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Client Service Analyst
DWS Investment
posted 2mon ago
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Key skills for the job
Job Description
- Ensure client requirements pertaining to onboarding of new schemes are completed seamlessly without escalation.
- Ensure No revenue leakage follow up for Outstanding fees
- Target to ensure NIL overdue fees from clients and avoid amounts going into provisions
- Ensure all clients are on-boarded on electronic channels for straight through processing (STP)
- Ensure compliance Nil escalation to KYC / MIFFID and any other regional projects assigned to Client Manager
- Ensure Nil escalation adverse observation w.r.t audit /compliance w.r.t (statutory / system / internal / concurrent / regulatory / SEBI Audits)
- Upon receipt of any query / complaint, the same needs to be immediately intimated to relevant teams via e-mails or internal meetings as appropriate.
- CM to ensure obtain all the necessary details and information from the client and document all surrounding circumstances of the query / complaint for a comprehensive understanding and evaluation of the situation.
- Review / investigate client query / complaint raised and discuss with the relevant internal departments as necessary. Devise measures to address the query / complaint to the satisfaction of the client.
- Escalation of the query / complaint to supervisor and discussion of recommended measures. For critical issues that involve potential exposure or losses, subsequent escalation to Head / Senior stakeholders at SeS.
- Subject to decision of Supervisor / Head of Department, consult with Legal and Compliance. Involvement of SeS seniors as necessary.
- Ensure that query / complaint is resolved in 24 hours, else is escalated to SeS Client Management - Head via e-mail. (Reasonable Holding Response should be sent to the client with the information on efforts involved).
- Communicate results of the discussion, i.e. recommended resolution to the client together with immediate superior / Head post discussion internally before reaching out to client
- Client manager needs to ensure that mutually agreed decisions are implemented by operations team client is updated on the same as per pre agreed frequency
- Queries / Complaints that could result to a financial loss needs to be first discussed internally with respective Business Head / SeS India Head post that the same needs be reported to SeS Regional Management.
- Nil escalations client complaints in case of in/out transitions.
Your skills and experience
- Basic knowledge of Custody and Fund Administration
- Familiarity with Client Management aspect
- Knowledge of Capital Market
- Knowledge of basic Microsoft applications (like Excel, word power point)
- Relevant experience of minimum 0 to 3 years
How we ll support you
- Training and development to help you excel in your career
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression
- A range of flexible benefits that you can tailor to suit your needs
Employment Type: Full Time, Permanent
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