Client Service Officer- Cash Management Technical & Integration Officer (CMTIO

November 27, 2021
Employment contract
Standard / Permanent
Location
CA-QC-Montréal
Job / Mission
CUSTOMER RELATIONSHIP MANAGEMENT
Reference
CLM-112221-001-AB
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At BNP Paribas Canada, it is our employees which make the difference… Our 75 nationalities are part of our diversity!

Do you like challenges, a structured framework, the prospect of optimizing and innovating? You are known for your originality and want a certain freedom to think while sharing your knowledge and ideas?

… Come help us contribute to the growth of our Canadian platform!

You will benefit amongst other things from:

  • Access to social volunteer and recreational programs, via our many Employee Resource Groups (ERGs)
  • Opportunities for career development through active internal mobility and our innovative training program: Canada Academy
  • A brand new workspace, flexible, comfortable and easily adaptable to your needs: remote work opportunities, standing desks, innovation lab., open meeting rooms and spaces

REPORT TO
• AVP/VP Client Service Manager, Montreal

MISSION AND OBJECTIVES
The Cash Management Technical & Integration Officer (CMTIO) is tasked with the following main missions.

• Coordination of client onboarding for new clients from deal inception to rollout of Cash Management & Trade Services platforms and final handover to CSD.
• Implementation owner for our Corporate Banking Cash Management and Trade Finance e-Banking suite of products.
• Providing the “Americas” corporate clientele with support for complex eBanking issues/topics related to their eBanking Corporate Banking products. 

The Corporate Banking Client Service Team is client focused and operationally savvy.  The CMTIO role within client service is in charge of Client Onboarding coordination and implementing new products and services (Ex.: eBanking) for clients. Knowledge on products (Technical & Functional) as well as on legal documentation (General Account & Products/Services documentation) is an integral part of the role. The CMTIO will manage as well complex issues faced by clients on the various e-banking solutions and assist to test files and provide UAT support, escalation to other teams when appropriate, seek out answers, and follow up on all client inquiries including those beyond their area of expertise and remit. The position will require development and understanding of both business knowledge and technical understanding of the services provided by BNP Paribas. 

MAIN RESPONSIBILITIES
This position does not require management of staff
• Contribute directly to the Permanent Operational Control device: by applying the procedures, carrying out monitoring and alerting superiors to any malfunction/issues
• Represent BNP Paribas to its customers in keeping with the highest standards of quality in terms of content and presentation
• Coordinate cash management clients’ implementation process: launch the implementation process that will enable the onboarding of the client and follow its progress until client is created in the Bank’s systems
-Obtain from the Relationship Manager internal documents (Call Memo, RM Assessment and local add-ons) to launch the process
-Obtain from Due Diligence team, the KYC requirements for the onboarding
-Obtain from Documentation team, the onboarding package which include the KYC requirements and E-banking documents
-Send the onboarding package to the RM or directly to the client
-Do a close follow-up to all stakeholders to make sure that we received all the required information and that it is processed timely.
-Once the KYC is approved, make sure that the client is created in the proper systems
• Coordinate cash management clients’ KYC recertification process (four months before the KYC recertification due date):
-Receive from Due Diligence team, the KYC requirements for recertification(four months before the KYC recertification due date)
-Review the KYC requirements in order to shorten the list before sending it to the RM
-Do the follow-up with RM and/or client during the period of four months to ensure the recertification is completed before due date.
• Acting as a single point of contact to implement BNP Paribas Cash Management and Trade products upon request of the Corporate Front Office
• Ensuring the roll out of BNP Paribas Cash Management and Trade banking services to clients is smooth, managed in accordance with procedures/policies and within agreed times lines
• Understand the client’s business requirements and provide advice on how to best manage their needs using the available BNP Paribas E-Banking products
• Working in close partnership and acting as a coordinator with both internal and external stakeholders to implement products effectively
• Facilitate preparation of legal documents and forms relating to the various Cash Management and trade services offered by BNP Paribas
• Assist L1 team in providing day to day support for clients and internal teams on technical and complex eBanking Product questions relating to the Cash Management and trade services offered by BNP Paribas and coordinate with  other teams as needed
• Lead projects in collaboration with Local IT and The Cash Management and trade product managers when required
• Provide advanced support relating to file integration issues and format testing.
• Provide high quality presentations of the BNP Paribas E-Banking tools during RFP responses and training phase of Client implementation projects
• Assist in UATs for complex BNP Paribas eBanking solutions
• Provide feedback on customer experience either via standard tools (call log, reports) or on an ad hoc basis (crisis escalation to line Manager and Relationship Manager):
-Proposal of system enhancements and new ideas/solutions based on client feedback
-Refer any marketing opportunities to Client Relationship Unit if applicable
• Timely handling of all incoming queries/requests via Phone/Email channels and log all requests on the tracking tool used
• Maintain expertise on all product lines and systems supported/used by the team. Also continually enhance and acquire new knowledge relating to the E-Banking products offered by BNP Paribas in line with any product enhancements and/or regulatory changes
• Filing and Document management
• Participation in department meetings and other activities of the bank
• Handle various tasks and projects which may be assigned by manager from time to time

