Feb 26, 2024

Associate Client Services Representative

  • Broadridge
  • Olivia Star, Aleja Grunwaldzka 472 c/3th floor, 80-309 Gdańsk, Poland
Full time Client Services

Job Description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Broadridge is seeking an Associate Client Services Representative to work in our Polish office in Gdansk; the data and analytics business unit of Broadridge. The Associate Client Services Representative is responsible for effectively and efficiently managing the ongoing service our clients receive as well as for acting as the day-to-day contact between the client team and the Broadridge team.  The Associate Client Services Representative will also lead client training and product overview discussions for all Global Market Intelligence related products.

Job responsibilities:

  • Provide day-to-day service for multiple and/or complex Broadridge clients.
  • Work with multiple teams (Product, Data Submission, etc.) in tracking and resolving the client issues and related tasks.
  • Troubleshoot emergency/immediate client issues that can be resolved intra-day through self-diagnosis or by working with members of other Broadridge teams.
  • Work with Broadridge Client Relationship Managers and Sales Teams to manage client issues, develop account management strategies and develop additional revenue opportunities.
  • Work with the Product Development team to identify possible new system enhancements, modules, services, etc.
  • Inform clients of upcoming system releases. Keep them informed about the release dates, new functionalities, enhancements and new services.
  • Act as a “billable resource for purposes of completing long-term projects for clients.
  • Ensure the all client needs are being met or addressed on a timely basis.
  • Establish regular communications with the client team and manage the customer relationship through effective communication to provide proactive support and delivery of a high level of customer satisfaction.
  • Maintain a well-developed working knowledge of Broadridge product suite and services offered, taking responsibility to keep it up to date and request assistance for further development needs.
  • Stays informed of and follow all relevant Broadridge policies to ensure the security and privacy of the data.
  • Facilitate the onboarding process for new clients, ensuring a smooth transition and integration into Broadridge systems and services.
  • Conduct training sessions for clients on new features, system updates, and best practices for utilizing Broadridge services effectively.
  • Regularly collect and analyze client feedback to identify areas for improvement.
  • Regularly update and maintain a comprehensive Confluence knowledge database, encompassing user guides, one-pagers, FAQs, and manuals.
  • Utilize Jira to track and manage daily client interactions, ensuring efficient handling of inquiries, issues, and requests.
  • Other duties as assigned

Preferred Qualifications:

  • Bachelor’s degree or equivalent experience preferred
  • At least a year in a customer service position preferred

Skills/Competencies:

  • Quickly establish business credibility, confidence and respect
  • Outstanding analytical and problem-solving skills
  • Excellent communication skills in both oral and written form
  • Work requires the ability to multi-task and be flexible
  • Familiarity with databases and SQL is a plus
  • Position involves contact with the public, necessitating the ability to present a professional image
  • Ability to quickly adapt to new technologies and processes.

Requirements:

  • Proven ability to manage and deliver projects on time.
  • Knowledge of the financial services and asset management industry
  • Strong understanding of business goals
  • Solid business acumen and knowledge of commercial business processes
  • Proven track record with leading technical and business needs

#LI-Hybrid

#LI-KA1


Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions.