Client Service, Associate

About this role

Client Experience is part of the Technology & Operations team, a worldwide unit of more than 4,000 professionals managing BlackRock’s technology and operating systems. CX manages client service operations, working with client teams to enhance service quality. Our goal is to simplify service to add value to BlackRock and offer clients a top-tier service using advanced technology for growth. We cover 3 main areas: Delivery, Operations, and Transformation.

Client Experience Delivery, client-facing teams managing every facet of service delivery, and onboarding teams introducing new business onto our platform,

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

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

Team Overview

The CEM team, part of CX Delivery, collaborates with Client Businesses to oversee client servicing, deliver services, develop solutions, and enhance client experience.

Role Responsibility

Collaborate with Consultant Firms and clients to address client issues and escalate complex matters. Support senior CEM members initially, then advance to independent Consulting Firm coverage, working with internal teams on RFP responses.

Client Service Officer Role:

• Build relationships, foster connectivity, and manage expectations with clients
• Navigate BlackRock to develop solutions to service challenges, making the firm feel small to clients
• Drive the agenda on client experience ensuring transparency and execution in any client communication requirements
• Participate in regulatory, platform, and client-related projects
• Manage client service background and address any duties that the CEM team holds regarding the influence of implementation on our client agreements
• Ensure timely and accurate delivery of client deliverables (invoices, reporting, price files, data etc.) by working cross-functionally and establishing relationships with internal teams
• Address new operational requests (e.g., changes to client report) and provide summary of completion notification to broad partners
• Identify, address, and conduct root cause analysis of any Operating Events that could affect the client experience; establish a long-term strategy for mitigating process failures.

Experience

• 3+ years of experience in financial services field preferred
• BA/BS equivalent
• Strong grasp of Microsoft Office applications is important, with technical skills that allow you to multitask many programs at once
• Efficiently handle deadlines and pose ability to work independently for routine client projects
• An interest in the financial services/investment industry and a desire to learn, both independently and in group settings
• A self-starter who knows when to raise issues as appropriate. Must be able to work as part of a collaborative team and assume additional responsibilities as the need arises
• Ability to evaluate process inefficiencies, identify and implement business operational improvements and resolve issues. Innovative problem-solving capabilities and ability to think and act quickly and creatively
• Good oral and written communication skills

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.