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Client Services Agent

2 weeks ago

Central Region, Singapore HUDSON RPO (SINGAPORE) PTE. LTD. Full time

The Client Services team is responsible for handling client inquiries through various channels, such as phone, email, and instant messaging. They assist both local and international clients with any questions about Euroclear Bank's services.

Our 'Best of Class' behaviour is to provide quick, strong and efficient assistance to clients. The Client Services team encompasses a variety of responsibilities, ranging from client-related activity to providing structural input to Operations.

Your Role:

As a member of the Client Services team, you will act as an interface between the clients' operations and Euroclear's own operations.

In this role, you will provide excellent service to clients, considering procedures and constraints. You will deliver valuable insights to clients and provide feedback on tactical and structural intelligence to our operations.

Responsibilities:

  • Handle Client inquiries received by phone, email and instant messaging channel.
  • Liaise with numerous internal departments to help you answer client queries in an effective and timely manner.
  • Preserve BAU to support our clients in case of contingency situations.
  • Actively contribute to the team effort in achieving important metrics collectively.
  • Actively contribute to improvements to the processes to ensure an excellent service to clients.
  • Build strong working partnerships with numerous internal Stakeholders across divisions.
  • Ensure workload remains balanced so as not to jeopardize quality through quantity.
  • Ensure client constraints are appropriately communicated to Operations and follow up on related initiatives.
  • Foster a culture of risk management and continuous improvement within our day-to-day Client Services and Operations processes.
  • Participate in company client events (including but not limited to client training and client meetings) to build relationships with clients.

Requirements:

  • Excellent command of the languages of English (written and verbal).
  • Excellent communication and persuasion skills.
  • Outstanding client service skills and a strong awareness of risks.
  • Capable of dealing with clients' questions and open to analyze exceptions.
  • Ensure follow-up of cases and investigations under your responsibility.
  • Able to analyze an issue taking all elements into account and provide constructive feedback.
  • Be assertive to negotiate with external parties to defend clients' interests.
  • Ability to multitask effectively, prioritize tasks, and deal with short timelines.
  • Open to challenges and able to produce accurate and detailed work.
  • Be positive, able to perform under stress, a great teammate, showing flexibility when necessary.
  • Prior client service experience in the financial industry is an advantage.
  • Any other Asian languages will be a plus.