Client Service Delivery Senior Officer at Apex Fund… · Luxembourg

Client Service Delivery Senior Officer Location: Luxembourg, rue Gabriel Lippmann European Depositary Bank SA ("EDB") is part of the Apex Group. As an independent provider free from institutional influences we can deliver an agile and responsive cross-jurisdictional service in an ever-changing regulatory environment. Our powerful global infrastructure and breadth of technical experience enables us to provide market leading solutions tailored to benefit our clients. Our vision is to be the leading provider of Banking, Depositary and Custody services to Asset Managers, Family Offices, Institutional Investors and Corporates. Our company was founded in 1973 in Luxembourg. As a wholly owned subsidiary of Hamburg-based private bank M.M.Warburg & CO (AG & CO) KGaA, we made it possible for institutional investors to directly access the Luxembourg financial market. This makes us one of the most experienced depositaries for traditional and alternative investment structures in the Grand Duchy. In 2017 the bank was acquired by the Apex Group and renamed to the European Depositary Bank (EDB) in 2019. We currently hold fund and securitisation structures with a total value of $260 billion. This is mainly allocated to alternative investments, including real estate, private equity, private debt and renewable energies & infrastructure (as of March 31, 2024). For the avoidance of doubt we do not deal with retail clients. We neither offer any securities (bonds, shares, notes etc.) nor do we act on behalf of any other financial institution to offer such securities to any clients. Job specification: Provide support to clients on the day-to-day use of Banking product within the Client Service Delivery team Deliver clear, accurate, complete and timely answers to clients’ queries, Investigate, monitor, and resolve any queries, issues or incidents raised by the client with the highest professional standards Communicate effectively with internal and external stakeholders to proactively resolve potential challenges and ensure timely completion of tasks, Proactively identify and flag operational risk and work proactively with other internal teams’ members to mitigate operational risks Answer promptly and accurately to Compliance RF Retrieve and compile data from internal systems for provision to clients on an ad-hoc basis daily Ensure all client queries are recorded in appropriate tool and track any follow-up actions Develop and monitor key performance indicators and regularly compile reports and submit to the management on overall customer satisfaction, Support product development by identify client’s requests to be integrated into the roadmap Ensure client’s complaint are addressed as per policy in force Ensure incident reports are duly completed and submitted to the Second Line of Defence This position involves working in shifts depending upon business needs and Central European Time zone Skills Required: Minimum 5 years of experience in fintech, traditional banking or financial services sector including minimum 2 years in a client-facing role Mandatory knowledge or experience in payments back-office operations or treasury management Basic security settlement knowledge AML/CTF knowledge Familiarity with core banking systems and related technical knowledge will be an advantage Effective communication skills coupled with empathy, tactfulness and capacity to understand different perspectives Hands-on approach and positive “can do” attitude Ability to work under pressure University degree in Business, Finances or Economics Proficiency in English language both in oral and written communication. French or German language is an advantage Strong MS Office knowledge Appropriate risk awareness & effective escalation Organisational skills & attention to detail What you will get in return: A genuinely unique opportunity to be part of an expanding large global business Competitive remuneration commensurate with skills and experience In-house and external professional trainings Possibility for development opportunities As a vital team member and in return for your expertise, inclusive approach and commitment, we'll provide a favourable salary and the chance to join a passionate and welcoming team. Benefits As a truly global business, we tailor benefits to each location to safeguard our people and respect local cultures and ways of working. Our people are our greatest asset, and we invest in talent development. Join our global network, and you will benefit from education support, sponsorship and in-house training programs. Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.