Client Service Specialist

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

A dynamic provider of cutting-edge Financial Security Services is seeking a Client Services Specialist who will serve as the custodian of the company brand and collaborates with the Head of Client Services to oversee the end-to-end client experience—from onboarding and account maintenance to issue resolution and relationship management. This role is responsible for maintaining and operationalizing master reference data, fostering team engagement, and ensuring service excellence across all client touchpoints.

DUTIES

Business Process & Planning

• Assist in implementing a consistent client experience for internal and external stakeholders.
• Design and conduct client surveys; implement plans to maintain excellent service levels.
• Lead collaborative dialogue with CSD Services, Collateral Services, Data Integration, Testing, Settlements, and other internal teams to plan yearly, monthly, and weekly client onboarding and resource needs.
• Manage competing priorities, provide explicit feedback, and set clear stakeholder expectations.
• Facilitate collection of business intelligence to identify seamless client experience touchpoints.
• Ensure active resource planning to support and enhance service capabilities.

Client Onboarding & Relationship Management

• Collaborate with Head of Client Services and internal stakeholders to execute client strategy and expand the client ecosystem.
• Own end-to-end client onboarding process with urgency, quality, and client retention focus.
• Proactively identify and mitigate risks during onboarding; ensure compliance with controls.
• Recommend and implement improvements to onboarding processes and client experience frameworks.
• Manage sensitive and confidential information per Company policy.
• Serve as the face of onboarding, maintaining exceptional people skills and a client-cantered approach.

Master Client & Reference Data Maintenance

• Take accountability for Client Reference Data creation and maintenance in Bank’s and Dynamics 365 (and other systems).
• Maintain client and reference data per market and regulatory standards.
• Identify, analyse, and escalate system issues to Change Control, IT, or relevant teams.
• Maintain client relationships (e.g., production issue logs, service reviews).
• Recommend process improvements related to master file administration and Dynamics 365.
• Ensure incident and change requests comply with change control processes.
• Coordinate and participate in Disaster Recovery and Business Continuity tests.
• Oversee master file management, ensuring clean and accurate client data to support strategic goals.

Current Client Management

• Demonstrate service excellence in accommodating client needs.
• Facilitate implementation plans to maintain service levels and corrective actions.
• Collaborate with stakeholders to provide outstanding, efficient client service.
• Proactively identify risks or challenges to ensure seamless client experience.
• Enable tools that enhance client experience within the group.
• Create reports for Client Service insights and stakeholder forums.
• Assist management in achieving goals through cost-effective, high-quality service delivery.

Stakeholder & Relationship Management

• Anticipate client needs and engage internal teams for timely support.
• Build and maintain strong relationships with clients and stakeholders.
• Ensure accurate implementation of agreements and manage client expectations.
• Contribute to a culture of rewarding relationships, feedback, and exceptional service.
• Ensure effective control and corporate governance.

Self-Management & Teamwork

• Develop productive, collaborative relationships with colleagues and stakeholders.
• Continuously develop professional and industry expertise.
• Contribute to innovation through idea development and implementation.
• Work proactively and independently with precision and accuracy.
• Take ownership of personal career development.

Financial Controls & Planning

• Identify and recommend data solutions to enhance operational efficiency.
• Provide input into risk identification and communicate recommendations to leadership.

REQUIREMENTS:

Minimum Qualifications & Experience

Education

• Grade 12 or equivalent.
• Relevant tertiary qualification.

Experience & Knowledge

• 3–5 years of experience in a Central Securities Depository (CSD) or financial market/services environment.
• Knowledge of CSD operating environment, products, and service offerings (e-Voting, CIS, OTC Derivatives, etc.).
• Experience analyzing client information and documentation to facilitate end-to-end client experience.
• Exceptional written and verbal communication skills.
• Strong time management and attention to detail.

Additional Requirements

• Prepared to work irregular hours, including after-hours, weekends, and holidays.
• Able to work under pressure and follow through on commitments in a timely manner.