Client Service Associate

Proxymity; Manchester, Greater London; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Headspace subscription

Birthday off in addition to annual leа

Access to Absorb Learning

Improved family-friendly policies

Hybrid working scheme

Choose your tech

2 duvet days a year

1 volunteer day a year

4-week sabbatical after 4 years at Pro

Workation - work anywhere up to 45days

Companywide parties twice a year

Team socials

Job summary

Proxymity is seeking a Client Service Associate to deliver proactive client service, manage inquiries, and maintain strong client relationships. You will act as the main liaison between clients and the business, handling complex queries with care and ensuring timely resolutions.

The role emphasizes collaboration with internal teams to educate clients, monitor trends, and provide clear updates while maintaining a professional standard in a fast-paced fintech environment. Hybrid working is offered.

Qualifications

• Excellent communicator with clear verbal and written skills.
• Good concentration and strong organisational abilities.
• Previous experience in a Customer Service role or similar environment.
• Experience in finance/proxy operations is beneficial.
• Strong problem solving and ability to work under pressure.

Responsibilities

• Being the point of contact between the client and the business.
• Respond to complex queries via phone, email or other channels; work independently or with the team.
• Build trust and foster positive collaboration with clients.
• Provide regular updates on issues to external and internal stakeholders.
• Identify trends in queries and coordinate with internal teams to close gaps.
• Escalate risk issues to managers as needed.
• Collaborate with the team to perform root-cause analysis and remediation.
• Support project execution alongside other teams.

Skills

Excellent communicator

Good concentration

Organisational skills

Customer service experience

Finance/proxy domain familiarity

Problem solving under pressure

Job description

Proxymity does not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual’s status in any group or class protected by applicable federal, state or local law. Proxymity encourages application from minorities, women, the disabled, protected veterans and all other qualified applicants.

About Proxymity

Proxymity is a market leading digital investor communications platform focused on providing regulatory compliant products focused initially on Proxy Voting and Shareholder Disclosure services. Founded in London and spun out of Citi, from the very beginning our mission focused on benefitting the whole capital markets ecosystem, rather than just one part or one player within it. This ethos is endorsed by investment from global consortium of some the industry’s most influential financial institutions.

Proxymity’s service offering is now a Global one, matching the needs of our custodian and broker community respectively. This is reflected by a fast-growing client base who have long desired an improved service by a trusted vendor. As a result, we are a fast-growth company and have already gone from 10 - 200+ employees in the last four years with a global footprint in London, New York, Tel-Aviv, Melbourne.

The role:

Within this role you will deliver professional client service by providing proactive issue management ensuring the resolution of all issues with clients on a timely basis, adhering to service level agreements and escalating to management, when needed.

The Client Service Associate is responsible for client reporting including detailed MIS, and for prioritising queries and tasks according to volumes, complexity, sensitivity, and risk. This is an opportunity to join a growing FinTech community and contribute to a dynamic and supportive team.

Responsibilities will include:

• Being the point of contact between the client and the business.
• Work both independently and collaboratively to assist clients by responding to complex queries, which can be via phone, email, or other query means.
• Establish a relationship with clients to build trust and foster positive collaboration.
• Take accountability for issues worked on, in turn providing regular updates to both external and internal parties
• Identify trends in queries raised; work with the client to educate or liaise with internal teams to close gaps.
• Escalate risk issues promptly to managers.

• Collaborate with the team and/or manager to conduct root-cause analysis and implement remediation fixes.
• Work alongside other teams to ensure the successful execution of projects.

• Excellent communicator, who is able to maintain a professional manner.
• Good concentration and organisational skills.
• Previous experience within a Customer Service role in a similar field desired.
• Experience of working in or with an operations team in the finance/proxy fields would be beneficial.
• Excellent problem solver with the ability to work under pressure.

• Headspace subscription
• Birthday off in addition to annual leave
• Access to Absorb Learning
• Improved family-friendly policies
• Hybrid working scheme
• Choose your tech
• 2 duvet days a year
• 1 volunteer day a year
• 4-week sabbatical after 4 years at Proxymity
• Workation- Our Workation policy means you can work anywhere in the world for up to 45 days per calendar year
• Companywide parties twice a year
• Team socials