Client Services Specialist/Spcialiste du soutien aux clients - Edison, United States - Computershare

Description

Job Description

Location: Edison NJ, Louisville KY or Montral (QC) hybrid

This role is a hybrid position and can be based in our Edison NJ, Louisville KY or Montreal (QC) office locations, with the option to work remotely for some of your working week.

We give you a world of potential

We are so excited to be advertising for a Client Support Specialist to join our brilliantly talented Plan Managers, Operations team on a permanent basis.

Are you looking for that next big move or maybe you feel a little stagnated in your current role or perhaps you want to work for an organization that offers you flexibility, creativity, and variety? Are you passionate about building relationships and delivering successful outcomes? Whatever it may be, this role could just be what you are looking for

Would you strive in an exciting account management environment whilst playing a vital role in the operating structure for our Computershare Plan Managers business? The successful candidate will be responsible for effectively maintaining key relationships across a client portfolio whilst also helping to shape and deliver the future account management operational structure and becoming a driving force behind the operational delivery via Computershare's internal systems.

A role you will love

In this role you will be responsible for effectively building and maintaining key relationships across a client portfolio and to lead and take operational ownership of client relationships, working with our stakeholders to build on these relationships and enhance the reputation of Computershare.

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.

This role is a hybrid position with 2 days in office and 3 days remote. We are open to flexible working in the position, Monday to Friday, within operating business hours.

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.

Other key skills required for the role include:

• Ability to effectively manage deadlines in a high-paced and demanding environment while maintaining a high level of service and an 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

Desirable skills, experience and competencies include:

• Previous experience in customer service in the financial services industry
• Ability to develop technical skills (SQL, html, high-level understanding of databases)
• Multilingual preferred

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

Compensation. The base pay range for this role is $60,000 - $65,000/yearly. This base pay range is specific to Edison NJ and may not be applicable to other locations.

#LI-KT1 #LI-Hybrid

Lieu : Montral, Canada | New Jersey ou Kentucky, tats-Unis (Hybride)

Il s'agit d'un poste hybride principalement bas Montral, ou au Kentucky ou au New Jersey. Nous nous engageons assurer votre flexibilit et votre bien-tre et notre stratgie hybride ncessite actuellement deux jours par semaine au bureau, ce qui vous donne la possibilit de travailler distance pendant une partie de votre semaine de travail. En savoir plus sur notre culture du travail flexible.

Nous vous offrons un monde de potentiel

Nous sommes ravis de diffuser un avis de disponibilit pour un Spcialiste de soutien aux clients qui rejoindra l'quipe talentueuse des Gestionnaires de rgimes, Oprations.

tes-vous prt franchir la prochaine tape importante dans votre cheminement de carrire, ou vous vous sentez peut-tre un peu stagnant dans votre rle actuel, ou encore vous voulez travailler pour une organisation qui vous offre flexibilit, crativit et varit ? Vous tes passionn par l'tablissement de relations et l'obtention de rsultats positifs ? Quoi qu'il en soit, ce poste pourrait bien tre celui que vous recherchez

Souhaitez-vous vous panouir dans un environnement passionnant tout en jouant un rle essentiel au sein de l'quipe de Gestionnaires de comptes chez Computershare ? Le candidat retenu sera charg d'entretenir efficacement les relations cls au sein d'un portefeuille de clients, tout en contribuant faonner et mettre en place la future structure oprationnelle de gestion des comptes et en devenant un lment moteur de la prestation oprationnelle par le biais des systmes internes de Computershare.

Un rle que vous allez adorer

Dans ce rle, vous serez charg(e) d'tablir et d'entretenir efficacement des relations cls au sein d'un portefeuille de clients, de diriger et d'assumer la responsabilit oprationnelle des relations avec les clients, en travaillant avec nos intervenants pour renforcer ces relations et amliorer la rputation de Computershare.

