Client Service Executive

Description de poste

For one of our clients, an international private bank based in Geneva we are looking for a :

CLIENT SERVICES EXECUTIVE

Job description

Key Accountabilities

• The role holder will deliver expert transactional banking service to clients using multi-channel communications options, including telephone and email.
• They will contact clients and ensure that we have captured client instructions accurately, demonstrating ownership of all client queries.
• The role holder will accurately identify all clients, adhering to policy and Customer Due Diligence regulations.
• They will be the first point of contact for clients who enquire about a payment transaction or static data change notification, demonstrating ownership of all client queries and ensuring proper escalations are taking place.
• They will also participate in other activities of the Client Service Team, such as issuing mass mailing communication
• Demonstrates confidence when handling challenging situations including complaints, taking responsibility to investigate and resolve effectively
• Ensures accuracy in all aspects of work, ensuring client requests are completely correctly and within agreed time scales whilst adhering to policy and procedures
• Shares the banks purpose, values and mindset and is able to demonstrate these
• Manages time effectively, adhering to work patterns and schedules to meet customer demand whilst ensuring own personal objectives are achieved
• Works with a range of internal stakeholders, support functions and third parties to resolve client queries
• Champions continuous improvements, brings forward suggestions, shares best practice and participates fully in team meetings
• Embraces change and uses available tools to help deliver a consistently excellent client experience
• Passionate about self-development and willing to commit to self-study within role

Stakeholder Management and Leadership

Role holder will work closely with internal stakeholders / relationship teams across different locations.

Risk and Control Objective

Ensures that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.

Profil required

• An excellent command of English, good level of French and ideally one other language (particularly Russian);
• Strong written and verbal communication skills, in order to deliver against our commitment to providing a world class service and drive our dedication to the client experience.
• The communication demands of the role are high and the role holder may be communicating in English with clients for whom English is not their first language;
• Able to negotiate and influence across a wide range of internal and external stakeholders;
• High level of computer literacy and able to interpret screen based information whilst continuing a dialogue with clients;
• Experienced in customer service roles within any industry / sector with the ability to build rapport;
• Good organisational skills and able manage time effectively;
• Adaptable to change in processes and procedures;
• Excellent attention to detail.
• General understanding of the marketplace, products, legislation and regulation
• Is enthusiastic, energetic and passionate when dealing with clients, making them feel welcomed;
• Confidence in their ability to talk to clients;
• The ability to liaise effectively with counterparts in other areas of the business;
• The ability to handle data in large quantities, in a variety of formats, which will be used to satisfy client requirements;
• Adaptability in approach and attitude;
• Ability to work calmly and constructively under pressure.

All files will be treated with the utmost confidentiality.