Client Support Services Specialist

Software Guidance & Assistance, Inc., (SGA), is searching for a Client Support Services Specialist for a CONTRACT assignment with one of our premier Financial Services clients in 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 BNPP 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 client level.
• Hold regular ongoing dialogue with NCNA, PCS and other stakeholders to ensure we maintain 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 KPI's making sure that SLA's/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 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 analysing 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 direct contribution to BNPP operational permanent control framework.

Required
Skills
:

• 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 wires transfers, SWIFT and local clearing systems.
• Knowledgeable of Funds Transfer operations as well as the rules and regulations which govern it.
• Highly effective communicator, written and oral, with good interpersonal skills
• Fluency in English, both written and oral. French or other major language is a plus.
• Excellent attention to detail and accuracy.
• The candidate must possess knowledge of analytical reporting with a strong background in MS Word, MS Excel, Outlook and Power Point.
• 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:
• Organization skills
• Analytical Skills
• Critical thinking
• Customer service skills
• Resourcefulness and creativity

Preferred
Skills
:

• Basic knowledge of Banking Industry.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do.

Be yourself, love what you do and find your passion ase find us at .

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SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities.

Please visit our company to request an accommodation or assistance regarding our policy.