About this role

About Client Experience

Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. We are organized across 4 key pillars:

1. Client Experience Delivery, client-facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform,

2.Client Experience Wealth, differentiated capability for both Whole Portfolio and Wealth clients & products, respectively,

3.Client Experience Operations, core client operations teams driving reporting, billing, and onboarding due diligence across the globe, and

4.Client Experience Transformation, accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management

Team Overview

The Client Experience Management (CEM) team sits within CX Delivery and in partnership with the Client Businesses, is responsible for, the oversight of the servicing of the firm's clients. This includes service delivery, developing service solutions, and the enhancement of the client experience.

Role Responsibility

You will work directly with Mutual Fund clients/Platform clients/Consultant Firms to resolve operational client issues and raise more complex subject matters to internal partners. Initially supporting senior members of CEM in all aspects of client service, you will be encouraged to progress rapidly and take on responsibility for independent Mutual Funds clients/Platform clients/Consulting Firm coverage. You will collaborate with various internal teams to manage and oversee the client change and onboarding process.

Client Service Officer Role:

Build relationships, foster connectivity & manage expectations with clientsNavigate BLK to develop solutions to service challenges, making the firm feel small to clientsDrive the agenda on client experience ensuring transparency and execution in any client communication requirementsParticipate in regulatory, platform, and client related projectsOwn client service experience and tackle any responsibilities that the CEM team have relating to implementation impact on our client arrangementsEnsure timely and accurate delivery of client deliverables (agreements, invoices, reporting, price files, data etc.) by working cross functionally and establishing relationships with internal teamsAddress new operational requests (e.g., changes to client report) and provide summary of completion notification to broad partnersIdentify, remediate, and perform root cause analysis of any Operating Events that may impact the client experience; develop long-term process failure mitigation approach

Key Responsibilities of the Role:

Post-sales client relationship management, supporting the Relationship Managers and existing clients through high quality client service with outstanding attention to detailOwning client queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high qualityUnderstanding clients’ needs and liaise with internal teams and third-party service providers where necessary, ensuring that the agreed arrangement and service requirements of the client are articulated in an appropriate agreementReviewing own service performance, aiming to achieve excellent results in client satisfaction surveys, and working closely with other team members in achieving overall strategic business objectivesCollaborating closely with relevant Relationship Managers and other Service Managers to ensure the seamless client service whilst maintaining a high degree of communication and confidenceHandling any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients informed and being a great partner to mitigate the impact of dissatisfactionCo-ordinating the onboarding of clients and client change activities, ensuring correct process and procedures are followed and ensuring the delivery of service needs agreed with the clientFacilitate diagnosis of complex client service issues, identify trends that point to service deficiencies and own resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate responseDrive continuous improvement in BlackRock’s service offering both internally and with external service providers such as custodian banks, depository banksContribute to project initiatives that seek to improve our service, effectiveness and efficiency, or which impact the business, its products and its clientsApply thought leadership to both projects and management of client relationships. Occasionally required to lead on projects representing the client and the team

We are looking for people who are:

Curious: You like to learn new things and challenge the status quoBrave: You are happiest outside your comfort zonePassionate: You feel personal ownership for the work you do and an aspiration to be betterOpen: You value and respect input from othersExperimental: You make mistakes, but learn from themGeeky: You want to outsmart the problem

You should have:

Strong client service skills, including responsiveness, issue resolution, root cause analysis and operational improvement, with a passion for delivering service excellenceStrong interpersonal skills and be confident, friendly and respectful individual with excellent written and verbal communication skills, comfortable liaising with clients and colleagues at all levelsExcellent attention to detail and analytical skills with a thirst and aptitude for problem solving to deliver positive outcomes to our clientsAccountable, motivated, diligent and results drivenStrong planning and organisational skills with the ability to manage and control their own priorities to meet deadlinesA great teammate, able to integrate and build rapport quicklyExcellent working knowledge of Microsoft software such as Outlook, Word, Excel and PowerPoint and Information Technology skillsProject management experience is an advantageProfessional qualifications an advantage

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.