Client Services Representative

1 month ago

Birmingham, United Kingdom FIS Global Full time

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a teamthat is open, collaborative, entrepreneurial, passionate and above all fun.

**About the role**:
The Client Services Team are the first point of contact for Clients, providing exceptional customer service, issue management resolution, system and technical support. As a Client Service Representative you will report to the Client Service Team Manager.This role is responsible for developing and maintaining effective relationships with Platform Securities’ Clients as the owner of all queries, issues and escalations.

Client Service Representatives work closely with our Clients’ point of liaison and their associated Strategic Account Manager to ensure the delivery of a consistently high level of service. Success will necessitate on building an understanding of the client’sbusiness model and the services that we provide for them and recognising opportunities to improve new and existing services across the client base. Strong communication skills are essential and the ability to build good working relations at all levels withina client organisation. Comfortable engaging and communicating at management/executive level is a key to the position.

It will be necessary to represent Clients objectively at appropriate forums and operational business meetings and to contribute to and implement Service strategy. A track record of demonstrating excellent interpersonal and communication skills as well asstrong planning and co-ordination skills are essential to ensure that all client enquires are responded to in a timely manner.

**What you will be doing**:

- You will be responsible for the management, ownership and co-ordination of all service queries from clients including escalations and client complaints.
- You are the primary contact point for clients and will have an all-round knowledge of the business.
- You will be aligned to a specific type of clients e.g. Core Wealth, Institutional and Transfer Agency Clients.
- You will have exceptional customer service expertise, as the owner and coordinator of all service queries.
- You will need to work with the business and clients to review query resolution, data analysis, data entry, exception reporting and the planning & implementation of process improvements to support the client.
- Providing escalation support for more complex, technical business queries.
- You will be the owner and drafter of all client facing communications, so will need to have excellent written communication skills.
- You will be responsible for client facing incident communication and will therefore need to demonstrate that you are calm under pressure.
- You will need to maintain comprehensive knowledge of applicable products, services, and company policies and procedures.
- You will be an interface with clients to determine present and future needs and discusses progress toward solutions, building strong relationships as you go.

**What you bring**:

- Educated to degree level or equivalent.
- Experience of working in a similar role within Financial Services and knowledge of the associated regulations.
- Thorough understanding of operations, services and products for Platform Securities and Corporate Clients.
- Experience of delivering exceptional client service and managing corporate relationships.
- Maturity, integrity and the ability to work independently to achieve objectives with the minimum of direction.
- Excellent time management, verbal and written communication skills.
- Decision making in a high-pressured environment.
- Self-motivated and a proactive with a can-do attitude.
- Exceptional attention to detail and analytical skills.
- Ability to build long lasting professional relationships with colleagues and Clients alike.
- Results orientated and client focused.
- Strong team player who works collaboratively with others.
- Strong planning, organisational and problem-solving skills.

**What we offer you**:

- A work environment built on collaboration, flexibility and respect.
- A variety of career development tools, resources and opportunities.
- A competitive salary and benefits.
- Attractive benefits including private medical cover, dental cover, and travel insurance.
- Time to support charities and give back in your community.

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