Client Experience Associate

As a Client Experience Associate, you will guide clients through the admission and membership process and ensure client data remains up-to-date as services evolve, thus directly contributing to client satisfaction throughout the lifetime of the relationship. You’ll be responsible for the execution of the following tasks:

1. Client Onboarding

• Capture client requirements for analysis, in preparation for future onboarding and service implementation
• Verify requirements for client participation, including AML, anti-terrorism, and other Group procedures
• Prepare supporting materials to guide and train clients during their onboarding, maintenance and offboarding journeys
• Create and maintain internal procedures detailing relevant onboarding tasks
• Manage start-up phase and conclusion of the contractual relationship with clients, ensuring that adopted procedures are consistent with primary reference standards

2. Daily Account Maintenance

• Manage and update the registry and database for the provision of services and client invoicing
• Manage participation in the national network used by the banks and the outsourced technology providers
• Assess operational risks and constantly monitor containment measures in accordance with group policies
• In accordance with a applicable regulations and anti-money laundering procedures, monitor and identify and report suspicious situations
• Support clients on issues related to methods of participation in services
• Coordinate updates of client documentation and ensure it is published on the company website
• Sending applicable market/operational notices
• Manage and monitor the process of issuing information reports to interested clients
• Handle admission of financial instruments that can be centralised
• Verify securities admission eligibility, both from a regulatory and an operational perspective

3. Relationship Management

• Act as an interface between non-tier 1 clients and internal implementation/project teams, ensuring client requirements are accurately considered and implemented
• Manage non-tier 1 client needs and requests on an ongoing basis, ensure that the necessary requirements for Custody and Settlement functions are properly understood and that issues are correctly addressed and managed

Profile:

• Strong proficiency in MS Outlook, MS Teams, Word, Excel and PowerPoint.
• Knowledge, Skills and Experience Required
• Bachelor’s or Master’s degree, ideally in business management or finance.
• 2-3 years of successful experience in a client facing role is an advantage.
• Fluency in English and French is required. Fluency in Italian and/or Dutch will be considered an advantage.
• Flexibility to travel frequently, potentially including extended stays.
• Demonstrated ability perform well, keep composure, and meet deadlines in a fast-paced, transforming and results-driven environment.
• Strong organisational skills with ability to perform and prioritize multiple tasks.
• Strong analytical and problem-solving capabilities; ability to quickly gain a deep understanding of a wide span of complex operational and regulatory matters.
• Fast learner and proactive behaviour with excellent attention to detail.
• Experience in working with international teams.
• Ability to work independently.