We are seeking to recruit a talented, motivated individual for the Global Custody and Agency Services (GCAS) Client Service Team based in Central Park, Dublin. GCAS Client Services is a client-facing team, responsible for consistent service delivery of GCAS products and services. The Client Service Representative role is pivotal in supporting our clients, and the business, in everything transactional and operational.
The successful applicant will be capable of delivering consistent, top quality client service while complying with internal procedures, controls and regulatory requirements in a dynamic, fast-paced environment. Acting as the client champion within the organisation you will enhance the service proposition to clients while also helping to reduce risk and create operational efficiency. Creating a solid value proposition and developing the day-to-day client relationships.
The Client Service Representative is a key contributor in managing the GCAS book of business across Global Custody, Escrow, and IPA products. Effectively dealing with client queries to tight deadlines while being the key liaison point between clients and Core Operations, navigating the organisation to deliver for our clients.
Responsibilities will include but not limited to:
- Build and maintain effective client relationships with new and existing clients
- Manage and resolve day-to-day client queries quickly and professionally
- Partner with clients to create a culture of trust and operational efficiency
- Prioritise enquiries effectively, differentiating between client tiers
- Act as the client champion within the organisation, ensuring service standards are met
- Manage clients’ expectations through effective communication
- Be a key escalation point for clients and operational support partners
- Identify process gaps and weaknesses. Drive robust, scalable solutions to resolve them
- Deal with a high volume of queries, ensuring timely resolution
- Participate in client meetings and service reviews
- Escalate quickly, raising risks and issues to senior management
- Promote automated solutions for reporting and instruction to all clients
- Support management in the delivery of business and service strategy
- Collaborate with partners in Product, Sales, Account Management, Technology, Ops as required
- Effectively document risks, issues and product deficiencies
- Attend and contribute to team meetings
- Comply with regulatory requirements and all policies and procedures
- Minimum of 5 years securities industry experience
- Excellent written and verbal communications
- Builds strong and lasting client relationships
- Track record of issue ownership, escalation and resolution
- Solid understanding of global market settlements, payments and FX operations
- Knowledge of Escrow and Issuer services preferred
- Experience in a client-facing role preferred
- Goes the extra mile to deliver service excellence
- Performs well under pressure, meeting aggressive deadlines
- Excellent time management and prioritisation skills
- Works well within a team
- Sound understanding of operational risk
- Ability to move the organisation to meet needs of top clients
- Good working knowledge of SWIFT messaging
- Exceptional attention to detail
- Ability to liaise at all levels of the firm and with people of differing backgrounds
