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?

OPERATIONS

·         Answer standard and ad-hoc Investor and Distributor queries, as required.

·         Answer the telephone in a professional and knowledgeable manner ensuring an excellent investor experience.

·         Arranging standard and ad-hoc Client and Regulatory reporting as required.

·         Liaise with other FDS teams to ensure a timely resolution to queries /requests.

·         Escalation of issues.

·         Ensure procedures and checklists are updated and adhered to.

·         Participate in any projects assigned.

·         Actively participate in team workshops and weekly meetings.

QUALITY CUSTOMER SERVICE

·         Provide 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 / EFFICIENCY

·         Participate in cross-training for developmental and team coverage purposes

·         Ensure that recurring client issues are noted and advised to manager

·         Demonstrate strong awareness and acceptance of deliverables by offering assistance and/or sharing of knowledge

BSc Degree in relevant field

Essential
·         Strong Proficiency in German or Italian

·         Experience in Shareholder Services or similar customer services environment.

Preferred
·         Additional European Language proficiency would be beneficial.
·         Experience in financial services industry in an operations environment

·         Accuracy and Quality – high levels of attention to detail.

·         Customer Orientation/Investor experience

·         Professional and Personable Manner

·         Business Acumen

·         Ability to work effectively in a busy and challenging   environment.

·         Ability to work well within a team.

·         Effective Written / Verbal Communication

·         Multi-tasking and Time Management

·         Performance Orientation

·         Strong Interpersonal skill

·         Experience in a Shareholder Services or similar environment.

·         Computer literacy including Microsoft Office products