Client Services Associate

JR United Kingdom; Dunfermline; On-site; GBP 30,000 - 45,000; Full time

Job summary

Une entreprise de services financiers dynamique recherche un nouvel membre pour rejoindre son équipe à Édimbourg. Le candidat idéal aura une expérience solide dans la gestion des relations clients, étant capable de résoudre des problèmes et de travailler de manière autonome tout en contribuant à l'amélioration continue des services. Les responsabilités incluent la gestion des demandes opérationnelles et la livraison de services de haute qualité aux clients.

Qualifications

• 2-3 ans d'expérience en service client ou domaines similaires.
• Compétences techniques pour gérer plusieurs programmes simultanément.
• Intérêt démontré pour les services financiers et apprentissage continu.

Responsibilities

• Gérer les relations clients post-vente avec attention aux détails.
• Assurer la livraison précise des livrables clients.
• Résoudre les demandes opérationnelles et dirigez des projets en relation avec les clients.

Skills

Client relationship management

Problem solving

Attention to detail

Microsoft Office

Job description

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The UK Defined Contribution Pensions client experience is looking for a new team member to join them in the Edinburgh office. The DC CEM team consists of five Client Service Officers (“CSOs”) based in London and Edinburgh, who cover a variety of product offerings and asset classes for UK DC Platforms and DC Pension Schemes.

Key Responsibilities:

• Post-sales client relationship management, partnering with the Institutional Client Business teams and DC clients, through high quality client service with outstanding attention to detail.
• Understanding clients’ needs and liaising with internal teams and third-party service providers where necessary, ensuring that the agreed arrangement and service requirements of the client are delivered.
• Ensure timely and accurate delivery of client deliverables (invoices, reporting, price files, data etc.) by working cross functionally and establishing relationships with internal teams.
• Address new operational requests (e.g., changes to client report) and provide summary of completion notification to broad partners and senior team members.
• Owning client queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high professional quality.
• Working closely with senior team members in achieving seamless client service for their strategic clients.
• Escalating any client complaints in a timely and sensitive manner, in accordance with internal procedures and being a great partner to senior team members to mitigate the impact of dissatisfaction.
• Supporting the onboarding of clients and client change activities, ensuring correct process and procedures are followed.
• Drive continuous improvement in service offering both internally and with external service providers such as custodian banks, depository banks and transfer agents.
• Contribute to project initiatives that seek to improve service, effectiveness and efficiency, or which elevate the business, its products and our clients.
• Occasionally required to lead on projects representing the client and the team.

Background:

• 2-3 years of experience in either client service, fund administration, custodial services, operations, sales, investment consulting, portfolio management support or similar fields.
• Strong proficiency with Microsoft Office applications is essential, along with technical skills to efficiently manage multiple programs concurrently.
• Capable of meeting deadlines and working independently on client projects and queries.
• Demonstrated interest in the financial services/investment industry and a commitment to continuous learning, both independently and in team settings.
• Self-motivated with the ability to recognize when to escalate issues appropriately. Must be able to work collaboratively within a team and take on additional responsibilities as needed.
• Ability to evaluate process inefficiencies, identify and implement operational improvements, and resolve issues. Possesses innovative problem-solving skills and the capability to think and act quickly and creatively.