Client Service Specialist
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Job Summary
Lets be #BrilliantTogether
ISS STOXX is seeking an experienced Client Service Specialist to join its London based team. Successful candidates will have an interest in financial operations and client service with a desire to learn more about corporate governance and must be willing to develop strong working relationships with external clients in order to guide clients to better use our Governance Soloutions products/services.
The ideal candidate will have experience dealing directly with the full range of client contacts up to and including C-suite level. They will feel able to respond to detailed requests and be the first escalation point for queries that require more involved and considered responses. To succeed in the role a Client Service Specialist must learn and understand corporate governance and proxy voting services learn about their clients business and bring that knowledge together to provide insight best practices and win-win solutions to those client organizations.
Responsibilities:
- Act as an initial escalation point for queries in the region working closely with the Head of EMEA Client Success
- Achieve target renewal rate through outstanding client service
- Partner with the ISS STOXX team members to drive operational excellence for both new and existing clients
- Co-ordinate bespoke policy discussions and manage client development requests
- Serve as domain expert on ISS STOXXs suite of proxy and corporate governance solutions
- Own and manage client inquiry operational support and issue resolution process utilizing and other internal tools
- Conduct regular calls with clients (health checks training relationship planning and review)
- Identify accounts at risk and create plans to ensure revenue and client retention
- Assess client reporting needs and coordinate report delivery
- Identify and communicate up-sell opportunities to sales team to assist in closing new deals
- Perform frequent testing of new product features
- Other special projects and initiatives for the business as needed and assigned
Qualifications:
- 2 years experience in a client service or operations position in the financial services industry
- Bachelors degree preferred but not essential if the candidate has relevant experience in the proxy voting industry
- Comfortable analysing and working with highly confidential data
- Proficiency in Microsoft Office product suite particularly Microsoft Excel
- Innovative motivated client-oriented and commercially-aware thinker with strong attention to detail
- Strong willingness to work in a team-oriented environment
- Absolute personal and business integrity
- Must be willing to work outside of normal office hours on occasion.
- German language skills would be beneficial
#LI-SQ1
#ASSOCIATE
#CS
What You Can Expect from Us
At ISS STOXX our people are our driving force. We are committed to building a culture that values diverse skills perspectives and experiences. We hire the best talent in our industry and empower them with the resources support and opportunities to growprofessionally and personally.
Together we foster an environment that fuels creativity drives innovation and shapes our future success.
Lets empower collaborate and inspire.
Lets be #BrilliantTogether.
About ISS STOXX
ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985 we offer top-notch benchmark and custom indices globally helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance sustainability cyber risk and fund intelligence. Majority-owned by Deutsche Börse Group ISS STOXX has over 3400 professionals in 33 locations worldwide serving around 6400 clients including institutional investors and companies focused on ESG cyber and governance risk. Clients trust our expertise to make informed decisions for their stakeholders benefit.
Founded in 1985 as Institutional Shareholder Services (ISS) Inc. ISS Governance is a leading global provider of independent and objective shareholder meeting research and recommendations providing multiple voting policy choices as well as end-to-end workflow solutions for institutional investors. More than 1600 clients worldwide utilize ISS Governances actionable expertise to help them make informed investment stewardship decisions and to help them manage their voting responsibilities. Covering over 50000 meetings annually ISS Governance leverages its extensive global footprint deep experience high quality data and analysis unified client support and technology infrastructure to continuously evolve and extend its innovative suite of solutions to meet clients evolving portfolio fiduciary and stewardship requirements.
Institutional Shareholder Services (ISS) is committed to fostering cultivating and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race color ethnicity creed religion sex age height weight citizenship status national origin social origin sexual orientation gender identity or gender expression pregnancy status marital status familial status mental or physical disability veteran status military service or status genetic information or any other characteristic protected by law (referred to as protected status). All activities including but not limited to recruiting and hiring recruitment advertising promotions performance appraisals training job assignments compensation demotions transfers terminations (including layoffs) benefits and other terms conditions and privileges of employment are and will be administered on a non-discriminatory basis consistent with all applicable federal state and local requirements.
Required Experience:
IC
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Institutional Shareholder Services is the world’s leading provider of corporate governance and responsible investment solutions.