Les autres rles et responsabilits incluent, mais ne sont pas limits :

• Grer et assumer la responsabilit globale des relations quotidiennes avec les clients et agir comme principal point de contact pour les clients et leurs principaux intervenants en ce qui concerne l'administration continue des rgimes et les exigences oprationnelles.
• Veiller ce que les demandes des clients soient suivies et prioriser correctement, notamment en contrlant les niveaux de service et la satisfaction des clients, en tablissant des rapports sur le statut des clients et en vrifiant la qualit et l'exhaustivit des demandes des clients avant leur excution.
• tre l'expert en la matire pour les clients, les plans, les produits et la comprhension technique approfondie des processus du systme.
• Agir immdiatement sur les risques lis aux clients et s'assurer que les parties prenantes cls de l'entreprise et le suprieur direct soient au courant des problmes majeurs des clients. Initier les mesures d'attnuation requises et suivre le progrs.
• Agir en tant que point de contact principale entre le client et les quipes de prestation de services pour les demandes rgulires et ad hoc.
• Organiser et soutenir des runions rgulires avec les clients pour examiner l'tat d'avancement des services/projets et la planification des vnements. Fournir des suggestions d'amliorations oprationnelles / d'efficacits. Coordonner la participation d'autres parties internes ces runions en fonction des besoins.
• Identifier les possibilits de gains d'efficacit, de solutions et de synergies au sein de votre portefeuille de clients, en suggrant des services facturables valeur ajoute (services professionnels).
• Analyser les plans des clients et laborer des solutions en troite collaboration avec les parties prenantes internes et externes concernes pour mettre en place la configuration du systme et les processus sous-jacents.
• Assurer la liaison avec les Directeurs, Relations avec la clientle sur les changements stratgiques des clients et fournir des donnes statistiques de gestion pour soutenir la sant oprationnelle des clients.
• Travailler en partenariat avec les Directeurs, Relations avec la clientle pour influencer les impacts stratgiques sur le portefeuille de clients.

Ce poste est bas soit Montral (QC). Il s'agit d'un poste hybride avec 2 jours au bureau et 3 jours distance. Nous sommes ouverts une flexibilit de travail pour ce poste, du lundi au vendredi, dans le cadre des heures d'ouverture.

Qu'allez-vous apporter ce poste ?

Nous recherchons une personne dote d'excellentes comptences de communication et techniques, ainsi que de la capacit tablir des relations de travail efficaces et collaboratives avec des personnes situes dans le monde entier. L'innovation est essentielle notre culture de croissance, et nous veillerons ce que vous ayez le soutien ncessaire pour tre une force motrice du changement. Nous encourageons nos collaborateurs se lancer, retrousser leurs manches et saisir les nombreuses opportunits qui se prsenteront eux.

Les autres comptences cls requises pour ce poste sont les suivantes :

• Capacit grer efficacement les dlais dans un environnement exigeant et trs rythm, tout en maintenant un niveau de service lev.
• Capacit comprendre en dtail les comptes clients qui vous sont confis et tablir des relations troites avec eux.
• Capacit identifier et rsoudre les problmes en faisant preuve de discernement.
• Travailler de manire indpendante et en collaboration au sein d'une quipe.
• Excellente matrise de la suite Microsoft, en particulier, d'Excel

Les aptitudes, l'exprience et les comptences souhaitables sont les suivantes :

• Exprience pralable du service clientle dans le secteur des services financiers
• Capacit dvelopper des comptences techniques (SQL, html, comprhension de haut niveau des bases de donnes)
• tre multilingue de prfrence

Rcompenses conues pour vous

Travail flexible. Vous trouverez le meilleur quilibre entre le travail et le style de vie.

Sant et bien-tre. Des rcompenses qui peuvent tre adapt(e)s pour vous soutenir et votre famille.

Investissez dans notre entreprise. Mettez de ct votre salaire pour acheter des actions et vous recevrez galement une contribution de l'entreprise.

Rcompenses supplmentaires. Sous forme de prix de reconnaissance et d'vnements d'quipe pour vous aider investir dans votre avenir.

Et plus. Nous sommes une communaut accueillante et soude, avec des collgues expriments prts vous aider grandir. Notre guide vous aidera en savoir plus sur nos rcompenses et notre vie chez Computershare. Visitez pour plus d'informations.

#LI-KT1 #LI-Hybrid

About Us

A company to be proud of

We're a global leader in financial administration with over 14,000 employees across more than 21 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

A diverse and inclusive place to work

Computershare celebrate the diversity of our people, and we welcome applications from everyone. We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers' needs to allow us to drive better outcomes.

We are happy to accommodate individual needs during your application journey. If you require disability accommodations or adjustments, please email us at detailing your requirements and contact information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

About the Team

We're a leading provider of employee share plans. We partner with many of the world's biggest brands to offer their employees the chance to invest in the future of their company and help them to manage these investments day to day. With over 35 years of experience and expertise, we're an industry leader. Every member of our team plays an important role in bringing to life employee share plans, providing innovative solutions and assisting our clients with their complex regulatory requirements.