Customer Service Representative

Customer Service Representative

Project Role : Customer Service Representative
Project Role Description : Provide functional, technical or administrative support to resolve customer problems and queries.
Must have skills : Customer Service Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are a company that aim to simplify fund distribution, fostering financial inclusion and savings. With our solution, we are reconnecting investors and asset managers by helping intermediaries to digitize fund distribution operations through a market infrastructure based on distributed technologies.

To support our clients in production, we would like to reinforce our team and are seeking for a client service representative. We offer an environment where you will constantly learn, progress and develop.

We have defined a new class of market infrastructure for distributed applications, combining blockchain and microservices.

Your responsibilities include

Be a trusted counterparty toward our clients
After a proper training, the CSR will have a good understanding of the platform, i.e.: business model in place, interactions, interfaces, business flows, functionalities, screens, set-up and will be able to share that expertise with the client
Monitor the platform according to guidelines, SLA, metrics and standards
In case of managed services business model, the CSR will support and follow the transactions to ensure perfect settlement cycle
Manage the reconciliation process and ensure the good delivery of accurate reporting
Measure the performance of the operational flow to maximize efficiency and client satisfaction
Manage client queries on the phone or in writing
Organize client queries to identify patterns, root causes and to present regular MIS internally and externally
Liaise with Analysts to suggest improvements and to rectify anomalies
Participate to client service reviews
Report client successes or failures following defined escalation process
Support the project team in the context of onboarding activity (preparation, set-up, testing, dry runs, migration, onboarding)
Interact with various stakeholders to maximize client experience
Rely on FundsDLT operating memorandum, policies and procedures assuming obligations and responsibilities of a regulated entity

Key skills & experience

No later than 4 years ago, you completed a university degree (bachelor, master ...).
Fluent written and verbal communication in French and English
Client service centric person
Ability to use sophisticated applications and platform and to capture its essence (logic, structure, functionalities, technology )
Capacity to create links and bridges between business needs and tools/resources
Solutions oriented with pragmatic view, details oriented while able to understand the big picture, highly organized
Previous exposure to the fund industry, particularly in an operational environment, is an advantage
Previous relevant experience in client migrations, onboarding and testing, preferably within an investment fund player