Client Service Delivery Senior Officer
Sofia, Bulgaria

Description

The European Depositary Bank is a provider of Banking, Depositary and Custody services within the Apex Group Ltd. And this is an exciting opportunity to join the Digital Banking unit of European Depository Bank Luxembourg as a Client Service Delivery Support Senior Officer.

In your new role, you will have to provide support to Apex Group clients on the day-to-day use of the Digital Banking product and services.

You will play a pivot role between Apex Group’s clients and the various internal Apex Group departments. In so doing you will show a positive mindset, a “client first” work ethic and will be responsible for ensuring client needs are met in a timely and professional manner.

If you want to be part of our multidisciplinary team and are interested in this excellent opportunity, please apply for this role.

Job specification

Provide support to clients on the day-to-day use of Digital Banking product within the Client Service Delivery team, Deliver clear, accurate, complete and timely answers to clients’ queries, Investigate, monitor, and resolve any queries, issues or incidents raised by the client with the highest professional standards, Communicate effectively with internal and external stakeholders to proactively resolve potential challenges and ensure timely completion of tasks, Proactively identify and flag operational risk and work proactively with other internal teams’ members to mitigate operational risks, Answer promptly and accurately to Compliance RFI, Retrieve and compile data from internal systems for provision to clients on an ad-hoc basis daily, Ensure all client queries are recorded in appropriate tool and track any follow-up actions Develop and monitor key performance indicators and regularly compile reports and submit to the management on overall customer satisfaction, Support product development by identify client’s requests to be integrated into the roadmap Ensure client’s complaint are addressed as per policy in force Ensure incident reports are duly completed and submitted to the Second Line of Defence This position involves working in shifts depending upon business needs and Central European Time zone

Skills Required:

Minimum 5 years of experience in fintech, traditional banking or financial services sector including minimum 2 years in a client-facing role Mandatory knowledge or experience in payments back-office operations or treasury management Basic security settlement knowledge AML/CTF knowledge Familiarity with core banking systems and related technical knowledge will be an advantage Effective communication skills coupled with empathy, tactfulness and capacity to understand different perspectives, Hands-on approach and positive “can do” attitude, Ability to work under pressure, University degree in Business, Finances or Economics, Proficiency in English language both in oral and written communication, Strong MS Office knowledge, Appropriate risk awareness & effective escalation, Organisational skills & attention to detail

What you will get in return:

A genuinely unique opportunity to be part of an expanding large global business; Competitive remuneration commensurate with skills and experience;

Training and development opportunities

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please visit https://theapexgroup.com/csr-policy/