Client Services Representative recruitment

Our Company

State Street Corporation (NYSE: STT) is the world's leading provider of financial services to

institutional investors including investment servicing, investment management and investment

research and trading. With $21.510 trillion in assets under custody and administration and $1.877 trillion in assets under management at September 30, 2011, State Street operates in 26 countries and more than 100 geographic markets and employs 29,685 worldwide. For more information, visit State Street’s web site at www.statestreet.com

Promoting a culture of excellence

With more than 29,000 employees across 26 countries, at State Street, our people are our greatest asset. We recognize that highly skilled, engaged and productive employees are essential to our success. Our company values reflect our commitment to employee engagement, Global Inclusion and corporate social responsibility — to help you build a fulfilling career. Around the world, we aim to be an employer of choice by offering competitive compensation and benefits, personal and professional development opportunities, and a work environment that promotes a diverse array of people, ideas and skills.

We’re a company that insists on, and rewards, performance excellence. We know our success hinges on attracting the best people to join us — people like you.

We encourage you to explore the possibilities that a career at State Street can offer you.

State Street is committed to embracing diversity and inclusion in the workplace.

Purpose of Role:

In this client facing role, you will be the first point of contact for State Street’s institutional clients building trust and confidence in the services being delivered and representing the client within the State Street organisation to ensure that all queries and issues are resolved accurately and timeously.

You will be expected to be able to provide support and guidance to the Associate 1 staff within the team and be willing to participate in activities out with your core responsibilities

Specific Duties:

- Deal with queries from our client base in relation to their valuations, statements or daily activity.

- Participate in the preparation and / or attend client meetings supported by a more senior colleague

- Pro-actively work with internal groups to ensure timely delivery of client data or query resolution.

- Monitor and resolve overdrafts, failed and unmatched trades on a daily basis. 

- Complete any client specific tasks / reporting in accordance with agreed processes

- Demonstrate the ability to work with minimal supervision

- Coach / mentor Associate 1 team members

- Escalate issues and exceptions to management in accordance with Standard Operating Procedures.

- Work on agreed training requirements and performance goals to ensure ongoing development.

- Maintain a courteous, positive and professional manner with both internal and external customers at all times.

Independent Action

Consults with peers and manager where appropriate. May recommend non-standard resolutions to team management.

Scope Differentiation     

Focus of job - act as the advocate for our clients within the State Street organisation

Minimum Job Specs      

• Strong client service focus

• Strong communication skills

• Organisational and complex problem solving skills

• Strong attention to detail

• Computer proficient

• Must be able to prioritise activities

Training:

Technical (New start training)

• Intro to State Street

• Intro to Asset Owners

• Intro to Investments

• Outlook Basics

• Overview of Oversight Role

• Introduction to MyStateStreet.com

• MCH Functionality

• Cash / Stock Recon

• Month End Overview

• Corp Actions and Dividends

• Equities

• Fixed Income

• Foreign Exchange

• GIMS

Technical (Ongoing Training)

• Sorp Tool

• Advanced Fixed Income

• Theory of Corp Actions

• Futures and Options

• Mortgage Backed Securities

• Theory of Swaps

• Credit Default Swaps

• Interest Rate Swaps

• Advanced Custody Courses

Personal Development

• Managing Your Priorities

• Personal Strategies for Change

• Work Priorities and Goals

• Interpersonal Communication

• Providing Constructive Feedback

• Resolving Conflict with Peers

Advance to next level:

Client Services Representative, Senior Associate

• Demonstrate leadership and coaching skills

• Ability to liaise with other State Street teams to improve processes

• Demonstrate expert knowledge of custody and accounting products

• Demonstrate expert knowledge of systems

• Self motivated with strong organisational skills

• Demonstrate the ability to prioritise your workload

• Ability to deal with complex client queries with the minimum of guidance

• Demonstrate the skills, both interpersonal and technical to make them the natural point of escalation guidance within their team.

PERSON SPECIFICATION

Specific Qualifications/Skills:

• Experience in working in a Client Service or similar environment

• Accounting and / or custody knowledge essential.

• Willingness to study for the “Investment Operations Certificate”

Level of Education:        

A ’ level/Higher obtained or equivalent

Previous Level of Experience:

• Demonstrated knowledge of global custody and/or accounting principles

• Client Service experience

Skills – interpersonal, numerical, problem-solving, analytical, etc  

• Excellent Interpersonal and Communication Skills

• Good Planning and Organising Skills

• Problem Solving and Decision Making

• Attention to Detail

• Coaching

Disposition - motivation, team skills, ability to work under pressure, etc     

• Flexible and positive attitude

• Good team player

• Ability to work under pressure

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