Transaction Processing Client Service Lead

Our division

The Client Service Team provides top-notch day to day support to our clients driving client satisfaction and loyalty. We seek an enthusiastic Client Services Lead in Krakow to build and maintain strong relationships with our clients across the Americas.

Your role

• As a Client Services Representative for the Americas you are the first point of contact for our clients within Euroclear. They will contact you via phone email or our chat platform Taskize to request your support with operational issues.
• Your role is two-fold: guide and teach clients where to find the information they are looking for or in case there is a more complex issue analyse the situation and help the client resolve it.
• You will need to investigate and liaise with experts in other areas of Euroclear while providing added value intermediary feedback to clients.
• Communication is crucial to this role. You need to communicate effectively and efficiently not only with clients but also with colleagues. You are in a key position to identify errors and inefficiencies and to provide ideas and suggestions for improvement.

Your profile

• You have or are willing to gain a general understanding of Euroclears business key products and organization.
• You ideally have already experience in at least one client service in Euroclear
• You arecurious to learn more and will take ownership of problems conduct root-cause analysis and take required actions to implement pragmatic solutions.
• Youbring new ideas and are constantly looking for ways to improve yourself the team and our processes.
• As you would be serving clients in the US timezone you are willing to work inlate shiftstarting at 13:00 CET till 21:00 CET
• Proficientlanguage skills in Spanish is a must and Portuguese would be a real plus.

Your skills

• It goes without saying that you have good communication skills both verbally and written.
• You can communicate complex concepts in a clear understandable and structured way. For this you will need to be able to interpret a problem in its global context and know how and where to look for additional information to solve it.
• You can adapt your communication and actions to the sensitivities needs and wishes of the client and can notice and understand verbal and non-verbal messages.
• You go the extra mile when situations become complex
• You can continue to perform efficiently during and after difficult situations characterized by pressure and/or setbacks.
• You are flexible multi-tasking well organized
• We offer an excellent opportunity to practice and develop your talents in a highly professional and motivated team dealing with multi-domains and getting involved in some of the most strategic files for the company.