Client Service Officer

5 days ago

Melbourne, Victoria, Australia Ambition Full time $60,000 - $90,000 per year

Client Service Officer

We're looking for a proactive Client Service Officer to support both domestic and international custody clients on a contract basis. This role is central to ensuring smooth day-to-day operations across trade support, settlements, and corporate actions, while maintaining high service standards and acting as a key escalation point.

Key Responsibilities:

  • Respond to client inquiries via phone, email, and other channels, ensuring SLA targets are met.
  • Oversee query flow for international markets, particularly through the Kuala Lumpur servicing hub.
  • Collaborate with the domestic service team to manage local client needs.
  • Maintain compliance with global standards for query tracking and resolution.
  • Build strong relationships with global operations teams, especially KL GC.
  • Provide Level 1 support for Velocity platform users.
  • Coordinate daily client credit requirements with account management, risk, and credit teams.
  • Monitor settlement systems and escalate issues to prevent client impact.
  • Track and calculate client stock positions as needed.
  • Prepare regular client service reports for internal and client-facing meetings.
  • Maintain accurate records of client signatories, standing instructions, and service standards.
  • Support new client onboarding in partnership with the Implementations Team.
  • Identify and communicate cross-selling opportunities to Account Managers.
  • Conduct client service calls and distribute detailed call reports.
  • Participate in system testing and contribute to process improvement initiatives.
  • Escalate client issues to senior stakeholders when necessary.
  • Assist in preparing and distributing management information reports (MIS).
  • Manage incoming manual instructions and ensure proper distribution.
  • Keep procedures and documentation up to date and aligned with custody processes.
  • Collaborate with internal teams to stay ahead of evolving client needs.
  • Act as a first point of contact for client complaints and escalations.
  • Lead or support projects focused on process efficiency and client experience.

Experience

  • Minimum 5 years in operations or client service within custody or broking environments.
  • Strong understanding of international markets and custody products (Equities, Fixed Income, FX, Asset Servicing, Cash).
  • Familiarity with SWIFT messaging and corporate action events.
  • Proven ability to manage complex client queries and deliver proactive service.
  • Experience with back-office processes and SLA-driven environments.
  • Tertiary qualifications in finance, commerce, or business (preferred but not essential).
  • Strong communication skills and ability to simplify complex concepts.
  • Knowledge of client onboarding and implementation processes.

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