- Expiry Date: 20 August 2021
Assures client satisfaction by maintaining overall operational relationships for clients.
Builds strong partnerships with the Relationship Managers, Client Service Analysts, Advisors, and other client support teams to align business objectives to meet the needs and service expectations of the Clients.
Is a key point of contact for researching and resolving both internal and external issues.
Develops cross-functional alignment and consensus around the issue resolution.
Establishes strong working relationships, works cross-functionally across the company to ensure quality products and services are provided.
May ensure optimum processing integrity through regular comprehensive systemic audits on Client portfolios.
May implement remedial actions when necessary to control and eliminate company and client liability.
Consistently analyzes and monitors the Client's processing environment to identify and implement strategies for operational efficiency and cost savings.
Manages the overall incidence response process between the Client and company.
This includes monitoring and consolidating service level requirements to ensure compliance with Client specific Service Level Agreements (SLAs).
Communicate SLA performance levels to Clients.
Maintains accurate and up-to-date documentation of the client architecture and processing environment, product matrix, and custom processes by utilizing appropriate systems and tools to track client interactions.
Functions as the overall Project Manager for Internal Strategic and Client-specific projects and initiatives.
Facilitates the Client training process as it relates to platform applications, association releases, and product functionality.
May facilitate the Client communication and delivery process as it relates to association releases, regulatory changes, product/platform upgrades, fee revisions, and system enhancements.
Participates in business reviews and/or creating client operational performance reviews.
Provides service support to both internal and external clients for a specific product or group of products and is considered the primary liaison between the client and company. Defines and/or resolves moderately complex customer problems within the designated product lines. Has full product service issue accountability, including incident reports, communication center notification, Service Center work item records, adhering to client service level agreements, monitoring liability issues, and escalation to management when appropriate.
About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.