Chemical laboratory assistant (m / w / d)

Job Type : Permanent
Application Deadline : 31 July 2024

Title: Assistant Manager Technical Client Services

Department: Client Services

Reports To: Senior Manager Technical Client Services

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you’re part of something bigger.

About your team:

The German Client Services department is part of global Personal Investing and Advisory Client Services structure. Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customers and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction for our employees helping to retain great talent within the organisation.

About your role:

As part of the team, you will be responsible for answering our clients' and advisors' complaints and tax enquiries in an expeditious and complete manner. You will need to develop an understanding of all key processes within the bank as well as our approach to communication. Our key focus is to provide our clients with a First-Class service, no matter how they interact with us.

Key Responsibilities:

• Research and respond to complaints of all kinds, including very sensitive complaints such as those addressed to the Federal Financial Supervisory Authority (BaFin) and the Ombudsman.
• Complaint Management: Analyze the reasons for complaints, elaborate and implement improvement proposals for complaint avoidance, improvement of the customer experience, and system optimizations.
• Clarify and answer enquiries and complaints on tax topics.
• Report risks and potential claims.
• NPS - Net Promoter Score surveys, analysis of feedback, pro-active contact with our advisors.

About you:

• Preferably completed banking training or studies in the field of finance.
• Preferably several years of professional experience in the securities or investment fund business.
• Experience in complaint management, in dealing with sensitive cases, and in answering tax questions is an advantage.
• Professional skills in correspondence with clients, asset managers, and sales partners.
• Excellent team player with a high degree of customer and service orientation.
• English knowledge in language and writing.
• Close native or native level of German.

Feel rewarded:

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.