Client Services Representative

Platform Securities Services Limited; City Of London; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Internal career growth opportunities

Opportunities to innovate in fintech

Inclusive and diverse team atmosphere

Professional and personal development

Resources to contribute to your team/社

Community involvement support

Job summary

FIS is seeking a Client Contact Associate in London to be the first point of contact for clients, owning queries, issues and escalations, and ensuring high service levels. You will build strong relationships with clients and account managers, understand their business models, and contribute to service strategy.

You will coordinate responses, analyze data, draft client communications, and support process improvements.

Qualifications

• Degree level education or equivalent.
• Experience in financial services and knowledge of regulations.
• Ability to understand complex systems and workflows.
• Experience delivering exceptional client service and managing corporate relationships.
• Maturity, integrity and the ability to work independently to achieve objectives with minimal direction.
• Excellent time management, verbal and written communication skills.
• Decision making in a high-pressured environment.
• Self-motivated and proactive with a can-do attitude.
• Exceptional attention to detail and analytical skills.

Responsibilities

• Manage and coordinate all service queries from clients including escalations and complaints.
• You are the primary contact point for clients and will have an all-round knowledge of the business.
• You will be aligned to a specific type of clients e.g. Core Wealth and Institutional.
• You will have exceptional customer service skills, as the owner and coordinator of all service queries.
• Review query resolution, data analysis, data entry, exception reporting and the planning & implementation of process improvements to support the client.
• Providing escalation support for more complex, technical business queries.
• Owner and drafter of all client facing communications with excellent written communication skills.
• Responsible for client facing incident communication and ability to remain calm under pressure.
• Maintain comprehensive knowledge of applicable products, services, and company policies and procedures.
• Interface with clients to determine present and future needs and discuss progress toward solutions.

Skills

Exceptional customer service

Strong communication skills

Excellent written communication

Analytical skills

Attention to detail

Microsoft Office

Team player

Education

Bachelor's degree or equivalent

Tools

Microsoft Office applications

Job description

The future of money is being built right now. At FIS, we help the world’s businesses, banks and communities move, manage and grow money with confidence. Join a team that values fresh thinking, works together to solve complex challenges, and creates technology that powers everyday life.

About the role:

The Client Services Team are the first point of contact for Clients, providing exceptional customer service, issue management resolution, system and technical support. As a Client Contact Associate, you will report to the Client Service Team Manager. This role is responsible for developing and maintaining effective relationships with Platform Securities’ Clients as the owner of all queries, issues and escalations. Client Contact Associate s work closely with our clients’ point of liaison and their associated Account Manager to ensure the delivery of a consistently high level of service. Success will necessate on building an understanding of the client’s business model and the services that we provide for them and recognising opportunities to improve new and existing services across the client base. Strong communication skills are essential and the ability to build good working relations and comfortable engaging and communicating at all levels within a client organisation. It will be necessary to represent Clients objectively at appropriate forums and to contribute to and implement Service strategy. A track record of demonstrating excellent interpersonal and communication skills as well as strong planning and co-ordination skills are essential to ensure that all client enquires are responded to in a timely manner.

Your key responsibilities:

• You will be responsible for the management, ownership and co-ordination of all service queries from clients including escalations and client complaints.
• You are the primary contact point for clients and will have an all-round knowledge of the business.
• You will be aligned to a specific type of clients e.g. Core Wealth and Institutional.
• You will have exceptional customer service skills, as the owner and coordinator of all service queries.
• You will need to work with the business and clients to review query resolution, data analysis, data entry, exception reporting and the planning & implementation of process improvements to support the client.
• Providing escalation support for more complex, technical business queries.
• You will be the owner and drafter of all client facing communications, so will need to have excellent written communication skills.
• You will be responsible for client facing incident communication and will therefore need to demonstrate that you are calm under pressure.
• You will need to maintain comprehensive knowledge of applicable products, services, and company policies and procedures.
• You will be an interface with clients to determine present and future needs and discusses progress toward solutions, building strong relationships as you go.

What you bring:

• Educated to degree level or equivalent.
• Experience of working in a similar role within Financial Services and knowledge of the associated regulations.
• The ability to understand complex systems and workflows
• Thorough understanding of operations, services and products for Platform Securities and Corporate Clients.
• Experience of delivering exceptional client service and managing corporate relationships.
• Maturity, integrity and the ability to work independently to achieve objectives with the minimum of direction.
• Excellent time management, verbal and written communication skills.
• Decision making in a high-pressured environment.
• Self-motivated and a proactive with a can-do attitude.
• Exceptional attention to detail and analytical skills.
• Ability to build long lasting professional relationships with colleagues and Clients alike.
• Proficient in Microsoft Office applications.
• Results orientated and client focused.
• Strong team player who works collaboratively with others.
• Strong planning, organisational and problem-solving skills.

What we offer you:

Bring your ideas. Build your future. At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.

We offer:

• Internal career growth opportunities
• Opportunities to innovate in fintech
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community

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