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On behalf of a larger Financial Services Provider, we are seeking a Fluent Japanese speaking Graduate to work in a Client Services role on permanent basis.
The role of the Client Service Representative is to be the first line of contact and support for global custodian and institutional client enquiries by telephone and by email. Primary responsibilities will include ensuring all emails and telephone calls are accurately responded to within the Service Level Agreement (SLA) and providing a world class service delivery to all clients in relation to their global proxy voting requirements.
The successful applicant will establish, build and maintain excellent working relationships with global custodians and institutional clients in order to facilitate a positive and productive business relationship whilst ensuring that all elements of their proxy voting requirements are addressed promptly and professionally.
? Promptly and accurately resolving email and telephone enquiries from clients about their proxy voting requirements
? Ensuring all email and telephone enquiries are resolved to a very high standard and all responses fulfil the clients expectations
? Taking ownership of and tracking ongoing and complex enquiries with various internal departments to ensure the actions are completed and the appropriate responses are closed out with the client
? Producing reports for clients based on systematic and manual output Issuing email alerts to clients along with any relevant supporting documentation to facilitate proxy voting
? Processing ad hoc administration requests from clients in line with pre-defined Service Level Agreements Articulating a full understanding of proxy process and demonstrating a full awareness of multiple company products and services available to clients
? Co-ordinating and actively participating in client meetings and service review discussions
? Ensuring the client understands the complete proxy voting processes and vote platforms available
? Setting up and leading regular conference calls with your allocated clients and keeping a record of all actions and minutes from these calls
? Tracking client issues/requests and monitoring progress through to successful completion Co-ordinating client on-boarding/conversions and assisting with client testing where applicable
? Providing demonstrations to new clients by webex and via conference calls
? Building an effective and professional working relationship with your client base and delivering a world class service at all times
? Keeping abreast of local market updates and changes in regulation and market practice and sharing knowledge with clients/staff internally where applicable
? Participating fully as a team member within the Client Service team and sharing knowledge and ideas to improve client satisfaction and service delivery May perform other duties/responsibilities as needed or assigned by the team leader
Skills and knowledge:
Ideally minimum of 2-3 years experience in client service/ or sales related role
Ability to speak Japanese fluently.
Experienced and passionate about driving high client satisfaction results and overall client advocacy
Solution orientated with analytical problem solving skills
Excellent written and verbal communication skills ? a confident and articulate candidate
Attention to detail and the ability to maintain performance under pressure and to tight deadlines
Experience of working in a financial service environment in similar Client Services, Asset Servicing, Custody Servicing or Proxy Voting department would be an advantage
Please contact Barbara@bhal.co.uk or call on 0207 972 9460
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