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

, 15 years full time education