Job Description

You will be responsible for the correct handling of investor queries received by email and over the phone. In addition there will be ad-hoc SHS tasks and reporting required as well as supporting other team members as directed.

• Answer standard and ad-hoc Investor and distributor queries as requested
• Answer the telephone in a professional and knowledgeable manner ensuring excellent investor experience.
• Generate standard and ad-hoc Client and Regulatory reporting as requested.
• Assist other team members with the documentation receipt process, as requested.
• Liaise with other SHS teams to ensure a timely resolution to queries /requests
• Escalation of issues
• Ensure procedures and checklists are updated and adhered to.
• Participate in any projects assigned.
• Actively participate in team workshops and weekly meetings.
• Provide high quality customer experience by responding promptly and accurately to all enquiries received by the team in accordance with agreed Service Level Standards and/or as assigned by the Supervisor or Manager.
• Advise Manager of all issues, ensuring closure of same and suggest resolution where possible.
• Ensure all queries are managed through CRM application in a timely manner to facilitate timely resolution

Required Knowledge, Skills, and Abilities

• At least 1 years experience in a Shareholder Services or similar environment, with customer servicing experience
• Some experience in liaising with Investors, Distributors and Clients on SHS matters would be advantageous.
• Good knowledge of the Funds Industry.
• Proficiency in French, Italian or German
• Experience in call Centre environment of a Transfer Agency or financial services industry in an operations environment