Other roles and responsibilities include, but are not limited to
Manage and own overall responsibility of client day to day relationship and act as main point of contact for clients and their key stakeholders for ongoing plan administration - and operational requirements.
Ensuring client requests are monitored and prioritized correctly including monitoring service levels and client satisfaction, reporting on client status and checking quality and completeness of client requests before they are executed.
Overall Subject Matter Expert for clients, plans, product and process, in-depth technical understanding of the system processes.
Form first level of escalation for client and internal stakeholders. Act immediately on client risks and ensure business key stakeholders and direct superior are aware of major client issues as well as client escalations. Initiate required mitigation steps and monitor progress accordingly.
Acting as the primary interface between the client and the service delivery teams for regular and ad-hoc requests.
Host and support regular client meetings to review service/project delivery status and event planning. Provide suggestions for operational improvements / efficiencies. Coordinate participation of other internal parties for these meetings according to needs.
Identify opportunities for efficiencies, solutions, and synergies within your client portfolio, accountable for suggesting value added chargeable services (professional services).
Analyzing client plans and developing solutions in close co-operation with the relevant internal and external stakeholders to set up the system configuration and underlying processes.
Liaise with Relationship Managers on strategic changes to clients, influence commercials based on operational impacts and provide management statistical data to support the operational health of the clients.
Partnering with Relationship Management to influence strategic and commercial impacts to the client portfolio.
What will you bring to the role
We are looking for somebody with great communication and technical skills, alongside the ability to build collaborative and effective working relationships with people based in locations across the world. New thinking and great ideas are vital to our culture of growth, and we’ll make sure you have the support to be a driving force for change. We encourage our people to dive in, roll up their sleeves and take on the many opportunities bound to come their way.
Required
Ability to effectively manage deadlines in a high-paced and demanding environment while maintaining a high level of service and imperative attention to detail.
Ability to build detailed understanding of assigned clients & close partnering relationships.
Ability to identify and resolve issues using good judgement.
Work independently as well as collaboratively within a team environment.
Excellent at using Microsoft Suite, especially Excel.
Preferred
Previous experience in customer service in the financial services industry.
Ability to develop technical skills (SQL, html, high-level understanding of databases).
Rewards designed for you
Paid parental leave, flexible working and a caring and inclusive culture.
Health and wellbeing rewards that can be tailored to support you and your family, including medical, dental and vision.
Invest in your future with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.
Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook.
Compensation. The typical base salary for this role is $62k - $65k. This base pay range is specific to New Jersey and may not be applicable to other locations.
