Senior Client Services Specialist
vor 4 Wochen
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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