Client Service Specialist

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

The role of the Client Service Representative with French is to be the first line of contact and support for global custodian client enquiries by telephone and by email. Primary responsibilities will include ensuring all emails and telephone calls are accurately responded to within the Service Level Agreement (SLA) and providing a world class service delivery to all clients in relation to their global proxy voting requirements. The successful applicant will establish, build and maintain excellent working relationships with global custodian clients in order to facilitate a positive and productive business relationship whilst ensuring that all elements of their proxy voting requirements are addressed promptly and professionally and in line with market requirements.

Job Responsibilities:

• Promptly and accurately resolving email enquiries from clients about their proxy voting requirements
• Ensuring all email and telephone enquiries are resolved to a very high standard and all responses fulfil the client's expectations
• Taking ownership of and tracking ongoing and complex enquiries with various internal departments to ensure the actions are completed and the appropriate responses are closed out with the client
• Producing reports for clients based on systematic and manual output
• Issuing event specific email alerts to clients along with any relevant supporting documentation to facilitate proxy voting
• Processing ad hoc administration requests from clients in line with pre-defined Service Level Agreements
• Articulating a full understanding of Broadridge's proxy process and demonstrating a full awareness of multiple Broadridge products and services available to clients
• Co-ordinating and actively participating in client meetings and service review discussions
• Ensuring the client understands the complete Broadridge proxy voting processes and vote platforms available
• Setting up and leading regular conference calls with your allocated clients and keeping a record of all actions and minutes from these calls
• Tracking client issues/requests and monitoring progress through to successful completion
• Co-ordinating client on-boarding/conversions and assisting with client testing where applicable
• Providing demonstrations to new clients by webex and via conference calls
• Building an effective and professional working relationship with your client base and delivering a world class service at all times
• Keeping abreast of local market updates and changes in regulation and market practice and sharing knowledge with clients/staff internally where applicable
• Participating fully as a team member within the Client Service team and sharing knowledge and ideas to improve client satisfaction and service delivery
• May perform other duties/responsibilities as needed or assigned by the team leader

Skills/Competencies:

• Proven proficiency in managing large volumes of client enquiries by email
• Experienced and passionate about driving high client satisfaction results and overall client advocacy
• Self-initiated to gain the knowledge necessary to perform job duties at a high level in a changing environment
• Solution oriented with analytical problem solving skills
• Excellent written and verbal communication skills - a confident and articulate candidate
• Attention to detail and the ability to maintain performance under pressure and to tight deadlines
• Experience of working in a financial service environment in similar Client Services, Asset Servicing, Custody Servicing or Proxy Voting department would be an advantage

Requirements:

• Typically requires a minimum of 2-3 years of experience in client service and / or sales related role
• Fluency in French is mandatory (German also advantageous in addition)

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates everyone's unique perspective.