Mexico Client Service - Associate

As a Client Service Associate based in Mexico, you will support client service delivery by managing incoming calls, emails, and account maintenance requests while ensuring client needs and expectations are formally reviewed and addressed. You will work closely with Client Service team members, Sales, Product, Implementation, Operations, and other internal partners to maintain service quality, resolve escalations, support Treasury Services initiatives, and deliver a seamless end-to-end client experience.

Job Responsibilities

Client Support & Escalation

• You will provide clients with support and information regarding interest claims, billing enquiries, account maintenance, and operational procedures.
• You will act as an escalation point for large money movements and escalated transactional enquiries.
• You will liaise with Relationship, Product, Operations, and Implementation teams to resolve service issues and ensure incremental account set-ups are completed correctly.

Service Quality & Process Improvement

• You will run Service Quality Reports and use the data to analyze client payment activity, enquiry patterns, and opportunities to increase straight-through rates.
• You will understand clients’ businesses to identify solutions, client efficiencies, cross-sell opportunities, product enhancements, and process improvements.
• You will help eliminate exceptional and manual processes to improve service consistency and operational efficiency.

Risk, Documentation & Internal Partnership

• You will manage risk through close attention to client overdrafts, unpaid bills, and related issues, escalating risk matters to appropriate parties as required.
• You will record client interactions in Navigator, support TS initiatives as needed, build strong working relationships with clients and internal partners, and attend meetings and training to strengthen product, process, and technology knowledge.

Required Qualifications, Capabilities and Skills.

• Graduate of a Business-related course.
• Proven client service experience.
• Fluent written and spoken English and Spanish.
• Strong verbal, written, and interpersonal communication skills, with proven ability to negotiate.
• Keen attention to detail and accuracy.
• Ability to manage multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Strong organizational and decision-making skills, with the ability to work across multiple applications under minimal supervision.
• Proficiency in desktop and internet-based applications, including MS Office tools such as Outlook, Excel, and Word.

Preferred Qualifications, Capabilities and Skills.

• Cash Management and Treasury Services experience or knowledge.
• Cash management/Treasury product knowledge.
• Client contact experience.
• Ability to adapt to a changing environment, including changes or adjustments to work schedule and overtime.
• Ability to work effectively in a team environment.