Client Service Unit Representative

Societe Generale; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Societe Generale in the United States is seeking a Client Service Unit Representative to support GTPS/BAN and GTPS/PCM, handling account lifecycle, payments, and investigations with a client-focused approach.

You will work with PEGA Smart Investigate, SWIFT, and other systems, ensuring accuracy, timely responses, and compliance while collaborating across operations, compliance, and technology.

Qualifications

• Strong knowledge of check processing, including deposits and inclearing.
• Experience with ACH origination, returns, and related processes.
• Ability to investigate end-to-end payment issues and coordinate with multiple stakeholders.
• Excellent written and verbal communication and client-focused approach.
• Familiarity with PEGA SI, SWIFT, Montran or Flexcube is preferred.

Responsibilities

• Open, manage, and terminate client accounts in GTPS systems.
• Provide Level 1 support for GTPS clients.
• Respond to client inquiries and escalate as needed.
• Own payment investigations in the PEGA Smart Investigate tool.
• Manage PEGA workbaskets and assist teammates.
• Ensure timely handling of check payments and deposits.
• Process ACH-related matters and ensure compliance with rules.
• Complete audit confirmations.
• Address daily reconciliation issues and resolve pending payments.
• Contribute to updates of procedures for check processing and ACH workflows.
• Remediation of issues with LOD3 or regulators.
• Maintain confidentiality of compliance matters.
• Ad-hoc tasks as necessary.

Skills

Check processing

ACH processing

Payment investigations

Attention to detail

Client communication

Cross-functional coordination

Regulatory/compliance awareness

Tools

PEGA SI

SWIFT

Montran

Flexcube

Job description

The Global Transaction and Payment Services (GTPS) provides corporations and financial institutions, including all SG business lines, with a wide range of global transaction banking activity products and services. These products include cash clearing (GTPS/BAN), management of US Dollar & EUR payments (GTPS/PCM), and Trade Finance Services (GTPS/TRA).

Reference 26000H9B

The Client Service Unit Representative is part of the GTPS Client Service Unit team supporting Cash Clearing Services (GTPS/BAN) and Payments & Cash Management for corporates (GTPS/PCM). This role functionally reports to the Head of Client Services.

Our goal is to deliver the highest level of client service to GTPS clients, with a focus on response time, accuracy, professionalism, and an empathetic, solution-oriented approach in difficult situations to ensure a positive client experience.

The Client Service Unit is responsible for the opening and closing of demand deposit accounts within the GTPS account management system, as well as account lifecycle management, including timely billing and invoicing, client inquiries, check processing support, ACH-related processes, and end-to-end payment investigations.

Key Responsibilities

• Account opening, management & termination
• Level 1 support for all requests coming from GTPS Clients
• Respond to client inquiries and escalate to internal stakeholders as deemed necessary
• Own payment investigations following client, compliance, or internal stakeholder requests in the investigation management tool, PEGA Smart Investigate, including intake, analysis, coordination with relevant teams, client communication, escalation, and closure.
• Manage individual PEGA workbasket and contribute to the good handling of the workbaskets of the Group as well as other teammates
• Ensure proper and timely handling of check payments and deposits, including check deposits, inclearing items, returned checks, exception handling, suspense items, reconciliation follow-up, and client inquiries related to check processing.
• Process and support ACH-related matters, including drawdown authorizations, ACH returns, Notifications of Change, reversals, client follow-up, and coordination with internal teams to ensure compliance with applicable rules, client obligations, and internal procedures.
• Complete audit confirmations
• Address daily reconciliation issues related to funds in suspense, check inclearing, returned checks, ACH exceptions, and payments pending due to insufficient funds, ensuring timely research, escalation, and resolution.
• Perform periodic permanent supervision controls
• Contribute to the periodic review and update of procedures related to check processing, ACH workflows, client servicing, reconciliations, and payment investigations.
• Contribute to the remediation of any issues, whether self-identified or assigned by LOD3 or external regulators.
• Maintain the confidentiality of compliance matters relating to our clients
• Any other ad-hoc tasks as deemed necessary

Required

Profile required

Required Knowledge and Skills

• Strong understanding of check processing, including deposits, inclearing, returned items, stop payment-related inquiries, exception handling, suspense items, and reconciliation follow-up.
• Working knowledge of ACH processes, including ACH origination support, drawdown authorizations, ACH returns, Notifications of Change, reversals, client follow-up, and applicable client responsibilities.
• Ability to investigate payment issues end to end, identify root causes, coordinate with operations, compliance, technology, and business stakeholders, and provide clear and timely updates to clients.
• Strong attention to detail, sound judgment in escalation, ability to prioritize time-sensitive payment matters, and commitment to accurate case documentation and closure.
• Excellent written and verbal communication skills, with the ability to explain payment processes, exceptions, and investigation outcomes in a professional and client-focused manner.
• Knowledge of SWIFT, Montran, PEGA SI and/or Flexcube preferred.

Business insight

Societe Generale is committed to offering an inclusive recruitment experience to all candidates. If you require any reasonable accommodations during the recruitment process, please do not hesitate to let our Recruiters know.

OUR CULTURE:

At Societe Generale, we live by our 4 core values of commitment, responsibility, team spirit and innovation. We are engaged and demonstrate consideration for others. We act ethically and with courage. We focus our talent and energy on collective success. We experiment and propose new ideas. This way, we maximize our ability to serve client needs and anticipate market changes. Societe Generale is committed to strengthening bonds with colleagues, communities, and the world in which we live, because relationships are at the heart of how we operate. For more information about our Culture and Conduct initiatives, please visit this link (https://americas.societegenerale.com/en/careers/get-know-culture/)

DIVERSITY, INCLUSION & BELONGING (“DIB”):

Our DIB Mission: Recruit, develop, retain and advance a talented workforce that is united in our efforts to leverage our talent and further develop an inclusive environment that will enhance our competitive position and deliver innovative solutions to our clients. It seeks to foster an environment where employee differences are valued and where all employees feel engaged, supported, respected, and informed. For more information about our DIB initiatives, please visit this link: https://americas.societegenerale.com/en/careers/get-know-diversity/

COMPENSATION:

Base salary range does not include overtime pay, bonus and/or other benefits, where applicable. Actual base salary offer will vary based on skills and experience. The role is eligible for an annual discretionary bonus and includes a competitive benefits package including 401(k) plan with company match, medical/dental/vision, and other benefits for fertility, wellness, student loans and commuters.