Client Service Representative

1 week ago

Dubai, Dubai, United Arab Emirates Deutsche Bank Full time
About the Role

We are seeking a highly skilled and experienced Client Service Representative to join our team at Deutsche Bank. As a key member of our operations team, you will be responsible for providing exceptional client service and support to our Relationship Managers and clients.

Key Responsibilities
  • Client Service: Handle and respond to client queries and requests related to account documentation, account balances, account maintenance, statement information, security transfers, and general product and/or service information.
  • Account Maintenance: Receive and confirm client instructions related to remittances, account maintenance, and liaise with the respective booking center within acceptable timelines.
  • Client Support: Attend client meetings along with Relationship Managers to provide support and meet client requirements.
  • Trade Execution: Take and execute clients' orders (money market, capital market transactions).
  • Document Management: Diligent follow-up with clients to execute term sheets and other account/trade-related documents.
Operations and Administrative Support
  • Account Opening: Assist Relationship Managers in the new account opening process, preparation of comprehensive account opening packs, and submission to the onboarding team.
  • Liaison with Booking Centre: Liaise with the Booking Centre iCAT/AFC/DIFC OBS/KYC Review Team/DIFC AFC for follow-up and provide additional information/documentation if requested.
  • Process Management: Seek relevant approvals and ensure process followed while arranging any video conference meetings/calls.
  • Deficiency Management: Follow up on any Booking Centre/DIFC document deficiencies promptly to help Relationship Managers achieve their Key Risk Indicators (KRIs).
  • Fee Run Execution: Execute periodic fee runs to ensure Relationship Managers are informed of any insufficient balances.
  • Call Report Management: Ensure timely assistance in input of call reports (provided by Relationship Managers) in the system and proper record retention of call reports in Group shared folders.
  • Corporate Actions: Ensure Relationship Managers and Investment Advisors are aware of any corporate actions and follow up through to completion.
  • Loan Covenant Management: Provide assistance in managing loan covenants and processing periodic rolling of all structured loans, Lombard loans, and time deposits.
  • Regulatory Compliance: Develop a good understanding of the governing regulatory framework and uphold relevant policies/procedures to mitigate risks; ensuring the Bank is protected.
  • Process Enhancement: Remain current and thorough on operational processes, services, and firm's systems/applications.
  • Reporting: Liaise with Relationship Managers/Investment Advisors to ensure voice logs are completed, seek approvals as required for reporting purposes.
  • Credit Facility Management: Raise credit facility requests as required, assist Relationship Managers with credit advance ratio levels and client-specific AR requests.
  • Credit Excess Reports: Provide regular updates to Relationship Managers regarding clients' credit facilities and prepare credit excess reports.
  • Trade Reconciliation: Input daily trades in the system within cut-off times for trade reconciliation purposes.
  • Margin Call Management: Proactively help manage margin calls with Credit and Cross Border Desk in conjunction with Relationship Managers.
  • Trade Incident Resolution: Resolve any trade/non-trade-related incidents in conjunction with the Cross Border Desk (as applicable) with prompt and timely reporting to Business Manager/Team Head.
  • Cash and Security Transfer: Process with relevant approval all inward/outward cash and security transfer instructions received from clients in conjunction with Relationship Managers/Booking Centre/Counterparty and client. Follow up till completion, including trade archival.
  • Client After-Sales Tasks: Support Relationship Managers in performing client after-sales tasks and coordination of marketing events invitations and approvals.
  • Trade Execution and Confirmation: Follow up for pre-trade, post-trade execution, and confirmation, renewal of expired orders to enable reporting to Cross Border Desk/complete system input. Liaise with Relationship Managers/Investment Advisors to ensure voice logs are completed and reported. Follow up till completion, including trade archival.
  • Administrative Support: Accountable for providing full administrative support to the Head of Cross Border and immediate team, acquiring various administrative duties, and backing up other team members as and when required.
  • Documentation Mailing: Where applicable, manage the daily mailing of documentation to the relevant booking centers.
  • Client Queries: Respond to client queries related but not restricted to account documentation, account balances, account activity, statement information, security transfers, security information, general product and/or service information.
  • Deficiency Reports: Proactively update and follow up on various deficiency reports in RISK MIS Tool monthly (email notification). All deficiencies to be resolved promptly.
  • Remediation Projects: Completion of any remediation projects within the stipulated deadlines.
  • Suspicious Activity: Highlight any suspicious activity/complaints to Head of Business/Business Manager in a timely manner.
  • Leave Plan: Provide leave plan to Supervisor for approval and ensure smooth and detailed handover to backup SAs for business continuity.
  • SE Group Projects: Participate in all SE group projects and meetings. Handle any regulatory/non-regulatory projects within the stipulated deadlines.
  • KOPs and Process Enhancements: Accountable for being thorough with relevant KOPs at Booking Centres and DIFC, and staying up to date on process enhancements, approval templates, etc.

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