Client Services Associate

Proxymity.io; Manchester; Hybrid; GBP 25,000 - 45,000; Full time

Job summary

Join a dynamic FinTech company as a Client Service Associate, where you'll provide exceptional client service and proactive issue management. In this role, you'll be the key point of contact for clients, ensuring timely resolution of queries while fostering strong relationships. You'll work independently and collaboratively, utilizing your communication and problem-solving skills to enhance client satisfaction. This is a fantastic opportunity to be part of a fast-growing organization that values innovation and teamwork, offering a supportive environment where your contributions will make a significant impact. Embrace the chance to grow your career in a thriving industry!

Benefits

Headspace subscription

Birthday off

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

Workation policy

Qualifications

• Excellent communicator with strong organizational skills.
• Experience in customer service, preferably in finance or operations.

Responsibilities

• Act as the main contact between clients and the business.
• Respond to complex client queries via various communication channels.
• Identify trends in client queries and collaborate on solutions.

Skills

Communication Skills

Organizational Skills

Problem Solving

Customer Service Experience

Ability to Work 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 a global consortium of some of 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, and 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:

1. Being the point of contact between the client and the business.
2. Work both independently and collaboratively to assist clients by responding to complex queries, which can be via phone, email, or other query means.
3. Establish a relationship with clients to build trust and foster positive collaboration.
4. Take accountability for issues worked on, in turn providing regular updates to both external and internal parties.
5. Identify trends in queries raised; work with the client to educate or liaise with internal teams to close gaps.
6. Escalate risk issues promptly to managers.
7. Collaborate with the team and/or manager to conduct root-cause analysis and implement remediation fixes.
8. Work alongside other teams to ensure the successful execution of projects.

Qualifications:

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

Benefits:

1. Headspace subscription
2. Birthday off in addition to annual leave
3. Access to Absorb Learning
4. Improved family-friendly policies
5. Hybrid working scheme
6. Choose your tech
7. 2 duvet days a year
8. 1 volunteer day a year
9. 4-week sabbatical after 4 years at Proxymity
10. Workation - Our Workation policy means you can work anywhere in the world for up to 45 days per calendar year
11. Companywide parties twice a year
12. Team socials