Customer Service Analyst

Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards Provide coaching and support to team and serve a point of contact for esclations Develop and maintain client portfolio through regular calls and face to face interaction, as needed Inform clients about problems (system failures, market issues) and provide regular resolution updates Advise on and advocate the implementation of process improvement and reengineering to improve client experience Maintain knowledge of new market and regulatory requirements affecting client portfolio/base Escalate customer feedback, processing delays and errors appropriately Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment Participate in and advise on inquiry-volume reductio...