Client Service Associate

Company Overview

Glass Lewis is the world’s choice for governance solutions. We enable institutional investors and publicly-listed companies to make sustainable decisions based in research and data. We cover 30,000+ meetings each year, across approximately 100 global markets.

Our customers include the majority of the world’s largest pension plans, mutual funds, and asset managers, collectively managing over $40 trillion in assets. We have teams located across the United States, Europe, and Asia-Pacific giving us global reach with a local perspective on the important governance issues. Founded in 2003, Glass Lewis is headquartered in San Francisco, California with additional offices in Kansas City, Missouri; London, U.K.; Paris, France; Limerick, Ireland; Karlsruhe, Germany; Sydney, Australia; and Tokyo, Japan.

Position:

The Associate Client Service manager will be responsible for one-to-one and co-managed client relationships and will act as a support to client service managers and senior client service managers as part of the management of day to day client accounts. The Associate will be responsible for ensuring day to day client facing and non-client facing processes for each client are completed as directed. The Associate Client Service Manager will report to the Supervisor, Client Services.

Responsibilities: 

• Develop a thorough understanding of the clients support model
• Serve as first point of contact for your client/co-managed queries, concerns or complaints, escalating to the Supervisor, Client Services and Senior Manager, Client Services as directed
• Support the wider client services team to manage all aspects of client facing and non-client facing day to day processes for each client as directed, including solving inquiries, client document customisation, organisation and management; custodian account setup; policy and account maintenance along with custom reporting
• Assist the client services team to audit and maintain client accounts on an ongoing basis, including adding, modifying and closing accounts as instructed by the client, altering vote execution options, etc.
• Monitor ballot and holdings exceptions reports for account related errors and resolve per standard operating procedures
• Work with Operations Department staff to complete regular detailed reconciliation services and complete rejection resolution within agreed timelines
• Work with internal and external stakeholders when new clients are on-boarding to ensure a smooth and transition of client data

• Bachelor’s Degree
• At least 2+ years in a client facing role
• Positive energy, attitude and ability to coordinate with wide range of stakeholders.   
• Strong verbal & written communications skills
• Comfortable dealing with stakeholders/ clients by phone and in-person is key
• Strong ability to build and maintain relationships with internal & external stakeholders
• Sharp and efficient problem solving skills
• Keen attention to detail and ability to quickly comprehend complex subjects
• Proficient with JIRA, Slack, Excel, Sharepoint and PowerBI