CLIENT ADMINISTRATOR (m/f) Job in Luxembourg 000
RBC Dexia Investor Services offers a complete range of investor services to institutions worldwide. Our unique offshore and onshore solutions, combined with the expertise of our 5,400 professionals in 15 markets, help clients grow their business and sustain enhanced performance through efficiency improvements and robust risk management practices.
Equally owned by RBC and Dexia, the company ranks among the world's top 10 global custodians with USD 2.8 trillion in client assets under administration.
Services offered
RBC Dexia's innovative solutions include global custody, fund and pension administration, shareholder services, distribution support, securities lending and borrowing, reconciliation services, compliance monitoring and reporting, investment analytics, and treasury services.
rbcdexia.com
PURPOSE
- Single point of contact for shareholder and distributors for a fund or group of funds for all written enquiries as well as calls
- Ensure optimal client support by acknowleding and answering a enquiry in a timely manner (24/48 hours max)
- Responsible for all day to day enquiries within Shareholder Services (contract note and statement request, cash and trade enquiries, registration and event enquiries)
- dispatching of all incoming e-mails
- logging all enquiries within QTS in a timely manner
PRIMARY RESPONSIBILITIES
Operational Effectiveness
- He/She will answer to all calls from shareholder distributors within 10 seconds
- He/She will be responsible to monitor all incoming written enquiries and logging them into QTS
- He/She will be responsible to acknowledge investigation enquiries within 24 hours and provide an answer/feedback within 48 hours
- He/She will be responsible of dispatching incoming e-mails within the e-mail boxes to the relevant sub-folders in a timely manner
Risk Management
- Ensure that internal and external procedures and internal risk management requirements policies are respected and followed.
- Mitigate financial/reputational risk by ensuring appropriate response to queries, delivery and controls are followed from compliance with regulatory requirements or company policies.
Human Resources Management and Development
- Ensure that offered training and courses are taken to improve knowledge and quality
- Formal performance reviews are held on a semi-annual basis to ensure he/she is meeting the groups overall strategies
General Management
- Actively participate in the implementation of special internal and external projects
Client Service, Sales and Relationship management support
- Accountable for ongoing satisfaction of clients by ensuring deliverables meet client needs and expectations.
- ensure all queries are resolved timely
- Escalate within the group for escalated client issues.
POSITION REQUIREMENTS / EXPERIENCE
- Post secondary education with an economical background/finance or equivalent experience.
- Client services experience (Call Center) of min. 1 year or similar TA experience will be considered an additional asset
- Fluent in German and English, any other languages will be considered as a strong asset
- Knowledge in MS Office applications ( Word and Excel)
- Specific knowledge: BLS and/or SARA Knowledge is an asset
- Good communication and presentation skills
- Proven organizational and time management skills
- Client oriented
AUTHORITIES, IMPACT, RISK
- Incumbent must strictly adhere to established departmental standards, policies and procedures
- Input into project management and sales/business building for funds and supporting activities (Transfer Agent, ) in Luxembourg market.
KEY RELATIONSHIPS
- Shareholders Distributors
- Team Managers within Client Support
- Client Support
- Senior Management Shareholder Services Luxembourg.
- Transaction Processing teams
- Client Administration teams
WORKING CONDITIONS
- Flexible
- Well organized
- Independent within a team
COMPETENCIES
Behavioural
- Client Focus
- Continuous Improvement
- Initiative
- Driving for Results
- Teamwork and Cooperation
- Organizational Awareness
Technical
- Transfer Agent Business knowledge
- Client Support knowledge
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