Client Service Liaison

Euroclear; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

Euroclear Malaysia is seeking a client service professional to manage relationships with assigned funds clients, guiding them through FundSettle browser usage and SWIFT reporting tools, and coordinating with internal teams to ensure a premium service.

In this role you will handle inquiries, escalate issues when needed, and contribute to service improvements, drawing on strong communication and analytical skills and a client-focused mindset.

Qualifications

• Experience delivering premium client service across multiple channels.
• Ability to work independently within defined guidelines.
• Strong communication, both written and verbal.
• Knowledge of investment funds and market operations is a plus.

Responsibilities

• Responds timely and with standards of quality, to inquiries via phone, email, and other channels.
• Suggest alternative or additional service, reporting features to meet client needs.
• Handle escalated issues and complex complaints with professionalism.

Skills

Client Relationship Management

Escalation Handling

Operations Liaison

Voice of the Customer

Job description

Role overview:

• Client Relationship Management: Serve as the primary contact for assigned clients, ensuring proximity and responsiveness to their needs. This includes guiding clients through FundSettle browser usage, SWIFT reporting tools,and acting as an effective liaison with other stakeholders such as the distribution services client team
• Escalation Handling: Act as the first escalation point for operational issues, coordinating with internal teams to resolve discrepancies.
• Operations liaison for the clients - has the knowledge and experience to be able to respond well to clients’ operational questions and service issues, demonstrates knowledge of investment funds and our service.
• Voice of the Customer: Represent client interests in internal forums, contributing to service improvements and operational feedback loops.

Key responsibilities:

• Responds timely and with standards of quality, to inquiries via phone, email, and other channels.
• Suggest alternative or additional service, reporting features to meet client needs.
• Handle escalated issues and complex complaints with professionalism.

What we are looking for:

• Strong problem-solving skills and ability to work independently within defined guidelines.
• Excellent communication skills, both written and verbal.
• Customer-focused mindset with sensitivity to client needs.
• Ability to manage multiple tasks and prioritize effectively.
• Experience in handling complex queries and escalations is a plus.

As part of the Investment Funds Client Service team, you will work closely with different internal stakeholders such as operations, commercial, , in light of ensuring to deliver a premium service to our clients. We offer an in-depth internal training program covering the funds market and the industry and the different operations streams such as new issues, account opening, orders, etc. Anticipating further to deepen your knowledge and experience, we also offer an external training course, enabling you to become a funds professional, obtaining the funds certificate achievement, once you have completed the program.

We are looking for dynamic individuals with solid communication and analytical skills and a very strong client and team focus.