RTM- Client Service Officer

Role Description

RTM- Client Service Officers (CSO) act as single points of contact for all DB custody clients inquiries for the Security Services (SES) business. The query may pertain to Settlements, Corporate Actions, Income, Reporting, Tax or Account administration. In addition, CSOs liaise with all necessary internal parties to ensure client query resolution in a timely manner.

Your key responsibilities

• Account Opening/Maintenance/closure for various regions in EMEA.
• Prepare and review Tax related -ITRA documentation for Europe markets
• Knowledge of Invoice and billing preparation for clients
• Autobahn implementation and support.
• Client management related admin activities.
• Taking in, examination (HRMP) of client security instructions received via fax, validation of signatures and further processing
• Clarification of unsettled trades pertaining to the client, the counterparty and/or the depository
• Proactive client-specific transmission of information to the client
• Prompt and competent processing of client inquiries via CSS, fax, SWIFT and the telephone
• Prompt and competent clarification of client complaints
• Prompt processing, preparation, forwarding and controlling of client instructions in terms of corporate action instructions under consideration of the deadlines
• Supervision of holdings and instructions in the case of corporate action instructions, including following up on outstanding client instructions and supervising the receipt of missing client instructions
• Processing of rights claims in terms of transactions over the ex-date (RCL)
• Processing of inquiries regarding securities and cash turnover which result out of settlement and capital measures
• Documentation of client communication (Phone call, CSS)
• Supervision and prompt clarification of short positions on the part of the client
• Prompt controlling and release of invoices in (Billing application)
• Identification of the need for client visits, their initiation and where necessary, participation

Your skills and experience

• Knowledge of markets and settlement practices across European markets
• Knowledge of securities operation products, such as OTC settlement, CCP and Xetra settlement, auto-borrowing, DMA, etc.
• Knowledge of the client set-up and the service agreements, including knowledge of the respective terms and conditions
• Prompt reaction to client inquiries within the respective deadlines (see best practice guidelines)
• Oral and written fluency in English/German and possibly other languages
• Prompt communication/escalation of extraordinary, difficult and risk-laden client inquiries, as well as complaints
• Preparedness to take on back-up functions
• 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