Client Service Associate

Who we are:

Proxymity is a pioneering investor communications platform. Our unique, cutting-edge solutions connect global listed companies with their shareholders, via their intermediaries, in real time. This creates a more efficient, accurate and transparent communication flow for the industry, whilst our platforms, built on highly scalable technology, provide full compliance with the latest regulations.

Proxymity is here to change the investor communications landscape. Our mission is to make Proxy Voting and other Asset Servicing processes easier and more efficient. Our purpose is to solve complex problems for our customers and add value throughout the investor ecosystem through our connectivity and technology capabilities.

We are a fast-growth scale-up, rapidly growing our global presence and footprint and employee numbers. We are backed by some of the most influential names in the financial industry and have extensive growth plans in place for the future.

What we’re looking for:

Smart, energetic and inquisitive individuals to join our Client Services team in Kuala Lumpur. You will perform a critical role in delivering professional, multi-faceted, first-class client service to our expanding network of customers and partners.

You will become a key contributor throughout the growth phases of Proxymity, supporting various pivotal activities and will have the opportunity to expand and develop your remit and role as the needs of the business continue to grow.

Core Responsibilities:

The core responsibilities for this role include, but are not limited to;

• Be the first point of contact between our clients and the business
• Review, respond and resolve client enquiries within agreed SLA’s
• Build and maintain productive working relationships with clients and other stakeholders to build trust and foster positive collaboration
• Conduct thorough root cause analysis and query trending to identify strategic remediation actions
• Understand and track current and future workloads
• Execute daily tasks with a client focused approach
• Work in partnership with global operations and client service hubs and other internal stakeholders
• Ask questions to challenge the status quo
• Identify opportunities for process, platform and control environment improvements
• Participate in improvement projects and operational testing as necessary to support the change agenda
• Review, understand, and operate within Standard Operating Procedures and be responsible for maintaining their integrity through continuous review and validation
• Proactively seek opportunities for self-improvement
• Understand the goals and objectives of the team, ensuring personal contributions and work execution align
• Assist with the training of new employees to the team
• Create a culture of inclusion and belonging, leading by example
• Escalate issues and / or concerns that impact the business, your role or personal wellbeing in a timely manner
• Be an ambassador for the team, Client Services and Proxymity, always

Requirements

• Strong attention to detail
• Excellent written and verbal communication skills
• Team orientated with the ability to build positive relationships and work collaboratively with internal and external partners, peers and clients
• Ability to work self-sufficiently with strong organisational skills
• Ability to execute in a high pressure, fast paced environment
• Flexibility to manage changing priorities and respond to time constraints
• Fast learning to understand complex business processes and take initiative to acquire necessary knowledge
• Seeks and acts upon feedback with a focus on personal development

Desirables:

• Understanding of the Securities Services industry and Asset Servicing products, or similar
• Working experience within an operations or client facing environment
• Experience of working within a start-up / scale-up organisation
• Experience of client query management tools and processes
• Fluency in another language
• Practical experience of working with remote teams
• Knowledge of programming / coding languages and applications
• Working knowledge of Microsoft applications
• Desire to develop technical skills to build effective solutions for the business
• Proficiency in the Japanese language (written and spoken)

Benefits

• Headspace subscription
• Birthday off in addition to annual leave
• Access to Absorb Learning
• Improved family-friendly policies
• Hybrid working scheme
• Choose your tech
• 2 duvet days a year
• 1 volunteer day a year
• 4-week sabbatical after 4 years at Proxymity
• Workation- Our Workation policy means you can work anywhere in the world for up to 45 days per calendar year.
• Companywide parties twice a year
• Team socials
• A company wins programme
• Companywide panels on variety of subjects like diversity and inclusion, wellbeing etc.