Custody Client Service Specialist

FirstRand; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading South African bank in Johannesburg is seeking a Custody Client Services professional to enhance client experiences through effective service delivery. The role involves addressing client inquiries regarding custody and corporate events, coordinating account processes, and ensuring regulatory compliance. The ideal candidate should possess strong problem-solving skills and demonstrate the ability to develop collaborative relationships. This position offers the opportunity for professional growth and engagement across various service dimensions.

Responsibilities

• Investigate client issues with Custody and Corporate Events.
• Coordinate and monitor account opening, amendment, and closing requests.
• Respond to client queries regarding custody and settlements activity.
• Dispatch required supporting reports to clients.
• Safeguard client documentation for account administration.
• Address corporate event and settlement issues and respond to inquiries.
• Engage in client visits and service reviews.
• Support Line Manager with documentation for client interactions.
• Adhere to processes to mitigate risks and ensure timely escalation.
• Demonstrate leadership on regulatory matters and awareness of risks.
• Nurture collaborative relationships in the work area.
• Provide regular service delivery reports against service level agreements.

Job description

Overview

To provide Custody clients with high quality service and relevant support required throughout the full value chain i.e., account setup to closure. To maintain open lines of communication with such clients to retain and enhance the clients’ overall experience.

Responsibilities

• Investigate issues that clients face with their Custody and Corporate Events (dividends, income, mandatory/voluntary etc.) and reply to client queries using the bank's query management tool.
• Become involved in the coordination, monitoring, record keeping and reconciliation of account opening, amendment and closing requests.
• Respond to client queries concerning custody/settlements activity and cash (unaffirmed / mismatched / failed trades / debit-credit entries investigation as well as Corporate Events.
• Dispatch supporting reports required by direct clients in relation to the above issues, as per the mutually agreed process.
• Engage in the safekeeping of any client documentation required for the account administration process.
• Investigate corporate event and settlement issues, respond to client cash inquiries and market questionnaires and respond to ad hoc requests, thus contributing to the establishment and maintenance of the bank's reputation for service excellence in Custody.
• Become actively involved in client visits and service reviews.
• Support Line Manager, when needed, with any supporting documents required for client visits/service reviews.
• Adhere to processes and controls to identify and mitigate risks and ensure timely escalation of control issues and reputation risks.
• Demonstrate leadership on regulatory and compliance matters. Maintain awareness of risk and minimise the likelihood of it occurring through its identification, assessment, mitigation and control.
• Develop, encourage, and nurture collaborative relationships across area of specialisation.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below 31/01/26. All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.