Client Service Specialist

Job description

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Job Purpose

The Client Service team in France is, alongside with sales team, one of the main interfaces with clients (mainly French, but also international clients) in all aspects of the client relationship.

Client Service plays a key role in our philosophy of service excellence and maximizing client satisfaction.

Key Accountabilities

In a context of high service expectations from clients, deep transformation of client’s environnement and regulatory changes, the client service specialist will support day to day activity and pay attention to deliver the high level quality of service to our client. In particular the client service specialist will be in charge of the following tasks:

• Manage client queries and interactions in accordance with the Client Service code of conduct and regulatory/internal policies :
  • Be AXA IM window in the day to day client journey.
  • Close monitoring of any aspect of client onboarding (reporting, legal, operational, regulatory,…) , as well as any change occurring during client relationship, in partnership with all stakeholders (internal, external)
  • Professional handling of all client queries and managing the interactions and communication with clients
  • Strict monitoring of incidents and client complaints, and contribution to the incident management process (early detection, analysis and transparent communication to client, definition and follow up of appropriate remediation plan agreed with risk department)
• Contribute to maintaining a high quality of dialogue with internal and external contributors to the client service.
• Contribute to client data administration process : contribute to client data into AXA IM referentials, and maintain data quality.

Desired profile

Qualifications :

Experience and Skills

Experience

·  Relevant experience in Finance
·  Good knowledge of the Asset Management industry

Technical Skills

·  Good understanding of investment and post investment operational processes
·  Project Management skills is an advantage
·  Fluent in French both English (written, verbal)

Personal competencies

·  Strong client and service orientation
·  Team orientation - take an interest in and contribute to the work of the team, and liaise where appropriate with other groups
·  Excellent communication skills (diplomacy, tact combined with goal orientation)
·  Negotiation skills in relation to project management;
·  Ability to work under pressure whilst producing quality work, time management skills