Client Service Analyst

Role Description

RTM-Client Service Officer acts as a single point of contact for managing all DB custody Clients for Security Services (SES) business..

The scope of the role will to Settlements, Corporate Actions, Income, Reporting, Tax or Account administration across EMEA region

Your key responsibilities

• Provide support to clients on all day-to-day, service/ transactional / client Management related queries applying the highest standards primarily for Securities Services clients across regions.
• Support with account opening/ maintenance/closure for various regions in EMEA.
• Ensure smooth Onboarding/Offboarding of clients.
• Prepare and review Newsflash communication to all clients.
• Participate in Service level agreement preparation and reviews with clients.
• Participate in Client Calls with sales Team.
• Escalation management with Network Teams of Client.
• Manage and participate in Due Diligence visits or calls across EMEA regions.
• Identification of the need for client visits, their initiation and where necessary, participation.
• Client Complaints handling and resolution.
• Knowledge of Invoice and Fee Proposal preparation for clients.
• Regular Bi-weekly/monthly client meetings to identify growth opportunities in new markets.
• Participate in Technology projects for SES Business.
• Review & manage Client documentation.
• Work closely with client management team to ensure client delight.
• Contributes to Continuous Improvement activities leading to operational efficiencies.

Your skills and experience

• German Language proficiency is a must. (C1).
• Have a minimum of 5 to 8 years client services / client facing experience overall and at least a year in the Securities Services business covering Custody & Clearing, Fund Services.
• Possess excellent communication skills, inter-personal skills and be a strong team player.
• Knowledge of the client set-up and the service agreements, including knowledge of the respective terms and conditions.
• Knowledge of markets and settlement practices across European markets.
• Knowledge of securities operation products, such as OTC settlement, CCP and Xetra settlement, auto-borrowing, etc.
• Prompt reaction to client and Network escalations.
• Verbal and written fluency in English/German and possibly other languages.
• Prompt communication/escalation of extraordinary, difficult, and risk-laden client complaints.
• Adherence to the internal control, reporting and compliance guidelines.
• Cooperation within the team, beyond the team (live an open-door policy) and adjoining departments.
• Realistic priority-setting under consideration of the total scope of tasks set.
• Efficient, structured, independent, and autonomous working.