Client service Agent

Role Overview
JOB DESCRIPTION

• Client Relationship Management: Serve as the primary contact for assigned clients, ensuring proximity and responsiveness to their needs. This includes guiding clients through FundSettle browser usage and SWIFT reporting tools
• Operational Oversight: Monitor and support daily operations such as order processing, transfer handling, and corporate actions. Ensure timely confirmations and proactive issue resolution.
• Escalation Handling: Act as the first escalation point for operational issues, coordinating with internal teams to resolve discrepancies.
• Voice of the Customer: Represent client interests in internal forums, contributing to service improvements and operational feedback loops

Key Responsibilities

• Process customer orders and inquiries via phone, email, and other channels.
• Provide accurate information on pricing, product availability, and delivery schedules.
• Suggest alternative or additional products and services to meet client needs.
• Handle escalated issues and complex complaints with professionalism.
• Track order activity and proactively address potential delivery challenges.
• Act as a communication bridge between customers and sales teams.
• Contribute to continuous improvement initiatives and process enhancements.

What We Are Looking For

• Strong problem-solving skills and ability to work independently within defined guidelines.
• Excellent communication skills, both written and verbal.
• Customer-focused mindset with sensitivity to client needs.
• Ability to manage multiple tasks and prioritize effectively.
• Experience in handling complex queries and escalations is a plus.

As part of the Investment Funds Client Service team, you will work closely with different internal stakeholders such as operations, commercial, network management, in light of ensuring to deliver a premium service to our clients. We offer an in-depth internal training program covering the funds market and the industry and the different operations streams such as new issues, account opening, orders, etc. Anticipating further to deepen your knowledge and experience, we also offer an external training course, enabling you to become a funds professional, obtaining the funds certificate achievement, once you have completed the program.

We are looking for dynamic individuals with solid communication and analytical skills and a very strong client and team focus.

About Us
Why join us
Embark on your new adventure at Euroclear, and work at the heart of the global capital markets. We connect over 2,000 financial institutions across the globe. As an open and resilient infrastructure, we contribute to the stability of the financial markets. We help clients cut through complexity, lower costs, and mitigate risks of financial transactions. At Euroclear, we have the clear ambition to use our key role to facilitate and accelerate a sustainable global financial system.

What We Offer

• Work closely with inspiring, supportive and engaged colleagues from more than 80 different countries.
• Practice your talents in a highly professional international environment.
• Join a learning and development environment with an emphasis on knowledge sharing and training.
• Competitive salary and comprehensive benefits.

New ways of working
Find your own optimal balance within our hybrid working model, where you can connect at the office and also benefit from remote working.

Great Place to Work for All
We are committed to creating an inclusive culture that celebrates diversity and strives to be a Great Place to Work for All. All qualified applicants will be considered for employment, regardless of any aspect that makes them unique (including race, religion, national origin, gender, sexual orientation, age, marital status, pregnancy, disability, ...). If you need any specific accommodation due to disability or any other reason, you can let the recruiter know during your application process.