European Depositary Bank SA ("EDB") is part of the Apex Group. As an independent provider free from institutional influences we can deliver an agile and responsive cross-jurisdictional service in an ever-changing regulatory environment. Our powerful global infrastructure and breadth of technical experience enables us to provide market leading solutions tailored to benefit our clients. Our vision is to be the leading provider of Banking, Depositary and Custody services to Asset Managers, Family Offices, Institutional Investors and Corporates. Our company was founded in 1973 in Luxembourg. As a wholly owned subsidiary of Hamburg-based private bank M.M.Warburg & CO (AG & CO) KGaA, we made it possible for institutional investors to directly access the Luxembourg financial market. This makes us one of the most experienced depositaries for traditional and alternative investment structures in the Grand Duchy. In 2017 the bank was acquired by the Apex Group and renamed to the European Depositary Bank (EDB) in 2019. We currently hold fund and securitisation structures with a total value of $260 billion. This is mainly allocated to alternative investments, including real estate, private equity, private debt and renewable energies & infrastructure (as of March 31, 2024). For the avoidance of doubt we do not deal with retail clients. We neither offer any securities (bonds, shares, notes etc.) nor do we act on behalf of any other financial institution to offer such securities to any clients.

Job specification:

Provide support to clients on the day-to-day use of Banking product within the Client Service Delivery team
Deliver clear, accurate, complete and timely answers to clients’ queries
Investigate, monitor, and resolve any queries, issues or incidents raised by the client with the highest professional standards
Communicate effectively with internal and external stakeholders to proactively resolve potential challenges and ensure timely completion of tasks
Proactively identify and flag operational risk and work proactively with other internal teams’ members to mitigate operational risks
Answer promptly and accurately to Compliance RF
Retrieve and compile data from internal systems for provision to clients on an ad-hoc basis daily
Ensure all client queries are recorded in appropriate tool and track any follow-up actions
Develop and monitor key performance indicators and regularly compile reports and submit to the management on overall customer satisfaction
Support product development by identify client’s requests to be integrated into the roadmap
Ensure client’s complaint are addressed as per policy in force
Ensure incident reports are duly completed and submitted to the Second Line of Defence
This position involves working in shifts depending upon business needs and Central European Time zone

Skills Required:

Minimum 5 years of experience in fintech, traditional banking or financial services sector including minimum 2 years in a client-facing role
Mandatory knowledge or experience in payments back-office operations or treasury management
Basic security settlement knowledge
AML/CTF knowledge
Familiarity with core banking systems and related technical knowledge will be an advantage
Effective communication skills coupled with empathy, tactfulness and capacity to understand different perspectives
Hands-on approach and positive “can do” attitude
Ability to work under pressure
University degree in Business, Finances or Economics
Proficiency in English language both in oral and written communication. French or German language is an advantage
Strong MS Office knowledge
Appropriate risk awareness & effective escalation
Organisational skills & attention to detail

What you will get in return:

A genuinely unique opportunity to be part of an expanding large global business
Competitive remuneration commensurate with skills and experience
In-house and external professional trainings
Possibility for development opportunities
As a vital team member and in return for your expertise, inclusive approach and commitment, we'll provide a favourable salary and the chance to join a passionate and welcoming team.

Benefits

As a truly global business, we tailor benefits to each location to safeguard our people and respect local cultures and ways of working. Our people are our greatest asset, and we invest in talent development. Join our global network, and you will benefit from education support, sponsorship and in-house training programs.

Disclaimer:

Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

About Apex Group

We are dedicated to driving positive change in financial services while fuelling the growth and ambitions of asset managers, allocators, financial institutions, and family offices. Established in Bermuda in 2003, the Group has continually disrupted the asset serving industry through our investment in innovation and talent. Today, we set the pace in asset servicing and stand out for our unique single-source solution and unified cross asset-class platform which supports the entire value chain, harnesses leading innovative technology, and benefits from cross-jurisdictional expertise delivered by a long-standing management team and over 13,000 highly integrated professionals.

We’re a people-powered business, and our people are full of ambition. Together, we’re inspired to lead the new era of data and tech enabled service. Bringing new products and services to market. Sharpening our client focus. Disrupting the market to exceed expectations. Innovating across a range of specialisms. With our focus on making a difference to our people, our planet and our society, you’ll experience more here than you would at most other companies. Prepare to accelerate.

We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster.

Positive change starts with you. We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster.

The journey is yours to own. When you stretch yourself, you grow. We want you to explore ways of working that will see you thrive as part of something bigger. We’ll help you with a solid structure, challenging projects, vibrant networks, supportive colleagues and approachable leaders. All the things you need to own your unique journey.

Find out more about us

Client Service Delivery Senior Officer