The successful candidate will be responsible for delivering a high quality service to CACEIS FDS (Shareholder Services) Clients. The Senior Investor Client Services Officer will be responsible for the correct handling of investor queries received by email and over the phone. Preference may be given to candidates with proficiency in a European language, such as German or Italian. In addition, there will be ad-hoc FDS tasks such as reporting and supporting other team members. The Senior Investor Client Services Officer will be expected to handle a high volume of queries accurately within agreed SLAs (Service Level Agreements).
What will you do?OPERATIONSAnswer standard and ad-hoc Investor and Distributor queries, as required.Answer the telephone in a professional and knowledgeable manner ensuring an excellent investor experience.Arrange standard and ad-hoc Client and Regulatory reporting as required.Liaise with other FDS teams to ensure a timely resolution to queries/requests.Escalate issues as necessary.Ensure procedures and checklists are updated and adhered to.Participate in any projects assigned.Actively participate in team workshops and weekly meetings.QUALITY CUSTOMER SERVICEProvide high quality customer experience by responding promptly and accurately to all enquiries received by the team in accordance with agreed deadlines.Advise Manager of all issues, ensuring closure of same and suggest resolution where possible.Ensure all queries are managed through CRM application in a timely manner.TEAMWORK / EFFICIENCYParticipate in cross-training for developmental and team coverage purposes.Ensure that recurring client issues are noted and advised to the manager.Demonstrate strong awareness and acceptance of deliverables by offering assistance and/or sharing of knowledge.
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