Client Service Officer
About the Role
Premier provider of investor services, seeking an experienced Client Service Officer to join our Custody Operations team in Melbourne.
This critical role ensures they provide a pro-active, high-quality customer service experience to their diverse range of domestic and international clients, including both investors and intermediaries. You will be the first point of escalation for clients and will coordinate with global operations teams to service client needs across cash, trade support, and corporate actions.
The most important aspect of this role, beyond excellent client service, is a deep knowledge and experience of the inner workings of international markets and custody products.
Key Responsibilities
- Receive and proactively manage all incoming client inquiries (phone, email, etc.), ensuring adherence to service standards (SLAs).
- Act as the first point of escalation for client problems, issues, and complaints, managing them through to resolution.
- Monitor query flows for international markets, working closely with global operations teams (particularly in Kuala Lumpur) to ensure response accuracy.
- Manage client credit requirements for each settlement day in conjunction with internal risk and credit teams.
- Monitor all settlement systems to ensure any issues are escalated and resolved without client impact.
- Assist the Implementations Team with new client onboarding to ensure a smooth transition.
- Prepare and distribute weekly/monthly client service reports and other management information (MIS).
- Participate in system testing, process improvement projects, and other client-focused projects.
Skills and Experience
Essential:
- A minimum of 5 years of Operations or Client Service experience gained within a broking or custody environment.
- Essential exposure to, and strong knowledge of, international markets.
- Deep understanding of custody product offerings (Equities, Fixed Income, FX, Asset Servicing, Cash) and end-to-end business flows.
- Proven experience in a client-facing role with a proactive and quality service focus.
- Strong background and experience in back-office processes.
- Exceptional communication skills, with the ability to explain difficult concepts clearly.
- Highly organized, with a proven ability to prioritize work and meet deadlines.
- Ability to work effectively in a team environment with minimal supervision.
Desirable:
- Finance, commerce, or business-related tertiary qualifications.
- Knowledge of SWIFT.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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