Client Services Associate

As a Client Services Associate at Proxymity, your key responsibilities include acting as the primary point of contact for clients, managing complex queries through different communication channels, and building trusting relationships. You'll also handle client reporting, prioritize tasks based on their complexity and urgency, and ensure issues are resolved promptly while adhering to service level agreements.

To excel as a Client Services Associate at Proxymity, candidates typically should have prior experience in a customer service role, preferably within the finance or proxy sectors. Strong communication skills, attention to detail, problem-solving abilities, and the ability to manage pressure are essential. Familiarity with operational teams is a plus.

Proxymity is committed to the growth of its employees. As a Client Services Associate, you will have access to various learning resources, including Absorb Learning, which enhances your skills. The company also encourages career advancement through collaboration and mentoring within the dynamic team environment.

The culture at Proxymity is characterized by support, collaboration, and innovation. As a Client Services Associate, you will work within a fast-growing fintech community that values each member's contribution. The company organizes social events, including parties and team outings, ensuring a lively and engaging atmosphere.

As a Client Services Associate at Proxymity, you will enjoy several attractive benefits, including a headspace subscription, extra leave days for your birthday and volunteering, a hybrid working scheme, and a four-week sabbatical after four years of service, along with more perks that promote work-life balance and employee well-being.

In dealing with a dissatisfied client, it's important to listen actively to their concerns and empathize with their situation. Acknowledge their feelings, ask clarifying questions to better understand the issue, and assure them of your commitment to resolving the matter. Offer a clear plan of action and follow up to ensure their satisfaction.

When discussing your experience with client reporting, highlight specific metrics you've worked with in past roles. Explain the importance of accurate reporting in understanding client needs and how it helps in proactive issue management. Discuss any tools or software you have used to compile and present reports effectively.

To prioritize client queries effectively, I assess the volume, complexity, and urgency of each inquiry. I distinguish between high-risk issues that need immediate attention and those that can be resolved later. Creating a task list can help me keep track of pending queries and their respective timelines.

Maintaining professionalism in challenging situations involves staying calm and composed. I acknowledge the client's concerns, speak respectfully, and avoid reactive responses. Keeping focused on the solution and communicating clearly can significantly improve the interaction and help soothe tensions.

An example could be when I noticed a recurring issue among clients regarding a specific product feature. I gathered data on their feedback, collaborated with teams to develop educational materials and organized a meeting to address these common concerns proactively, which helped reduce the volume of related inquiries significantly.

When escalating issues, I always provide comprehensive context to ensure management understands the issue's gravity. I summarize the client’s concerns, the steps already taken, and suggest possible resolutions. This prepares management for discussions and expedites decision-making.

Clear communication is achieved through active listening and summarizing client concerns to confirm understanding. Using simple language, avoiding jargon, and maintaining an open dialogue where clients feel safe to ask follow-up questions also nurtures clarity in communications.

Key skills include excellent communication, problem-solving, and organizational abilities. Being empathetic and patient with clients is vital, along with critical thinking skills to analyze problems and provide effective solutions quickly. Adaptability and a teamwork mentality round out my potential to excel in this role.

In high-pressure situations, I prioritize maintaining a calm demeanor and clear mind. I focus on the critical issues at hand, manage my time effectively, and use organizational tools to keep track of different tasks. Additionally, I communicate transparently with clients regarding expected timelines to manage their expectations.

I find motivation in helping clients succeed and being a part of their journey. The challenge of resolving complex queries and building relationships brings me fulfillment. Working in a dynamic environment like Proxymity adds excitement, as I know we are making a meaningful difference in the fintech industry.