Associate, Client Services (m/f/d)

PATRIZIA Immobilien AG; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Client Services Associate to enhance client relationships and deliver exceptional service. In this pivotal role, you will maintain high standards across relationship management, onboarding, and compliance processes. You will play a crucial part in ensuring client satisfaction and retention while collaborating with various internal teams to streamline operations. This opportunity allows you to contribute significantly to the client experience and the overall success of the organization. If you are a proactive individual with a passion for client service and a keen understanding of financial regulations, this role is perfect for you.

Qualifications

• Prior experience in financial client services or relationship management.
• Strong understanding of AML/KYC and financial regulations.

Responsibilities

• Act as the day-to-day service contact for a defined group of investors.
• Manage onboarding processes and ensure compliance with AML/KYC.
• Coordinate client queries and maintain best-in-class service standards.

Skills

Client Relationship Management

AML/KYC Knowledge

Communication Skills

Problem-Solving Skills

Organizational Skills

Team Collaboration

Education

Experience in Financial Services

Tools

Salesforce

Job description

PATRIZIA is a leading partner for global real assets.

The expertise and commitment of our global teams form the basis of our success. Shaping a sustainable future and making a positive contribution to society is what drives our daily business.

As the Client Services Associate, you will play a key role within the Client Services Team.

The Client Services Team ensures a high level of client retention and delivers best-in-class client service to over 120 international clients investing primarily in PATRIZIA’s suite of discretionary pooled funds. The Client Services team sits within the Global Client Division and works closely with key stakeholders such as Sales, Fund Management, Product Development, and Compliance. The overarching goal is to maintain and grow long-term relationships with existing investors and act as a gatekeeper and quality controller for all formal client communications and deliveries.

The key functions of the team include being the day-to-day service contact for our clients, handling ad hoc queries from investors, managing AML/KYC and the client take-on process, and delivering regular and specific client correspondence.

Why is Client Services so important to us?

Excellent client service is an important corporate asset to us. As an integral part of our client value chain, your services matter. We want our clients to feel valued and well served. You are key in making that connection.

Working in Client Services – a pathway to contribute in many ways…

• Deliver excellent client services and directly support client experience
• Contribute to strengthening our brand awareness by suggesting improvements in how we position ourselves, especially to existing clients
• With your existing client relationships, gain in-depth insights into current & future client needs. Contribute these insights to developing new products and proposing ways to upsell

Your Responsibilities

You will be responsible for a defined group of investors and act as the day-to-day service contact, maintaining best-in-class standards across Relationship Management, Onboarding, AML/KYC, and Client Service tool implementation:

• Relationship Management:
• Developing and strengthening multiple client and consultant relationships
• Coordinating and owning the prompt resolution of existing client and consultant queries on matters such as performance, fund strategy, and fees
• Coordinating the completion of client-specific questionnaires while liaising with teams across the broader organization
• Overseeing the completion of investor reports and ensuring they are in line with the requirements set by the LPA
• Working closely with Capital Markets, Fund Management, and other teams to ensure a coherent and effective approach to target delivery
• When appropriate, attending/hosting formal client meetings and due diligence visits with relevant business teams
• Recording all client servicing activity promptly and accurately in Salesforce and providing timely and accurate management information when needed
• Promoting a culture of client service excellence throughout the broader organization
• Assisting with refining and enhancing PATRIZIA’s client service proposition, i.e., implementation of Salesforce
• Promoting best practice culture for all processes relating to the servicing of institutional clients

• Onboarding:
• Owning the onboarding process of new clients for your respective investor group.
• Ensuring, within deadlines, that client documentation is current, accurate, and complete.
• Completing the risk assessment and conducting customer due diligence checks on a risk-based approach.
• Working in partnership with the Client, their consultant, and client director in relation to all onboarding requirements.

• AML/KYC:
• Maintaining a good level of knowledge on financial crime prevention policies and processes and ensuring compliance with ongoing AML/KYC controls.
• Liaising and coordinating with different parties (internal and external stakeholders) in relation to our AML and KYC processes and ensuring urgent, sensitive matters are escalated appropriately while maintaining strong working relationships.
• Undertaking reviews of KYC records and completing periodic reviews of existing clients and ongoing monitoring processes. Preparing information and files for external and internal AML/KYC audits as required.

What we look for:

• Prior experience of working in financial client services/client relationship management role.
• A deep understanding of financial crime and financial services regulations, particularly within AML/KYC and Onboarding.
• Strong communication skills, including the ability to forge new connections with existing stakeholders and escalate risks diligently in line with agreed processes.
• Proven ability to own and maintain professional relationships.
• Keen eye for detail and problem-solving skills, utilizing a risk-based approach.
• Strong organizational and time management skills with an ability to prioritize effectively.
• Ability to work to a high standard including the responsibility of managing investor data safely and securely.
• Someone who is a self-starter with a positive ‘can do’, proactive mindset & ability to see the “bigger picture”.
• Strong team player.
• Desirable but not essential requirements would be: experience in project management, using Salesforce, and experience in implementing new Client Service tools.

Sounds like you?

If you want to create a better tomorrow with us, we want to hear from you via our job portal (www.patrizia.ag/career). Together, let's make a positive impact.

We’re proud to be an equal opportunity workplace.

At PATRIZIA, we are committed to leading the industry in how we advance the equity, diversity, and inclusion of our global teams. The opinion and experience of each individual count. With inherent trust in each other, we do our greatest work steeped in courage, integrity, optimism, and tenacity.