Client Services Senior Officer

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

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 RF

• 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

• In-house and external professional trainings

• Possibility for development opportunities

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.