German Speaking Client Service Associates/Manager recruitment

The business aims to recruit a number of German speaking Client Service Associates/Manager to work within their Trust and Securities department.

The team are responsible for the service standard received by the Trust and Securities corporate, sovereign and financial institution client population. The team are accountable to these clients and the business for all aspects of the services provided by Trust Agency Operations both onshore and offshore. The team will also act as a single point of contact for these clients. The role also includes the responsibility for the quality control of any output by the Operations both onshore and offshore to the corporate, sovereign and financial institution client population. The incumbent is responsible for ensuring robust oversight of all client interactions and applications are invited from candidates with strong competencies and excellent academic attainment. Duties include:

• Act as single point of contact for escalation to internal and external corporate, sovereign and financial institution client population, take ownership of accountability to clients ensuring a timely and accurate response to all client technical queries- in particular local market specifics.
• Participate as a member of a team of client service representatives to deliver excellence in client service relationship management using written and spoken English and German language skills.
• Undertake analysis and manage appropriate escalation of issues raised by the corporate, sovereign and financial institution client population; identify, document and implement resolution for client.
• Build and maintain strong client relationships with internal and external corporate, sovereign and financial institution client population.
• Liaise between Service Centres, local business client services and external clients’ where German language skills are required.
• Ensure robust oversight of all client interactions.
• Management of follow up with clients for late or unpaid fees
• Review and provide feedback for technical specification documents for client driven change.
• Maintain accurate procedures at all times and ensure robust process controls are in place and followed at all times.
• Equip Client Service and relationship management team with appropriate skills and resources to ensure a high-level of Service Delivery for the Client to promote clear resolution and escalation paths for all client service or delivery issues.
• Ensure KPI’s are accurate, recorded, reported on time and targets are met and maintained.
• Promote an environment of continuous improvement to facilitate improved client satisfaction with particular regard to client queries.
• Attend senior corporate Client meetings to promote products and services.
• Participate in off shore oversight and training process including overseas travel.
• Responsibility for establishing and maintaining performance quality standards.

Key skills and attributes will include:
• Excellent verbal and written German language skills
• Client relationship and service management background
• Management experience of high value client service teams
• Excellent English verbal and written communication skills
• Securities processing background gained in a volume settlement environment
• Strong risk awareness
• Attention to detail
• Proven ability to manage others

If you would like to apply for this role or find out more, please apply Online or contact Sanjay Magdani at Robert Walters on 0121 261 2562 or Sanjay.magdani@robertwalters.com quoting the reference SMZ/12233

Where any specific qualification is mentioned, all equivalent overseas qualifications are acceptable.