Client Service Officer

Description

Job Title : Customer Service Officer

Location : Paris

Corporate Title : Assistant Vice President

Details of the role and how it fits into the team

Client facing job. The Customer Service Officer is responsible to ensure an excellent service to a portfolio of clients on a global or Cross Regional basis, by proactively reviewing, monitoring and improving the service levels, building a good understanding of the clients’ business as a basis for consultancy on new business and prioritizing issues in day to day business.

To fulfil the role as the clients advocate within the global Cash Management organization, the Customer Service Officer will act upon client inquiries or escalations, to resolve them by taking ownership and revert with a final response.

Take care of client satisfaction so that it is easy to do business with DB and service is the reason to stay.

Your key responsibilities

Main role and responsibilities (including, but not limited to) :

• Management of a personal portfolio of selected clients, providing a dynamic, sensitive & professional contact point and coordinator for all their day-to-day service needs
• Respond to account / transaction related inquiries and provide solution in close coordination with internal departments or other Implementation and Service units abroad
• Liaise closely with global & regional Cash Management Implementation, Sales, Product Management and service teams in a dynamic international environment
• Work in close collaboration with Sales to ensure optimal client coverage around daily service needs
• Organize and lead (international) meetings on issues and escalations that impact client’s Cash Management operations. Take responsibility / ownership for the identified issues until a successful resolution is implemented
• Act as liaison and end to end escalation point between client and respective business units within DB and develop Contingency plans for clients if applicable
• Monitor important transactions (netting rounds)
• Responsible for billing reviews.
• Identify cross-selling opportunities and to liaise with Sales about further follow-up
• Responsible for updating standard operating procedures (formal / informal processes)
• Initiate, coordinate and monitor service improvements and efficiencies (i.e. inflow reduction) that benefit the client and / or the bank by actively liaising with responsible stakeholders
• Act as liaison with the other dynamic Client Deal Team members. During the handover phase to Customer Service lead the Client Deal Team, arrange and chairs (client) meetings, such as the kick-off and status meetings, but also internal meetings with stakeholders, e.

g. Sales, Implementation and Coverage team

Your skills and experience

• Bachelor degree or apprenticeship in banking or equivalent
• Strong client focus
• Strong interpersonal and communication skills
• Analytical, decisive and problem solving skills
• Flexibility and willingness to work autonomously
• Ability to withstand stress, organize and set priorities to meet deadlines / targets whilst remaining responsive, calm and attentive to client needs, proactive mind-set
• Native in French and fluent in English is mandatory,
• Good knowledge of Microsoft Office tools Word, Excel, Power Point and msProject
• Skills for e-banking and back-end systems would be an asset
• Experience in Cash Management or similar environment (e.g. treasury) in a large financial institution
• Good understanding of corporate cash management products as well as domestic and international payment methods and instruments
• Good knowledge of European Clearing systems, global domestic clearing systems, SEPA and payment mechanisms, including an awareness of new developments in the marketplace e.

g. e-commerce, block chain technology and Fintech industries

Good understanding of common used market practice file formats used for exchange of disbursement / collection methods as well as reporting and awareness of new developments in the marketplace

Our values define the working environment we strive to create diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation.

We build talented and diverse teams to drive business results and encourage our people to develop to their full potential.

Talk to us about flexible work arrangements and other initiatives we offer.

We promote good working relationships and encourage high standards of conduct and work performance.