Senior Client Services Specialist

vor 4 Wochen


Kronberg, Hessen, Deutschland 360 FIL Fondsbank Germany Vollzeit

About the Opportunity

At 360 FIL Fondsbank Germany, we're seeking a skilled professional to join our Client Services team as a Senior Client Services Specialist. This role is a key part of our global Personal Investing and Advisory Client Services structure, focusing on delivering exceptional customer experiences.

About the Role

As a Senior Client Services Specialist, you will be responsible for handling client complaints and tax enquiries in a timely and professional manner. You will need to develop a deep understanding of our bank's processes and approach to communication, ensuring seamless interactions with our clients and advisors.

Key Responsibilities

  • Research and respond to client complaints, including sensitive cases, and implement improvement proposals for complaint avoidance and customer experience enhancement.
  • Manage complaints through analysis, elaboration, and implementation of improvement proposals, focusing on system optimisations and customer satisfaction.
  • Clarify and answer tax-related enquiries and complaints, providing expert guidance to clients and advisors.
  • Identify and report potential risks and claims, ensuring proactive measures are taken to mitigate these risks.
  • Conduct NPS surveys, analyse feedback, and engage with advisors to drive continuous improvement.

About You

  • Possess completed banking training or studies in finance, with several years of professional experience in the securities or investment fund business.
  • Have experience in complaint management, dealing with sensitive cases, and answering tax questions, with excellent communication skills.
  • Be a team player with a high degree of customer and service orientation, fluent in English and German, with a close native or native level of proficiency.

What We Offer

We provide a comprehensive benefits package, valuing your wellbeing and supporting your development. We offer flexibility in work arrangements, finding a balance that suits everyone. Our commitment is to making you feel motivated by the work you do and happy to be part of our team.



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