The Client Service department within Prime Services facilitates the day-to-day relationship management of the client. The Client Service Representative (CSR) is the single point of oversight and escalation for the client.
The CSR should fully understand the strategies executed by their accounts and the P&L opportunity for Credit Suisse, looking to leverage the relationship to enhance the footprint of CS with the fund and materialize cross-
sell opportunities. They will be expected to provide cross product coverage and liaison between the Client and key support and business groups (i.
e. Settlements, Margin, Stock Lending, LDO, Asset Servicing, Foreign Exchange, Sales and Marketing, Relationship Management, Legal, Credit, Compliance, Tax and Risk).
At all times the priority, content and diversity of the work is dictated by the direction and demands of the clients. Role The role encompasses the following main components;
relationship management, daily risk and control checks, cross product escalation and contribution towards project management.
Know Your Client Structure, Strategies and Service needs.
Perform regular Client visits / courtesy calls to actively seek feedback on service levels and to address issues identified in the account reviews as appropriate.
Complete call reports and follow-up on action items.
Participate in customer reviews with Relationship Managers or Coverage. Be able to confidently comment on CS wallet share plus any constraints as they pertain to own Client range and recommend potential IT or non-
IT solutions as deemed suitable.
Perform a regular service review of accounts under management to determine Client Performance and work with the Client and Support groups to improve any relevant CPI’s (Cancel / Correct Ratios, Late Bookings, STP ratios).
Seek continuous enhancement of CS portfolio of value added products and services. The CSR should be well versed with the broader facilities provided by the business globally and be able to spot cross selling / servicing opportunities when they avail themselves.
Work in partnership with support groups and the Client in order to meet new business requirements, either new markets or products.
Understand and communicate to the Client any regulatory or market changes impacting the business.
Understand the client ROA, P&L profile and pricing. Follow balance trends and track performance. DAILY RISK AND CONTROL
Daily review of client activity as a function of Knowing the Customer. Highlight any activity that appears not to be in line with known customer business objectives.
Provide start of day overview to your client base.
Monitor account for correct processing of billing, corporate events and asset servicing items.
Monitor client positions and liaise with Support staff and Client to arrange stock loans / returns where appropriate.
Follow-up on any risk items resulting from unmatched or failing transactions. Monitor costly fails and liaise with Client & Support staff over appropriate claw-
back of contractual interest.
Daily communication with the Client to provide professional and efficient service and query resolution.
Understand client margin profile and co-ordinate to resolve any stale pricing or incorrect margin calculations.
Call Clients for margin and report intended coverage to Risk and Margin Teams.
Liaise with the Margin Team to ensure receipt of cash or trades on margin calls.
Liaise with Risk and customer over potential financing queries.
Monitor corporate action event response and chase as needed.
Co-ordinate with internal teams to process events.
Understand client product coverage and provide escalation point for swap, FX, listed and OTC products.
Track exception and risk items pertaining to other products.
Leverage Prime Support Reps for daily transaction and exception focus PROJECT MANAGEMENT
Contribute to developing suite of services.
Provide client feedback on requirements and enhanced services.
Provide input to business requirements and sign-off on specifications for any designated projects.
Assist with UAT of new IT initiatives.
Assist marketing in pitch presentations, where required.
Ability to develop deeper, broader and more responsive relationships.
Self-motivated with strong organizational skills.
Excellent written and verbal communication skills and the confidence to handle external meetings and discussions with Clients.
Attention to detail and the commitment to deliver an excellent service to a demanding global client base.
Advanced analytical skills, as well as the ability to break down problems and proactively own the problem by recommending and / or implementing solutions.
The ability to multi task and constantly assess and change priorities in line with the demands of the business and Client base.
Willingness and motivation to maintain a steep learning curve, keeping in tune with the business, client demands and global market developments.
A strong understanding of the regulatory, risk and control environment impacting our business.
A good understanding of global markets, including Market Regulations, Investment Limitations and Operational / Settlement Procedures.
A good cross product knowledge covering, equities, derivatives (listed and OTC), fixed income, FX and Swaps. Should cover trading, market regulations;
short selling rules (stock lending and repo), risks and corporate actions.
A good understanding of Hedge Fund Strategies to include; equity long / short, risk arbitrage, convertible arbitrage, event-
driven, global macro, merger arbitrage and distressed.
An understanding of leveraged financing, how the margin requirement is calculated, how exposure is hedged and measured.