EB Client Services Agent

Job Description

Division: EB Operations

The Asset Servicing Client Service team is part of the Client Service department. We are the front-line support of our clients. As a team member in the Income & Corporate Actions Client Service team, we offer you not only an in-depth look at the challenging world of corporate events but also the opportunity to help our clients (big investment banks, global custodians, local banks, …) in managing these events.

We are team of around 50 professionals split between 2 sites, Krakow and Brussels.The instruments we handle are fixed income securities, warrants, equities, ETFs and DRs. We deal with any event that affects these securities during its “lifetime”: mandatory and voluntary events, Income payments and Corporate Actions.

Role and Responsibilities:

• Demonstrate an in-depth knowledge of one’s own stream, the underlying operations and a core knowledge of other services/domains as to how it impacts one’s own stream.
• Assist in coordinating internal and external training on various subjects within your area of expertise, and also oversee coaching newcomers on their responses.
• Works and constantly coordinates with different stakeholders internally, specifically account managers and operations, in solving service issues (generally non-structural) and escalations.
• Collaborate in representing the client internally by raising awareness about service improvements, including those that necessitate structural changes.
• Coordinate client meetings within your area of expertise, and contribute to the preparation and support of these meetings.
• Actively contributes to the continuous improvement by running problem solving sessions in terms of solving clients’ issues, quality or performance benchmark defects or at least successfully identifying the problem and different areas of consideration in its solution. Quality or performance benchmark defects.
• Has a comprehensive view and consistently applies the best practices and procedures in terms of how best to respond/communicate to clients.
• Can identify quality issues in CS responses and propose constructive solutions to address this.
• May work on specific initiatives in Client Service such as those in relation to service and quality analysis, call efficiency, etc.
• Responds independently to highly complex inquiries, including those of a transversal nature impacting one’s own domain. Can be a main contact point for a key client or a group of key clients in terms of responding to their inquiries and doing proactive services.

Required Qualifications:

• A broad knowledge in one or several business domains within the Bank
• Successfully oversee daily operations with key clients in a specific business area, including addressing important metrics or client needs, leading client meetings or visits, and providing training.
• Outstanding skills in managing situations outside standard processes, such as blocking issues, prioritization, and complex investigations.
• Strong communication and interpersonal skills to effectively interact with clients, sales staff, and other internal teams.
• Ambitious approach with a determination to continuously improve and successfully implement service improvements.
• Ability to work collaboratively in a team environment, cultivating an inclusive and encouraging workplace culture.

About Us

Why join us

Embark on your new adventure at Euroclear, and work at the heart of the global capital markets. We connect over 2,000 financial institutions across the globe. As an open and resilient infrastructure, we contribute to the stability of the financial markets. We help clients cut through complexity, lower costs, and mitigate risks of financial transactions. At Euroclear, we have the clear ambition to use our key role to facilitate and accelerate a sustainable global financial system.

What We Offer:

• Work closely with inspiring, supportive and engaged colleagues from more than 80 different countries.
• Practice your talents in a highly professional international environment.
• Join a learning and development environment with an emphasis on knowledge sharing and training.
• Competitive salary and comprehensive benefits.

New ways of working

Find your own optimal balance within our hybrid working model, where you can connect at the office and also benefit from remote working.

Great Place to Work for All

We are committed to creating an inclusive culture that celebrates diversity and strives to be a Great Place to Work for All. All qualified applicants will be considered for employment, regardless of any aspect that makes them unique (including race, religion, national origin, gender, sexual orientation, age, marital status, pregnancy, disability, ...). If you need any specific accommodation due to disability or any other reason, you can let the recruiter know during your application process.

About the Team

The two area's of the Financial Division include the Finance Services and Facilities Management.

Our Mission is to support the whole Euroclear Group.

This covers: Facilities from Buildings & Equipments to Employee Services, Purchases from Supply Needs to Payments, Accounting from Invoices to Consolidation, Reporting from Businesses to Regulators, Advisory from Cost Center to Board and Corporate Finance from Taxes & Insurances to Treasury.