Job Description

About the Job

The triResolve Client Relationship and Services team, CRS, is responsible for the end-to-end customer experience for triResolve. CRS will start interacting with the firm as a prospect, make sure they test successfully and decide to become a client, secure top-of-the-line daily support and check in with the client proactively with regular intervals to ensure they are aware of new features and are generally looked after. CRS will also work closely with internal teams to develop the service technically and continuously improve processes and optimise output. The organisation is flat, hence each person does the full chain of duties with their allocated clients.

CRS works with an end-goal-centric quality-first mindset. This means that we only respond to queries when we have high quality information to provide. This will manifest in the way that sufficient research time is allowed, and information sharing between colleagues is encouraged and expected. Hence, output volumes are being measured primarily at the group level, as opposed to individually, which is normally the case in traditional support organisations. The team leader is responsible to ensure this group effort-mentality is applied in their team.

The role is responsible for coordinating the triResolve Client Relationship and Services in the respective region. This role works closely together with other members of the Client Relationship and Services team, the Product and Business Managers, Business Development as well as Development.

Duties & Accountabilities

• Responsible for Client Relationship and Services for regional subscribers
• Day-to-day service delivery to triResolve subscribers
• Ensuring regional subscribers receive adequate training and support.
• Ensuring regional subscribers derive maximum value from usage of triResolve. This is achieved through a combination of communication, support, training, escalation etc. as appropriate.
• Provide excellent customer service across all asset classes and initiatives. Develop strong relationships with customers, provide clear/professional responses to client queries, assist with & lead customer calls and/or in-person visits. Accountable for the health/success of assigned triResolve clients.
• Work closely as part of a global team of Client Relationship and Services Client Manager.
• Self-accountability in making sure that self is adequately trained and informed in supporting our services.
• Participating in pre-sales and sales activities for regional prospects and customers, including meetings, presentations, demos, trainings etc.
• Responsible for trial and pilot of triResolve services for prospects.
• Participates in testing and Quality Assurance of new functionalities or fixes.
• Contributes and participates in improving internal processes with the objective to achieve a high degree of automation.
  
  
  
  

Job Requirements

Business Competencies

Education & Experience

• Bachelor Degree, preferably in Banking and Finance
• More than 2 years of experience of working in Back/Middle office functions
• Experience in Collateral Management team or triResolve is advantageous
• Customer relationship skills

Management Requirements

• No applicable

Personal Competencies

• Strong communication skills (verbal and written English)
• A candidate having Japanese/Bahasa Indonesian/Korean language proficiency will be an added advantage
• Good team player and quick self-motivated learner
• Basic knowledge in coding would be beneficial

Skills