The bank for a changing world

We are looking for

Client Support Services Specialist

Apply REF: TRA-230819-005-CR

The USD Clearing & Payment middle office function is performed by Client Support Services (CSS), which is a group reporting into Payment & Clearing Solutions (PCS). CSS is responsible for the management of Risks, Client reporting and analytics as well as supporting Network Clearing North America (NCNA) and Product Management by ensuring full transparency of limits, funding and operations bookings.

Its core responsibilities are as follows:

  •  Proactive monitoring and support to US dollar clearing client base.
  • Credit, funding and transaction limit management and oversight.
  • Managing Client’s reporting and analytics.
  • Act as liaison between the back office and client/front office as applicable


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 stake holders 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.


  • 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.
  • Experience with Tableau data visualization, Power BI and Python coding
  • 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:

o    Organization skills

o    Analytical Skills

o    Critical thinking

o    Customer service skills

o    Resourcefulness and creativity


A recruitment policy that promotes equity and diversity:

Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.


We pride ourselves in applying non-discrimination rules to all our recruitments.


Primary Location: CA-QC-MontréalJob Type: Standard / PermanentJob: FINANCIAL AND TECHNICAL EXPERTISEEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 2 yearsSchedule: Full-time Behavioural competency: Ability to collaborate / TeamworkTransversal competency: Analytical Ability