Manpower Permanent Placement cabinet, is recruiting for one of its clients, a financial institution, a Client Services Representative (Permanent contract) M/ F/ X
The primary role of the Client Services Representative is to resolve client product queries and issues, in order to deliver outstanding servicing to clients over the digital, phone and email channels.
To provide client issue resolution in a diplomatic manner.
To place client investment orders and asset transfer instructions accurately and in a timely manner.
To ensure complaints are processed as per company procedure.
To identify and log client service operational risks via the department Risk Register.
To provide additional support and input to Bank initiatives as requested and in cooperation with other functional areas.
The role is a flexible resource, client-service focused, but skilled to provide commercial and relationship management support as required.
To provide support and assistance to clients on a scheduled basis
Gain the confidence and trust of prospects, pre-live clients and live clients through provision of exemplary customer service at all times.
Provide dealing support to our clients, taking ownership of queries and seeking solutions.
Ensure timely and accurate execution of all dealing transactions and asset transfer instructions.
Provide quoted securities prices and company information to customers, ensuring that this does not breach the scope of ‘execution-only’ dealing.
Ensure client complaints are logged and processed in line with procedures.
Maximize available time for call collection, prioritizing incoming calls as top priority.
Compliance to all department procedures as documented.
Make outbound calls as required, including to assist new clients open their accounts (documentation etc).
Communicate to live clients via email and company’s internal messaging system.
Ownership and resolution of customer enquiries in respect of their account and/or transactions, referring to the Team Manager as appropriate.
Develop and maintain strong working relationships with other departments within of the bank.
Provide technical support to others as necessary.
Report and escalate where appropriate system downtime or functionality problems.
Manage other department processes as delegated in accordance with their procedures.
Demonstrate commitment to personal and professional development by contributing to one-to-ones and performance meetings.
Maintain procedure documentation for client servicing operational activities.
Understand and adhere to industry regulations and company operating policy and values, particularly with regard to anti-money laundering, anti-terrorist financing and banking secrecy regulations, as stipulated by the CSSF, which must be strictly complied with.
Treat customers fairly at all times.
Compliance with all group policies.
Take an active part in the department’s commercial effort, by conducting outbound calls for pre-live clients, cross-selling different account types, or others as dictated by circumstances.
Active role, when needed, in operational processes linked to outbound calls.
Pro-active demonstration of product up and cross-sell.
Identify and promote opportunities to improve personal and team operational efficiency.
Keep abreast of market conditions and industry news in order to better provide for client needs.
Exemplary role model for peers and colleagues in regard to quality of operational task fulfilment and management of internal and external stakeholder relationships.
Good knowledges of financial Markets in general
Fluent in English is required; fluent in French, German, Dutch will be beneficial
Intimate knowledge of the account opening process, both at client level and bank level.
Know the regulatory environment and associated risks that require managing
Understanding of various Investment products including derivatives; characteristics and applications
Knowledge of client / prospect servicing and relationship management activities within the banking/brokerage business.
Good understanding of KYC, AML, ATF, banking privacy and data protection legislation in Luxembourg.
Knowledge of local tax environment and implications to clients.
Understand PRIIPS and MiFID II legislations
Confident and professional
Analytical & Problem solving
Understand PRIIPS and MiFID II legislations
A stable environment with a large game of benefits
Location: Luxembourg – Kirchberg