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Senior Client Service Specialist
3 weeks ago
Get to know the role:
- As a key point of contact, deliver high-quality service to custodians, fund managers, advisers, and investors via phone and written correspondence.
- Manage day-to-day reporting requests, respond to client queries within agreed service level agreements, and oversee designated client mailboxes.
In this position, you will lead service delivery for an assigned client portfolio, ensuring excellence across all client touchpoints—including investor, adviser, and fund manager interactions.
Apply your growing technical expertise to assess issues, provide recommendations, and drive improvements, while also supporting and guiding less experienced team members and identifying opportunities to enhance processes.
Facilitate daily managed fund transaction processing for fund managers, investors, and advisers.
Deliver proactive, customer-focused solutions that enhance client experience.
Serve as a senior-level support representative, handling moderately complex tasks with independent judgment.
Manage and resolve client queries and escalations promptly and professionally.
Provide guidance, support, and mentorship to junior client service team members.
Respond to and resolve inbound client phone enquiries efficiently.
Ensure timely resolution of internal and external queries and escalations in line with agreed service level agreements.
Maintain direct communication with fund managers, investors, and advisers to support ongoing service delivery.
Monitor and action requests in client mailboxes and workflow systems to ensure nothing is missed.
Liaise with clients and advisers to complete service and processing requests within established timeframes.
Requirements- Self-motivated and proactive, with the ability to manage competing priorities and deliver results within tight deadlines.
- Strong analytical and problem-solving skills; evaluates alternatives and applies innovative, practical solutions.
- Excellent verbal and written communication skills, with a customer-centric approach.
- Proven ability to manage client requests and deliver outcomes aligned with service standards.
- Proficient in Microsoft Office Suite, with the ability to produce high-quality documentation and analysis.
- Exceptional attention to detail and accuracy in all aspects of work.
- Positive, can-do attitude with the ability to thrive in a fast-paced, high-performance environment.
- Solid understanding of anti-money laundering and know-your-customer requirements and compliance principles.
- Experience resolving investor and adviser queries with professionalism and efficiency.
- Background in funds management, unit registry, or superannuation administration (preferred).
- Prior experience in operations or client service roles within financial services (preferred).
- Bachelor's degree in business, finance, or related field.
- Postgraduate qualifications desirable.
- A competitive salary and benefits package.
- Opportunities for professional development and career growth.
- A dynamic and supportive work environment.
We are committed to fostering a diverse and inclusive workplace culture.
We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation.
