Job Details
Benefit Payment Services - Client Service Representative (Analyst)
Job Description
Benefit Payment Services - Client Service Representative (Analyst) Job Description - 450
[Investment Banking Client] Broker Dealer Clearance Operations has an exciting opportunity for a Client Service Representative to join our growing Delaware team. The business provides industry leading Clearing and Financing services to [Investment Banking Client]'s Broker Dealer clients.
[Investment Banking Client] offers clients the right combination of experience and service quality by bringing together expertise in fixed income clearing, proven processes and technology, and the global resources needed to manage complex relationships. The business is currently managed with Operations Centers in various locations.
The key responsibilities of the Client Service Representative are to deliver day-to-day support for external clients, taking responsibility for the client experience, monitoring, and resolving service issues and acting as the advocate for the client. This individual also acts as the point of contact for internal customers and business partners; ensuring issues are addressed appropriately, accurately and in a timely manner for all parties involved. These clients hire us as Benefit Paying Agent for their Qualified and Non-Qualified Retirement Plans.
The successful candidate must have a proven track record demonstrating a proactive, hands-on management approach and strong systems skills. The individual should have a desire and ability to learn quickly and be a self-starter. A positive mindset and capability to overcome challenges are a must in addition to exceptional leadership qualities.
The Client Service Representative is accountable for adherence to service quality standards and the Benefit Payments delivery model. Individuals in this role respond to and manage client inquiries and requests including but not limited to payment issues, system access, audit requests, reconciliation break research, monitoring of workflow tool queues for client directive issues, account documentation as well as account transactions and related activities. The Client Service Representative will be responsible for all client communications via telephone call and email correspondence. The Client Service Representative is responsible for notifications to service partners of any escalated issue affecting shared clients and relationships.
The Client Service Representative is responsible for receiving and tracking all client requests and inquiries for tax reporting, projects, custom reporting, and operational errors/updates.
Qualifications:
- Minimum 3 years experience in client service
- Strong client management skills
- Strong risk management, strategic thinking and planning skills
- Highly motivated, ability to act without direct supervision
- Excellent time management and prioritization skills
- Creative problem solving skills - working across the organization to solution issues and implement for the client
- Communication skills - excellent oral and written business communication skills, ability to present information clearly and concisely to groups, ability to chair facilitate meetings with client and managers
- Identify and promote service improvement, efficiencies and opportunities
- Proficiency in MS Office Products (Word, Excel, PowerPoint)
Preferred Skills/Experience:
- ERISA and retirement plan knowledge
- Benefit Payment experience
Position Summary:
- Clearance, Settlements, Client Inquiries, Custody and various other aspects in support of our Broker Dealer clientele.
Education:
- Bachelor degree - Business preferred
Skills required are advanced:
- Organizational skills
- Attention to detail
- Problem solving
- MS Office skills must be at least intermediate level of excel user
- Oral & written communication
- Client relationship
- Time management
- Analytical skills