CA
Capital.comClient Service Specialist, English
Client Service Specialist in a leading trading platform. Supporting clients at all levels through various communication channels with a focus on building trust and satisfaction.
About the role
- Act as an escalation point for service issues and operational challenges
- Collaborate with clients and internal teams to communicate resolutions and service improvements
- Build an understanding of clients’ business processes to identify opportunities for support and partnership
- Conduct regular client meetings and feedback sessions to assess service quality and identify areas for improvement
- Oversee the team to deliver timely and accurate responses for clients and ensure quality control across service channels
- Provide support for transfer agency operations escalations related to transaction processing and investor servicing
- Monitor BAU client activities to ensure alignment with SLAs and KPIs
- Identify opportunities for process optimisation and efficiency improvements and implement feedback loops
- Ensure operational support and escalation processes comply with relevant regulations and collaborate with Risk & Compliance
- Maintain documentation including Business rules, Client Resource materials and checklists and ensure sign-off and implementation across business units
- Lead, mentor and develop the Client Support team, conduct regular 1 on 1s and performance check-ins
- Track service performance metrics and develop and present regular reports for internal stakeholders
Requirements
- Experience managing client support or operational teams (managing up to 10 direct reports)
- Experience in transfer agency operations, transaction processing and investor servicing
- Strong client relationship management and client advocacy skills
- Experience with service level agreements (SLAs) and KPI monitoring
- Knowledge of compliance, risk management and regulatory requirements
- Experience with reporting systems/tools such as AOM
- Experience in process optimisation and implementing feedback loops
- Experience leading, mentoring and developing team members
- Strong documentation and business rules maintenance experience
- Ability to conduct client meetings and stakeholder reporting
Benefits
- Flexibility : Hybrid Work Model
- Income Protection Insurance & Salary Continuance
- Generous Bereavement & Compassionate leave
- Private Health Insurance discount
- Primary & Secondary Paid Parental leave
- Death & TPD Insurance
- Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
- Training: Hands-On, Team-Customized, including SS&C University
- Extra Perks: Discounts on fitness clubs, travel and more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
CA
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