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Job Description
What is the opportunity?
The Entitlement Services Support (ESS) Client Service Representative provides in depth knowledge and professional responses to clients requiring assistance with Entitlement Services related inquiries. The CR provides support with escalation matters, as well as providing detailed information on event processing and market practices associated with Entitlements. This role supports providing a globally integrated client experience by ensuring we provide quality service while reducing risks and improving efficiency.
What will you do?
- Provide a high level of Client Service by ensuring the accuracy and timeliness of responses while managing any related risks and ensuring all inquiries are processed in line with Service Level Standards.
- Investigate, resolve and respond to client queries by researching further information, as appropriate and dealing directly with the client using a consultative partnership approach.
- Provide feedback on client inquiries, identifying trends, and logging issues to assist in monitoring client satisfaction levels.
- Assist in implementing strategies to improve the Client Service experience.
- Respond to escalation issues received from clients ensuring all identified issues are escalated same day to management with suggested resolution.
- Assist in developing and maintaining relationships with clients through scheduled health check and conference calls.
- Maintain workflow in an orderly fashion to permit backup to readily follow up during absences.
- Participate in team meetings, presenting information on Entitlement related topics where required.
- Assist other ESS CRs upon completion of assigned duties.
- Ensure all Policy & Procedures and daily task requirements are thoroughly reviewed and be fully familiar with all Entitlement related processes so that information is accurately conveyed to clients.
- Ensure full understanding of Escalation Protocol and followed on a daily basis.
What do you need to succeed?
Must-have
- 1 – 2 years previous experience in the financial services industry
- In-depth understanding of all Entitlement events. Including Voluntary, Mandatory, Income, Maturities, Proxy and Class Action events.
- In-depth understanding of technical aspects of SWIFT messaging and taxation as it affects Entitlements.
- Must demonstrate an understanding of the risk associated with Entitlements.
- Strong verbal and written communication skills
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
- Opportunity to obtain hands-on experience throughout your role
- Working with an exciting, close-knit, supportive & dynamic group
- Opportunity to collaborate with other business segments within the bank
- Excellent career development and progression opportunities
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
Job Skills
Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Interpersonal Relationship Management, Problem Solving, Product ServicesAdditional Job Details
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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