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Client Support Services Specialist

Last update 12.04.2024

In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal's Top Employers in 2023. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal.

The position at a glance

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

In detail 

  • 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.

The strengths and skills that will help you succeed 

  • Bachelor's Degree in Administration or in a related field
  • Minimum 1 year of banking experience and/or in Correspondent Banking, Payment Operations and/or Cash Management Product within a major bank active in USD Clearing
  • Bilingualism in French and English is required
  • 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
  • The candidate must possess intermediate level of analytical reporting (data/report analysis) and MS Word, MS Excel, Outlook and Power Point
  • Experience with Tableau data visualization, Power BI and Python coding is not mandatory but will be considered an asset
  • Excellent attention to detail and accuracy
  • Highly effective communicator, written and oral, with good interpersonal and customer service skills
  • 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, Critical thinking, Resourcefulness and creativity.

What’s in it for you

In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering. Hybrid work arrangements, such as remote working up to 50% and flexible working hours are available for most positions. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally.

To find out more about our range of benefits, click here

What you need to know 

  • We will review candidates as they apply, so don’t wait to submit your application; 
  • If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. BNP Paribas will work with you to ensure that you are able to participate fully in the process; 
  • You must be legally eligible to work in the Greater Montreal area and, if applicable, hold a valid work or study permit. Physical presence in BNP Paribas’ office(s) is an essential function of this position; 
  • Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may apply. These will be clearly mentioned in the qualifications of the position; 

Diversity, Equity and Inclusion (DE&I) at the heart of our commitments

At BNP Paribas all employees are on an equal footing allowing us to create a work environment that values and respects people for their talents, skills and competences. 

BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, and other protected status (Employment Equity Act and Canadian Human Right Act).

To learn more about our DE&I commitments, click here

About us

BNP Paribas is the top bank in the European Union and a major international banking establishment. Present in 65 countries, with more than 190,000 employees, the bank holds key positions in several areas of banking and financial services.

BNP Paribas’ mission is to contribute to a responsible and sustainable economy by financing and advising its clients according to the highest ethical standards, while striving to respond to essential concerns in terms of the environment, regional development and social inclusion.

Since 1961, BNP Paribas has supported large Canadian companies and institutions in their business development by offering a full range of specialized financial services and investment products.

With over 1,200 employees, BNP Paribas in 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.

Our certifications and partnerships

  •  Montreal’s Top Employers 2023
  • Canada’s Best Diversity Employers 2023
  • Women in Governance  – Parity certified -  Gold certification
  • Pride at Work Canada
  •  Rainbow Accreditation issued by Canada’s LGBT+ Chamber of Commerce (CGLCC)
  •  IndigenousWorks
  • Part of Les Affaires top 300 companies in Quebec
  • Synclusiv
  • Ready, Willing and Able 
  • Autisme sans Limites 

Do you want to discover other BNP Paribas offers in Canada?

Click here: BNP Paribas in Canada Our job offers

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

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Why should I apply?

Basically, why would you want to join BNP Paribas over any other company?

BECAUSE YOU'RE THE KIND OF PERSON WHO WANTS...

  • What if we told you that working in our Group isn’t quite what you might think? At BNP Paribas, we do a multitude of different jobs that are constantly evolving to meet the expectations of our clients and society as a whole. Whether through everyday tasks or major projects, doing one of our jobs means making a personal commitment to taking sustainable action.

  • Feeling good about your job means bringing your whole self to work and being who you are. It’s also about having the resources you need to achieve a healthy work-life balance. Both of these are major commitments at BNP Paribas.

  • At BNP Paribas, developing your skills is as important to us as it is to you. And the skills you learn with us will help you through the rest of your working life.

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