Client Services Analyst (Portuguese Speaker) - Bradesco Bank

Only candidates with US Work Authorization will be considered.

Primary Responsibilities: The function has as objective to provide support to commercial area, FIS Assessoria Brazil and our clients, managing the account on operational tasks requests, client data maintenance, Residential & Commercial Mortgage and client support. Includes the following but is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirement efforts, skills, or working conditions associated with the job.

• Generate, distribute, and monitor managerial reports such w8s expired, pending documents and others.
• Provide monitoring for Client Data between both units BI and BB.
• Support and coordinate inquiries and investigations.
• Serves customers by providing product and service information, resolving products and service problems.
• Provide Customer Service to Residential and Commercial Mortgage Clients visiting our office, via secure messages or incoming calls and Internal Clients for all mortgage related questions including payments, payoff, tax forms, investigations, escrows, insurance claim checks, payments made by DMI, among other activities.
• Review insurance certificates containing proper information such as the Mortgagee Clause and Payment Due Date. Forward these certificates to our insurance dept at DMI.
• Provide support to Assessoria Brazil on daily tasks that required complex decisions when needed, including the delivery of Credit Cards that are sent to the Bank to distribute to clients locally within US and to those living in other countries besides Brazil
• Support the completion of monthly reporting that includes AMEX and monthly log overview.
• Communicate with our subservice in all related matters of issue status, acceptance of payment and updating/correcting customers records as needed.
• Receives customers’ requests by telephone, email, secure messages, 360 CRM or chat, and analyzes these requests to provides solution or additional information. 
• Maintain customer records by updating account information. 
• Ability to provide customer service over the phone, in person, and through Online Chat.
• Provide customers with training on the different Electronic Services the bank offers.
• Knowledge on the Debit/Credit Card process
• Ability to process all services request in a timely fashion matter, including but not limited to callbacks, wire transfers, ACH and Bill payment setups, Check Payments Request, Credit Disbursement, Clients/Account maintenance, investigations, Reference Letters, and Credit Card Payments.
• Fees setup and exceptions requests.
• ACATs preparation. 
• Knowledge of W8-s for preparation and renewals
• Support department employees on their daily work and projects
• Support Audit and Regulators demands.
• Provide Support to Bradesco Invest US Platform, My ebanc and Loan Servicing, answering clients’ inquiries via email, phone or chat for matters related to transactions, onboarding supporting materials or any other doubts and questions.
• Attracts potential customers by answering product and service questions; suggesting information requested or ascertains who can best provide the information and routes the request to the proper person. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent computer, people skills, as well as organizational skills.
• Flexible schedule that may require overtime. 

Education and Experience:

• High School Diploma or bachelor’s degree preferred
• 5 years + customer service, banking and mortgage experience, including bank regulations and an understanding of real estate loan documentation for residential and commercial is preferred. 

Language Skills: Speak, read, and write English and Portuguese required.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Equal Opportunity/Affirmative Action Employer, M/F/V/D

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