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About the role
Key responsibilities & impact- Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
- Provide coaching and support to team and serve as a point of contact for escalations
- Develop and maintain client portfolio through regular calls and face-to-face interaction
- Inform clients about problems (system failures, market issues) and provide regular resolution updates
- Advise on and advocate the implementation of process improvement and reengineering to improve client experience
- Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
- Escalate customer feedback, processing delays and errors appropriately
- Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
- Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
- Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
Requirements
What you’ll need- 2-5 years of customer experience
- Relevant experience (business/financial environment) preferred
- Demonstrated project management and organizational skills to prioritize multiple tasks
- Proven self-reliance and accountability and ability to manage risk
- Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
- Proven investigative and analytical skills
- Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
- Bachelor's degree/University degree or equivalent experience
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementanalytical skillscapacity planningaudit preparationprocess improvementproblem resolution
Soft Skills
customer experiencecommunicationself-relianceaccountabilityorganizational skillsrelationship building
Certifications
Bachelor's degreeUniversity degree