EB Client Services Agent
EB Client Services Agent
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Job Description
Division: EB Operations
The Asset Servicing Client Service team is part of the Client Service department. We are the frontline support of our clients. As a team member in the Income & Corporate Actions Client Service team we offer you not only an indepth look at the challenging world of corporate events but also the opportunity to help our clients (big investment banks global custodians local banks ) in managing these events.
We are team of around 50 professionals split between 2 sites Krakow and instruments we handle are fixed income securities warrants equities ETFs and DRs. We deal with any event that affects these securities during its lifetime: mandatory and voluntary events Income payments and Corporate Actions.
Role and Responsibilities:
- Demonstrate an indepth knowledge of ones own stream the underlying operations and a core knowledge of other services/domains as to how it impacts ones own stream.
- Assist in coordinating internal and external training on various subjects within your area of expertise and also oversee coaching newcomers on their responses.
- Works and constantly coordinates with different stakeholders internally specifically account managers and operations in solving service issues (generally nonstructural) and escalations.
- Collaborate in representing the client internally by raising awareness about service improvements including those that necessitate structural changes.
- Coordinate client meetings within your area of expertise and contribute to the preparation and support of these meetings.
- Actively contributes to the continuous improvement by running problem solving sessions in terms of solving clients issues quality or performance benchmark defects or at least successfully identifying the problem and different areas of consideration in its solution. Quality or performance benchmark defects.
- Has a comprehensive view and consistently applies the best practices and procedures in terms of how best to respond/communicate to clients.
- Can identify quality issues in CS responses and propose constructive solutions to address this.
- May work on specific initiatives in Client Service such as those in relation to service and quality analysis call efficiency etc.
- Responds independently to highly complex inquiries including those of a transversal nature impacting ones own domain. Can be a main contact point for a key client or a group of key clients in terms of responding to their inquiries and doing proactive services.
Required Qualifications:
- A broad knowledge in one or several business domains within the Bank
- Successfully oversee daily operations with key clients in a specific business area including addressing important metrics or client needs leading client meetings or visits and providing training.
- Outstanding skills in managing situations outside standard processes such as blocking issues prioritization and complex investigations.
- Strong communication and interpersonal skills to effectively interact with clients sales staff and other internal teams.
- Ambitious approach with a determination to continuously improve and successfully implement service improvements.
- Ability to work collaboratively in a team environment cultivating an inclusive and encouraging workplace culture.
#LISH1
Required Experience:
Unclear Seniority
Employment Type
Full Time
