Client Services Analyst

Bradescobank; Coral Gables (FL); On-site; USD 42,000 - 68,000; Full time

Job summary

Bradesco Bank seeks a qualified professional to provide comprehensive support to the commercial area and mortgage clients, managing operational tasks, and maintaining client data within the U.S. business scope.

The role involves assisting with residential and commercial mortgage inquiries, document handling, and cross-unit data checks. Ideal candidates will have strong customer service experience in banking, familiarity with W-8 forms, and the ability to communicate in English and Portuguese.

Qualifications

• High School Diploma or Bachelor’s degree preferred.
• 5+ years in customer service, banking and mortgage experience, including bank regulations and real estate loan documentation.

Responsibilities

• Provide mortgage and customer service support to Residential & Commercial clients.
• Prepare and monitor reports and data maintenance as needed.
• Assist with inquiries, verifications, and regulatory compliance tasks.
• Handle client communications via phone, email, and secure messages.
• Coordinate with internal departments to process payments, escrows, and documents.

Skills

Computer skills

People skills

Organizational skills

Flexible

Education

High School Diploma or Bachelor's degree preferred

5+ years customer service/banking/mortgage experience

Tools

CRM systems (360 CRM)

Job description

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.
• 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:

• Excellent computer, people skills, as well as organizational skills. Flexible
• Schedule that may require to do 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

Bradesco Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.