Senior Client Service Representative

Brown Brothers Harriman; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Culture Day

Community Service

Private medical

Life Insurance

Employee Assistance Program

Training support

Wellbeing Program

Social events

Onboarding Program

Job summary

Brown Brothers Harriman (BBH) in Kraków is seeking a Senior Client Service Representative in Custody to deliver high-quality client service and handle day-to-day inquiries. You will be the main contact for clients, manage cases end-to-end, and work in a fast-paced environment coordinating with internal teams.

The role demands ownership, attention to detail, and ability to prioritize multiple tasks. A client-facing background in financial services and fluent English (B2) are required for success.

Qualifications

• Bachelor’s degree or equivalent experience
• 2+ years of custody or financial services experience
• Experience in a client-facing environment
• Fluent English (minimum B2 level/Upper-Intermediate)

Responsibilities

• Respond to client inquiries in a timely and accurate manner.
• Act as a key point of contact for assigned clients.
• Build and maintain long-term client relationships.
• Participate in client meetings and discussions.
• Manage client inquiries end-to-end with full ownership.
• Identify root causes and implement solutions.
• Ensure adherence to controls and procedures.
• Resolve complex client issues using structured problem-solving.
• Collaborate with stakeholders to resolve client requests.
• Coordinate activities across teams.
• Escalate issues with recommendations.
• Build stakeholder partnerships to support service delivery.
• Manage multiple priorities effectively.
• Prioritize work based on client impact and risk.
• Operate effectively in changing or unclear situations.
• Communicate risks, blockers, and solutions proactively.
• Ensure compliance with controls and procedures.
• Identify risks early and escalation with recommendations.
• Apply strong judgment and attention to detail.
• Maintain comprehensive documentation.
• Maintain strong product and process knowledge.
• Drive personal development through feedback.
• Identify and support process improvements.
• Contribute to projects and team initiatives.

Skills

Communication skills

Client inquiries

Organization skills

Work under pressure

Problem solving

Attention to detail

Cross-team collaboration

Systems proficiency

Custody knowledge

Education

Bachelor’s degree or equivalent experience

Job description

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships. We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

Location: Kraków

Type of work: Full time

Hybrid model: Hybrid model 3 days per week in the office /2 days for a parent of a child up to 4 years old

Join us as a Senior Client Service Representative!

As a Senior Client Service Representative in Custody, you will be responsible for delivering high-quality client service and handling day-to-day client inquiries. You will act as a key point of contact for clients, ensuring timely, accurate, and clear communication.

This role requires strong ownership, attention to details, and the ability to work independently in a fast‑paced environment. You will manage multiple priorities, collaborate with internal teams, and proactively resolve client issues. You are expected to take full ownership of assigned cases end-to-end and ensure a positive client experience.

On This Position You Will Be Responsible For

Client Servicing and Relationship Management

• Respond to client inquiries in a timely and accurate manner.
• Act as a key point of contact for assigned clients.
• Build and maintain long‑term client relationships.
• Participate in client meetings and discussions.

Operational Excellence and Problem Solving

• Manage client inquiries end-to-end with full ownership.
• Identify root causes and implement solutions.
• Ensure adherence to controls and procedures.
• Resolve complex client issues using structured problem‑solving.

Coordination and Stakeholder Collaboration

• Collaborate with stakeholders to resolve client requests.
• Coordinate activities across teams.
• Escalate issues with recommendations.
• Build stakeholder partnerships to support service delivery.

Prioritization and Time Management

• Manage multiple priorities effectively.
• Prioritize work based on client impact and risk.
• Operate effectively in changing or unclear situations.
• Communicate risks, blockers, and solutions proactively.

Risk Awareness and Escalation

• Ensure compliance with controls and procedures.
• Identify risks early and escalation with recommendations.
• Apply strong judgment and attention to detail.
• Maintain comprehensive documentation.

Continuous Improvement and Learning

• Maintain strong product and process knowledge.
• Drive personal development through feedback.
• Identify and support process improvements.
• Contribute to projects and team initiatives.

What We’re Looking For

Education and Experience

• Bachelor’s degree or equivalent experience
• 2+ years of custody or financial services experience
• Experience in a client-facing environment
• Fluent English (minimum B2 level/Upper-Intermediate)

Skills And Capabilities

• Strong communication skills (written and verbal)
• Ability to manage client inquiries and deliver clear, timely responses
• Strong organizational and prioritization skills
• Ability to work under pressure and manage multiple tasks
• Ability to operate effectively without clear procedures, feel comfortable with the unknown, and connect information to resolve cases
• Strong attention to detail and structured problem‑solving approach
• Ability to collaborate across teams and build relationships
• Proficiency in using systems and tools to manage client inquiries and deliverables
• Knowledge of custody products (corporate actions, equities, fixed income, derivatives) preferred

What Success Looks Like

• Clients receive timely, accurate, and clear responses
• Issues are resolved end-to-end with strong ownership
• Work is delivered with high quality and attention to detail
• Strong collaboration with internal teams supports effective outcomes
• You contribute to improving processes and service delivery

What We Offer

• To encourage cultural awareness and philanthropy, BBHers have 1 Culture Celebration Day and 1 Community Service Day in addition to their paid standard vacation allowance
• Private medical care
• Life Insurance
• Employee Assistance Program - offering independent and confidential counselling services for you and your family. You can get support for topics including family, marriage and relationships, finances, and legal issues.
• Professional trainings and qualification support
• Wellbeing Program
• Online Social Fund benefit platform
• Social, sport and integration events
• Onboarding Program for new hire

We value diverse experiences. We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job description, please do go ahead and apply.

About BBH

Brown Brothers Harriman (BBH) is a premier global financial services firm, known for premium service, specialist expertise, technology solutions and partnership approach to client management. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. Delivering for our clients and each other energizes us. We believe that how we do our work is just as important as what we do. We are relentless problem solvers who know our best ideas come from collective debate and development—so we are never possessive about our ideas. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice—creating success that lasts. No matter where you sit in the organization, everyone is empowered to contribute their ideas. BBHers can pick up the phone and call any colleague, and they are happy to help. Expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often—pushing the boundaries of innovation. As a private partnership, every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. Because we know, our success begins with yours.

Go to BBH.com to learn more about our rewards and benefits, philanthropy, approach to sustainability or how we support you to thrive personally, physically and financially.