FDS Query Management Agent (H/F)

BNP Paribas SA, a subsidiary of the BNP Paribas group, is one of Europe’s leading providers of custody services for securities. 

The Luxembourg branch plays a major part in its operations, offering clients high value-added services extending from custody to securities lending, fund administration, performance measurement and ratings, and bond issuance services. 

To support its current growth, BNP Paribas SA is looking for a:

FDS Query Management Agent (M/F)

CDD Contract – 6 months

Your mission :

·        Handle rejections

·        Handle client emails or phone request.

·        Call Back & Large Deal verification with client following procedure

·        Handle pending SR Types “High & Critical” in status DUE

·        Handle internal requests from other teams

·        Handle Clients having a specific management

·        Daily Task list Completion

·        Participate actively of daily team meeting.

·        Run daily FDS KPI Volume KPIs on hobart

·        Incident management & ERT organization

·        Handle escalation in situations of Exposure to the Market

Key Responsabilities :

·        Ensure a positive and professional client service experience.

·        Expected result: Achieve high customer satisfaction ratings and positive feedback from clients.

·        Manage client inquiries via phone, email, or in person.

·        Expected result: Respond to client queries promptly, accurately, and courteously.

·        Direct client complaints or complex requests to relevant departments in a timely manner.

·        Expected result: Resolve client issues effectively and efficiently, or escalate them to the appropriate personnel.

·        Provide clients with technical assistance on systems and services.

·        Expected result: Demonstrate product knowledge and expertise, and assist clients with using the products and services correctly and optimally.

·        Escalating serious issues to management for prompt resolution.

·        Expected result: Communicate clearly and professionally with management and other stakeholders, and ensure that urgent matters are handled with priority and urgency

Advantages of the position :

By joining this team, you will the opportunity to discover all the aspects of the Fund Distribution domain in an international environment.

Working environment :

You will be a part of a strong Group certified Top Employer for the 5th time. You will join a young, dynamic and diversified team and work in a value-driven work environment.

Your profile :

Education :

Bachelor or Master Degree in Finance.

Professional experience:

5 years minimum experience in knowledge of FDS / Market TA / fund industry in general, flows and products.

Behavioural skills: 

• Attention to detail / rigor
• Client service oriented with strong communication skills by speaking and Writing with the ability to deal with intermediaries and colleagues
• Ability to collaborate / Teamwork 

Technical skills:

Ability to use electronique tools (FBL, connect, host, Hobart, …)

Transversal Skills :

Analytical Ability

Language skills: 

•    Excellent written and oral English and French skills are essential
•    Other European languages (Spanish, German, Italian) are considered as a real advantage

During the finalization of the recruitment process, the preselected candidate will be asked to provide us an extract from his/her criminal record dated less than 3 months (record N°3 for Luxembourg), according to the dispositions of the law from July 23rd 2016 regarding the criminal record.