Client Services Representative (Permanent contract) M/ F/ X

Job Details

Client Services Representative (Permanent contract) M/ F/ X

The Manpower Permanent Placement agency is recruiting for one of its clients, a financial institution, a Client Services Representative (Permanent contract) M/ F/ X, to join the team. We are looking for proactive people open to a new challenge , in a dynamic environment.

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.

Your tasks:


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

Client Servicing

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

Commercial development

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

Your profile:

Good knowledges of financial Markets in general

Fluent in English is required; fluent in French, German, Dutch will be beneficial

Good 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

Our offer:

A stable environment with a large game of benefits

Location: Luxembourg – Kirchberg

If you are interested in this offer, please apply online !