regularly to ensure our clients' needs are met. Create and maintain detailed Service plans for client portfolio which contains detailed information on the Cash Management scope for the client
  
• Responsible for billing reviews. Negotiate any discrepancies found with Sales and client and coordinate the pricing correction in the various countries. Act as knowledge owner and liaison between I&S teams and Product Management for dedicated subjects
  
• Responsible for updating standard operating procedures (formal/informal processes). Participant in local work cell or stakeholder meetings. Identify cross-selling opportunities and to liaise with Sales about further follow-up. Initiate, coordinate and monitor service improvements and efficiencies (i.e. inflow reduction) that benefit the client and/or the Bank by actively liaising with responsible stakeholders locally or globally
  

• Bachelor's degree or equivalent. Client Service or Product Implementation experience
  
• Skills for e-banking and back-end systems would be an asset
  
• Experience in Cash Management or similar environment (e.g. treasury) in a large financial institution. Good understanding of corporate cash management products as well as domestic and international payment methods and instruments
  
• Good knowledge of European Clearing systems, global domestic clearing systems, Single Euro payments area, and payment mechanisms, including an awareness of new developments in the marketplace - e.g. e-commerce, block chain technology and FinTech industries
  
• Experience from a Client Service, Product Implementation or Operations perspective with experience in Corporate Cash Management. Ability to take full ownership and responsibility across the Cash Management organization
  

• Proficient written and spoken English, other languages would be an asset
  
• Good knowledge of Microsoft software applications Word, Excel, and Power Point
  
• Ability to manage inquiries timely and accurately. Make decisions within guidelines and policies to avoid risks
  
• Strong interpersonal and communication skills. Analytical, decisive, and problem-solving skills
  
• Ability to withstand stress, organize and set priorities to meet deadlines/targets while remaining responsive, calm, and attentive to client needs, proactive mind-set