Client Service Group Representative - Assistant Vice President

Deutsche Bank - Jacksonville, FL

Full-time | Temporary
Job ID: 3192217 Full/Part-Time: Full-time
Regular/Temporary: Regular Listed: 2019-05-24
Location: Jacksonville, United States of America

Operations provides support for all of Deutsche Bank’s businesses to enable them to deliver transactions and processes to clients. Our people work in established global financial centres such as London, New York, Frankfurt and Singapore, as well as specialist development and service centres in locations including Bucharest, Moscow, Pune, Dublin and Cary. We process payments in excess of a trillion euros across the bank’s platforms, support thousands of trading desks and enable millions of banking transactions, share trades and emails every day.

A dynamic and diverse division, our objective is to make sure that all our services are executed in a timely and professional manner, that risk is minimised and that the client experience is positive. We are proud of the professionalism of our people, and the work they do. In return, we offer excellent career development opportunities to foster skills and talent.

Position Overview
Job Title: Client Service Group Representative
Corporate Title: Assistant Vice President
Location: Jacksonville, FL

About Deutsche Bank

We are Germany’s leading bank with strong positions in Europe and significant presence in the Americas and Asia Pacific. We’re driving growth through our strong client franchise, investing heavily in digital technologies, prioritizing long-term success over short-term gains, and serving society with ambition and integrity. We serve our clients’ real economic needs in commercial and investment banking, retail banking and transaction banking, and provide ground-breaking products and services in asset and wealth management. That means a career packed with opportunities to grow and the chance to shape the future of our clients.


A Client Service Group Representative (AVP) will be responsible for the co-ordination & resolution of multi product related queries across Asset Services in a timely, cost efficient and effective environment. Additionally, you will be responsible to coordinate and manage client relationships by coordinating and conducting business review meetings with the impacted client segments’ leads and stakeholders to discuss trends, challenges, opportunities and strategies.

They will need to utilize various data sources including but not limited to vendors, agents and company websites and a variety of media, structured SWIFT messages, email, and physical documents. The role is dynamic and will experience volume swings due to seasonal volume changes within the Asset Services environment. The criticality in this role is manifested in that it supports clients from all segments, High Net Worth, Prime Brokerage and Proprietary Trading, dealing with both senior and seasoned professionals in a very demanding environment. Equally, as the span of coverage entails all aspects of Asset Services, you must be experienced and well-versed in all aspects of income processing, corporate actions, proxy, class actions and many other events in their full life-cycle.


The Asset Services Client Service Group is generally a non-processing orientated area, solely responsible for the servicing and benefit of Deutsche Bank’s client network, adding value in timely and concise responses, and acting as a single touch point for Asset Services related queries.

Asset Services provides a suite of value added services in support of our clients including Corporate Event Announcements, Corporate Action and Income Processing, Proxy Voting and Class Action Services.

Our clients include financial institutions and hedge funds serviced by CIB's Equity, Prime Finance, Debt, and GTB TSS businesses in over 70 markets.

Utilizing OPAL Query Management, you will capture and control the full lifecycle of received query.

You will be required to:
Resolve all received queries, regardless of complexity, time constraints and capacity issues unless the resolution is dependent on direct action by another party
Log all inbound queries with unique reference number, which is distributed to the originator of the query, so that should the originator require an update, they quote the number, and any of the A/S C.S.G team can locate and update, when required
Monitor levels of inbound queries
Manage timeliness of response/resolution
Produce monthly M.I indicating trends, volumes by segments and opportunities
“Own” the query, throughout its lifecycle
Ensure full understanding of the Deutsche Bank escalation policy, to mitigate client complaints, which may result in financial/reputational impact
Capitalize on trend opportunities to work with the RTB managers in devising solutions and building relationships with the clients

Primary Working Relationships:
Clients of Asset Services
Global Asset Services Teams
Global Client Service Group
Job Requirements

You must be analytical, organized, and have the ability to work both independently and as part of a team in a fast paced, deadline driven, high-risk environment. Customer Service orientation is a must with excellent writing and verbal communication skills. Functional proficiency with MS Office (Excel, Outlook, Word) is required along with multi-tasking skills.

Educated to a degree level and/or experience within financial service operations
Strong English written and verbal skills required. Ability to converse clearly with internal and external staff via telephone and written communication
Requirement to identify and escalate key risk issues as required
Ability to identify recurrent issues and propose, obtain approval for and implement remedial action plans
You will have a good understanding processing experience across multiple functions of Asset Servicing including the lifecycle of Corporate Actions, Fixed Income, Equity Income and other related products

For candidates applying for positions in the US:
Deutsche Bank is an Equal Opportunity Employer - Veterans/Disabled and other protected categories. Click these links to view the “ EEO is the Law ” poster and pay transparency statement.