N.B. – The chosen candidate must be available to work any of the various shifts at the discretion of the manager. (Shifts are: 8am to 4pm 9am to 5pm 10am to 6pm). Availability to work on Canadian and US Holidays and on weekends.

TRAINING AND OCCUPATIONAL EXPERIENCE
• University degree, preferably Bachelor in Business Administration or IT
• 2 years’ work experience in the field of banking operations/client service
• Experience in legal documentation and/or project management would be considered a strong asset

ESSENTIAL SPECIFIC REQUIREMENTS
• Proficient in MS Office (Word, Excel & PPT)
• Good working knowledge/understanding of Computers/Systems/Electronic Banking Platforms/ERP Systems
• Good working knowledge of Cash products (Payment Structure, SWIFT, etc.) and basic understanding of Trade products (LCs, SBLCs, BGs, etc.)
• Good time management skills with the ability to work accurately while under pressure
• Languages: Fluent in English, French, Spanish (written and spoken) and Portuguese (heavily weighted asset; would be considered a strong asset).

SKILLS AND BEHAVIOURS
• Strong customer service skills
• Basic project management skills
• Detail oriented
• Highly effective communicator, written and oral, with good interpersonal skills
• Ability to work in a highly autonomous team environment with minimal supervision
• Ability to work with precision in a fast paced environment
• Resourcefulness and creativity

About BNP Paribas

With more than 200,000 employees in 72 countries, the Group serves nearly 32 million individual customers and 850,000 professionals, entrepreneurs, SMEs and large companies. BNP Paribas is a leading bank in the euro zone and a leading international banking player.

Did you know? In 2019, BNP Paribas named World’s Best Bank for Corporate Responsibility 2019

About BNP Paribas in Canada

With more than 900 employees, BNP Paribas Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding and international workplace where they can build their professional careers by honing their skills, meeting challenges and enriching their knowledge of the financial industry.

A recruitment policy that promotes equality and diversity:

BNP Paribas is an equal opportunity employer. BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, and other protected status (Employment Equity Act).

Part of BNP Paribas dedication to diversity, multiculturalism and inclusion is clearly reflected on how we believe and live diversity and inclusion all together. As such, one of BNP Paribas’ initiatives is hosting Employee Resource Groups (ERGs) which are focused on equality of gender, sexual orientation and learning from other cultures. 

We can assist with access to job offers for people with disabilities who may be unable to use our career site – please contact us by email canada_recrutement@ca.bnpparibas.com  or by phone on 514-285-6000

Want to know more about the BNP Paribas Group?

https://group.bnpparibas/en/group

** Only selected applications that meet the requirements of the role will be contacted **